The role involves providing excellent B2B SaaS product support, resolving customer inquiries, managing technical issues, and contributing to documentation and training.
Sprinto is a leading platform that automates information security compliance. By raising the bar on information security, Sprinto ensures compliance, healthy operational practices, and the ability for businesses to grow and scale with unwavering confidence. We are a team of 200+ employees & helping 1000+ Customers across 75+ Countries. We are funded by top investment partners Accel, ELEVATION & Blume Ventures and have raised 32 Million USD in funding including our latest Series B round.
The Role
We are looking for a Senior Product Support Engineer to join our team and provide excellent customer support for our B2B SaaS product. The ideal candidate will have a strong understanding of cloud technology, excellent communication skills, and a passion for helping customers succeed.
Responsibilities
- Provide swift resolutions to diverse customer inquiries across 24x5 shifts, ensuring consistent support coverage.
- Deliver prompt, high-quality & courteous, timely responses/support across all support channels (email, chat, slack, video) Provide outbound video call support to customers as requested
- Utilize internal documentation and develop comprehensive product knowledge to effectively handle general inquiries, integrations, API issues, and other technical troubleshooting for Sprinto.
- Proactively identify trends and surface to relevant teams. Report missing knowledge articles, HelpCenter articles, or other required edits to Senior Specialists or Managers
- Stay updated on product developments, policy changes, known issues, user feedback, and a comprehensive understanding of the compliance domain, Sprinto product, and supported integrations.
- Proactively identify and address outages or critical issues, ensuring timely communication with engineers and managers. Track and report customer feedback to relevant stakeholders for continuous improvement.
- Contribute to support-related documentation, processes, and workflows, leveraging expertise in Sprinto to translate complex technical concepts into clear and effective communication for customers.
- Train the new team members as we scale.
Requirements
- You enjoy setting a high bar on Customer Experience. Getting a "wow" response from a customer would make your day!
- You have at least 4-6 years of experience in a B2B SaaS/Software product company
- Proficiency in Cloud infrastructure providers & Change management solutions. Possessing any Cloud Certification will earn you brownie points.
- You understand cloud technology well - words like S3 bucket, DB encryption, and Virtual Private Cloud mean something to you.
- A knack for investigating unexpected technical issues adeptly supports a global customer base in a 24/5 environment and thrives in fast-paced, high-energy settings as a quick learner.
- Strong English communication skills, both written and spoken, coupled with a proactive approach to daily tasks.
- You possess strong prioritization skills and excel in supporting a diverse global customer base through various channels, including tickets, chats, and video calls.
- You are systematic and organized - you like to keep things clean, including the helpdesk inbox.
- Experience with Freshdesk, JIRA, or other ticketing systems is a plus.
Benefits
- Remote First Policy
- 5 Days Working With FLEXI Hours
- Group Medical Insurance (Parents, Spouse, Children)
- Group Accident Cover
- Company-Sponsored Device
- New skill development reimbursement
Top Skills
Change Management Solutions
Cloud Infrastructure
Freshdesk
JIRA
SaaS
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