Product Support Engineer - Remote Job in Sprinto

The Role:

We are seeking a highly motivated and customer-centric Senior Product Support Engineer to join our growing team. In this role, you will be the first point of contact for our customers, providing exceptional support and ensuring their success with the Sprinto platform.

Key Responsibilities:

• Provide world-class customer support:
  • Respond promptly and effectively to customer inquiries across various channels (email, chat, video calls) within agreed-upon SLAs.
  • Deliver high-quality, courteous, and timely support to all customers.
  • Troubleshoot and resolve a wide range of technical issues, including general inquiries, integrations, API issues, and other technical challenges.
• Ensure customer satisfaction:
  • Proactively identify and address customer concerns and potential issues.
  • Build strong customer relationships through empathetic and proactive communication.
  • Gather and analyze customer feedback to identify areas for improvement.
• Product Expertise:
  • Develop and maintain in-depth knowledge of the Sprinto platform, its features, and integrations.
  • Stay up-to-date on product releases, policy changes, known issues, and best practices.
  • Contribute to the improvement of internal documentation and knowledge base articles.
• Issue Resolution & Escalation:
  • Proactively identify and address outages or critical issues, ensuring timely communication with engineering and management teams.
  • Escalate complex issues to the appropriate teams for resolution.
• Continuous Improvement:
  • Track and report customer feedback to relevant stakeholders for continuous product and support improvement.
  • Identify trends and surface them to relevant teams for proactive issue resolution.

Qualifications:

• 1-3 years of relevant work experience in Customer or Technical Support within a SaaS environment.
• Excellent written and verbal communication skills in English.
• Strong analytical and problem-solving skills with a focus on technical troubleshooting.
• Proficiency in technical troubleshooting, particularly with cloud technologies, integrations, and APIs.
• Familiarity with the basics of Cloud infrastructure providers and Change Management solutions.
• Calm and patient demeanor with the ability to effectively handle challenging customer interactions.
• Bachelor's degree or equivalent in a relevant field (e.g., Computer Science, Engineering) preferred.
• Experience working with Freshdesk or similar customer support platforms is a plus.

Benefits:

• Remote-first work environment with flexible work hours.
• Comprehensive group medical insurance (covering parents, spouse, and children).
• Group accident cover.
• Company-sponsored device.
• Education reimbursement policy.