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.
- Provide swift resolutions to diverse customer inquiries across 24×5 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 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.
Requirement:
- 1-3 years of relevant work experience in Customer or Technical Support in SaaS.
- Excellent written and verbal communication in English
- Proficient in technical troubleshooting, especially with cloud, integrations & API
- Familiarity with the basics of Cloud infrastructure providers & Change management solutions
- A calm and patient demeanor, especially when faced with challenging customer interactions.
- Bachelors/Engineering Degree preferred
- Experience working with Freshdesk is a bonus.
