Product Support Engineer

This is a fully remote position, open to applicants in India.

📋 Description

• Analyze product, integration, and configuration challenges.

• Replicate issues, test theories, and determine probable causes.

• Acquire practical expertise in APIs, HTTP requests, browser functionality, authentication, cloud integrations, and interconnected systems.

• Maintain clear communication with customers throughout the investigation process and outline subsequent steps.

• Gather evidence, pinpoint issues, and create accurate escalations for the Product and Engineering teams.

• Differentiate between product defects, configuration errors, integration issues, and expected functionality.

• Recognize recurring trends and enhance documentation, troubleshooting guides, product feedback, and workflows.

• Understand how businesses implement SOC 2, ISO 27001, GDPR, and HIPAA, and how Sprinto integrates with cloud infrastructure, identity systems, and business applications.

• Work collaboratively with Product, Engineering, Customer Success, and Compliance teams.

⛳️ Requirements

• Recent graduate in engineering or up to one year of relevant experience.

• Familiarity with APIs, HTTP, client-server architecture, and databases.

• Capacity to comprehend how products and systems function.

• Ability to tackle unfamiliar challenges by deconstructing them and exploring solutions.

• Skill in articulating technical issues clearly to both technical and non-technical audiences.

• Comfort in asking questions, conducting independent research, and learning from partial information.

• Commitment to resolving issues through to completion.

• Customer-centric approach.

• Proficient written communication and effectiveness in a remote work setting.

• Open to feedback and capable of demonstrating personal growth.

• Prior experience in Product Support is not mandatory.

🏝️ Benefits

• 100% remote work.

• Generous annual co-working allowance.

• USD 1,000 annual budget for learning and professional development.

• Unlimited leave policy.

• Health insurance coverage of up to INR 10 lakh for employees and their families.

• Additional accident protection of INR 10 lakh.

• Life insurance valued at 3 times the annual salary.

• INR 35,000 contribution for workspace setup.