Senior Product Support Engineer Full Time

About the job
Intro to Sprinto

Software is eating the world, and SaaS is eating software. If a company is using SaaS software, then that company’s data is on the SaaS provider’s servers – completely out of the control of the company! Hence, there is a natural concern whether the data shared with the SaaS provider is safe and secure.

In this context, SaaS providers are asked to obtain Information Security Compliances like SOC2, ISO27001, GDPR etc. As SaaS is exploding, requests for such compliances are going through the roof as well. Achieving such compliances is an extremely long and tedious process for a SaaS company. It takes months of preparation and hundreds of hours of maintenance year on year.

Enter Sprinto!

Sprinto helps SaaS companies achieve and maintain Infosec compliance in a matter of days. By “product”izing the entire compliance journey, Sprinto has converted something as tedious as Information Security compliance into a delightful experience for customers. Check out this page for what our early customers have to say!

We also set a high bar on customer experience – check out our reviews on G2.

Why should you consider Sprinto?

The dream: Long term success for Sprinto would mean that we have fundamentally changed the way businesses achieve information security. It’s an opportunity to put a dent in the universe! The next decade is bound to see a few Indian SaaS unicorns and Sprinto would be one of them
The team: They say what matters most is who you work with. We are very fortunate to have a top-class founding/early team at Sprinto. Not only do we have second time founders building Sprinto, but also each of the founding team members bring with them over a decade of experience in building teams and scaling businesses
The opportunity: Sprinto is hiring for the early members of the team – you get an opportunity to play a high impact role in the early stages of the company
Last but not least, Sprinto is backed by top-notch investors like Elevation, Accel and Blume. And we’re growing fast! (we’ve grown 100% Quarter on Quarter since launch)

What would your day look like?

You will decide how your day will look like since you will be the first member of the team- with great power comes great responsibilities!
Some of the key focus areas for this role are:
Research, diagnose, troubleshoot and identify solutions to resolve customer issues
Regular and proactive follow-ups with customers with recommendations, workarounds, updates, and action plans
Log software defects using a bug tracking system and work closely with the Engineering team to analyze the defects and track them to resolution
Create internal or external knowledge base articles
Work with the product management team to continuously evolve the product based on customer feedback, reported issues, and new trending technologies
Research and implement support best practices to ensure that we continuously raise the bar on our customer experience

What would make you a great fit for this role?

You have at-least 3 years of experience in a B2B SaaS product company
You have excellent written communication skills – most of your work with customers would be in writing
You have good understanding of cloud technology – words like S3 bucket, DB encryption, Virtual Private Cloud mean something to you
You enjoy solving customer problems – big or small. Getting a “thank you” from customers would make your day!
You are systematic and methodical – you like to keep things clean, including the helpdesk inbox 🙂
You have strong prioritization skills and ability to work with multiple customers across the globe