Sprinto

6 days ago

Lead Product support Engineer

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 4 hours agoStatus: Live

Job Summary

Own P1/P2 escalations end to end by leading triage, coordinating cross-functionally, managing customer communication, and closing post-incident reviews. Run shifts in a global 24/7 follow-the-sun model while maintaining queue health and SLA outcomes. Tackle complex technical cases—SaaS integrations, REST APIs, SSO (SAML/OIDC), and webhooks—then improve AI-assisted workflows, macros, and knowledge base accuracy. Coach support engineers as a player-coach.

Location: India

Workplace: Remote

Employment Type: Full time

Job Function: Administration & Executive Assistance

Seniority: Sr. Manager level

Key Responsibilities

•Own P1/P2 escalations end to end by leading triage, coordinating cross-functionally, communicating with customers, and closing post-incident reviews.
•Run shifts in a global 24/7 follow-the-sun coverage model, ensuring clean handoffs, uninterrupted coverage, and healthy queues across regions.
•Solve the hardest technical support cases, driving to root cause for SaaS integrations, REST APIs, SSO (SAML/OIDC), and webhooks issues.
•Hold AI accountable by spot-checking AI and bot-handled resolutions for accuracy and updating knowledge base or macros when misses occur.
•Coach and level up support engineers through mentorship, runbooks, documentation, and improvements to support workflows and queue health.

Pay and Benefits

Perks:Health InsuranceUnlimited LeaveLearning BudgetAccident CoverLife Insurance

Key Requirements

•6+ years in technical support or support engineering at a B2B SaaS company, with clear progression toward a senior or lead role.
•Hands-on experience owning escalations and leading P1/P2 incident response.
•Has led a shift, mentored peers, or owned queue coordination—formally or informally.
•Comfortable with REST APIs, SSO (SAML/OIDC), webhooks, application logs, basic SQL, and browser dev tools.
•Daily working experience with AI-assisted support tools, including reviewing output and improving inputs behind the AI results.

Experience:6+ yearsB2B SaaSTechnical supportSupport engineeringAI-assisted supportSaaS integrations

Skills:Escalation ownershipTriageCross-functional coordinationCustomer communicationPost-incident reviewIncident responseSLA managementPrioritization under loadRoot cause analysisMentorshipRunbook documentationAI quality reviewKnowledge base improvementProcess automation

Tech Stack:REST APIsSSOSAMLOIDCWebhooksApplication logsSQLBrowser dev toolsAI-assisted support toolsKnowledge baseMacrosAutomationsZendeskIntercomFreshdesk

Company Brief

Sprinto

Provides automated compliance and security assurance platform to help SaaS companies achieve and maintain certifications like SOC 2, ISO 27001, and GDPR through continuous evidence collection, control orchestration, and audit readiness.

Industry: RegTech

Company Size: Medium (51 to 250 employees)

Growth: Growth Stage Startup

Headquarters: Mumbai, India

Founded: 2019

Website LinkedIn

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Sprinto

6 days ago

Lead Product support Engineer

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 4 hours agoStatus: Live

Job Summary

Location: India

Workplace: Remote

Employment Type: Full time

Job Function: Administration & Executive Assistance

Seniority: Sr. Manager level

Key Responsibilities

•Own P1/P2 escalations end to end by leading triage, coordinating cross-functionally, communicating with customers, and closing post-incident reviews.
•Run shifts in a global 24/7 follow-the-sun coverage model, ensuring clean handoffs, uninterrupted coverage, and healthy queues across regions.
•Solve the hardest technical support cases, driving to root cause for SaaS integrations, REST APIs, SSO (SAML/OIDC), and webhooks issues.
•Hold AI accountable by spot-checking AI and bot-handled resolutions for accuracy and updating knowledge base or macros when misses occur.
•Coach and level up support engineers through mentorship, runbooks, documentation, and improvements to support workflows and queue health.

Pay and Benefits

Perks:Health InsuranceUnlimited LeaveLearning BudgetAccident CoverLife Insurance

Key Requirements

•6+ years in technical support or support engineering at a B2B SaaS company, with clear progression toward a senior or lead role.
•Hands-on experience owning escalations and leading P1/P2 incident response.
•Has led a shift, mentored peers, or owned queue coordination—formally or informally.
•Comfortable with REST APIs, SSO (SAML/OIDC), webhooks, application logs, basic SQL, and browser dev tools.
•Daily working experience with AI-assisted support tools, including reviewing output and improving inputs behind the AI results.

Experience:6+ yearsB2B SaaSTechnical supportSupport engineeringAI-assisted supportSaaS integrations

Tech Stack:REST APIsSSOSAMLOIDCWebhooksApplication logsSQLBrowser dev toolsAI-assisted support toolsKnowledge baseMacrosAutomationsZendeskIntercomFreshdesk

Company Brief

Sprinto

Industry: RegTech

Company Size: Medium (51 to 250 employees)

Growth: Growth Stage Startup

Headquarters: Mumbai, India

Founded: 2019

Website LinkedIn