Lead Product Support Engineer

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Sprinto

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2020

Automating Information Security Compliances & Privacy Laws for fast growing SaaS companies. Use Sprinto to obtain information security compliance, close enterprise deals faster, and pass vendor security assessments easily.

📋 Description

• Own every escalation, start to finish. P1/P2 incidents don't get handed off — they get owned. You'll lead triage, drive cross-functional coordination, manage customer communication, and close out post-incident reviews, including the cases AI couldn't close or got wrong. • Keep the shift running, no matter what. You'll run shifts within a global 24/7 follow-the-sun model — clean handoffs, uninterrupted coverage, healthy queues across regions. Nothing falls through the cracks on your watch. • Solve what others can't. The hardest technical tickets — SaaS integrations, REST APIs, SSO (SAML/OIDC), webhooks — land with you. You drive to root cause, not just workarounds. • Hold the AI accountable. Spot-check AI and bot-handled resolutions for accuracy, especially anything touching pricing, security posture, or compliance claims. Decide what needs a human. Turn every miss into a fix in the knowledge base or macro so the bot doesn't repeat it. • Make the team around you better. Coach and level up support engineers through direct mentorship, runbooks, and documentation — including how to work alongside AI well: when to trust a draft, when to override it, and how to spot a confidently wrong answer. • Own queue health and SLA outcomes. Make prioritization calls under load, manage SLA risk across both AI-handled and human queues, and communicate trade-offs clearly to customers and teammates. • Reduce the ticket load, systematically. Build macros, automations, and AI-assisted workflows that measurably cut volume and improve response quality — not just faster firefighting. • Close the loop with Product and Engineering. Surface patterns, flag gaps in AI or KB coverage, and represent the customer's voice in escalations. Recurring issues get fixed, not just managed.

🎯 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 — reviewing output, catching errors, and improving the inputs behind them rather than just accepting what the AI produces • Willing and able to work rotating shifts in a 24/7 global coverage model • Nice to have: • Familiarity with SOC 2, ISO 27001, HIPAA, or GDPR in a product or customer-facing context • Experience with Zendesk, Intercom, or Freshdesk and ownership of metrics like CSAT, FRT, SLA adherence, and AI deflection rate • Has built automations, KB deflection workflows, or designed AI-assisted triage flows from scratch • Experience in a remote-first, async, distributed team

🏖️ Benefits

• Work wherever you are — 100% remote; home, café, hills, or beach • Co-working, on the house — generous annual allowance if that's your preference • We care about your learning — USD 1,000 annually to level up your skills • We count your spark, not your leaves — unlimited leave to reset when you need it • Your safety net, woven in — health insurance up to INR 10L, accident cover of INR 10L, and life insurance worth 3x annual salary • Workspace setup of your dreams — INR 35,000 to build a setup that works for you