Job Title: Product Support Specialist
Location: Remote or Bangalore
Function: Technology
Reports to: Director - Support Engineering
Role Overview
The Product Support Specialist is a subject matter expert and a leader within the support team, providing the second and third level of support for complex customer issues. You will own the most challenging support cases, mentoring junior specialists and ensuring a smooth resolution. This role requires advanced product knowledge, superior problem-solving skills, and the ability to influence product strategy. Beyond direct support, you will be a key contributor to process improvements, training, and strategic product initiatives.
Your primary focus will be on resolving complex support cases. You will also play a key role in several high-impact activities, including managing escalations, driving proactive resolution, and collaborating with your team to manage support backlogs. Additionally, you will mentor and train team members, work with the Product Team to analyse and solve feature requests, and partner with the Engineering team to devise better troubleshooting steps.
What You'll Do
- Expert Issue Ownership: Take full ownership of complex customer concerns and critical issues, leveraging your advanced technical expertise to diagnose root causes and implement effective, lasting solutions. This includes leveraging skills in analysing logs in the AWS console and network traces.
- Mentorship and Leadership: Serve as a mentor for junior support staff, sharing your knowledge and best practices to elevate the team's overall capabilities.
- Escalation Management: Take ownership of critical escalations, ensuring timely communication and resolution.
- Backlog Management: Proactively manage support ticket backlogs with a focus on maintaining queue sanity and driving proactive resolution.
- Product Collaboration & Advocacy: Work closely with the product team as the voice of the customer. Translate feedback into actionable insights, champion new features, and advocate for product improvements that address customer needs and leverage new technologies.
- Strategic Knowledge Management: Lead the creation and maintenance of internal and external knowledge base articles, streamlining processes, and ensuring all documentation is accurate and up to date.
- Advanced Troubleshooting: Become a go-to expert for multi-channel support (chat, email, video conferencing), specialising in de-escalating frustrated customers and resolving highly technical and critical issues.
- Drive Process Improvement: Proactively identify areas for automation and process optimisation within customer support. Propose new features and solutions that will streamline workflows for both customers and the support team.
- In-Depth Expertise: Develop and maintain a deep, expert-level understanding of our products, becoming a trusted resource for the entire organisation.
What You Bring
- 4 to 5 years of experience in a company providing B2B SaaS products, with a proven track record of supporting complex software.
- A customer-centric approach is critical, with a history of successfully de-escalating critical issues and building long-term customer relationships.
- Proven experience in a high-volume support environment with a track record of managing ticket backlogs, handling escalations, and prioritising issues effectively.
- Advanced ability to diagnose and swiftly resolve complex technical issues, including in-depth analysis of AWS console logs, network traces, and API integrations. Expertise in troubleshooting a tech stack built on Node.js, React, and PostgreSQL will be an added advantage
- Expertise in working with APIs (advanced understanding of requests, responses, authentication, and data formats) and databases (schema, querying, CRUD operations).
- Demonstrated analytical and problem-solving skills, with a focus on identifying root causes and developing strategic solutions.
- Proven ability to create and maintain high-quality technical documentation, including troubleshooting guides and knowledge base articles.
- Being open to continuous learning and development is essential in this dynamic environment.
- Candidates with a background in GRC will find this role offers a unique opportunity to apply their knowledge.
Why Join Us
Build the demand engine from the ground up and make a visible impact on growth.
Work closely with an ambitious, product-led team solving a real market problem.
Flexible remote work, competitive compensation, and meaningful equity(If applicable).
Opportunity to shape a fast-growing brand in a high-potential market.
About Scrut
Scrut Automation is an information security and compliance monitoring platform aimed at helping small and medium cloud-native enterprises develop and maintain a robust security posture and comply with various infosec standards such as SOC 2, ISO 27001, GDPR, and the like with ease. With the help of the Scrut platform, customers reduce their manual effort for security and compliance tasks by 70% and build real-time visibility of their security posture.
Founded by IIT/ISB/McKinsey alumni, the founding team has over 15 years of combined Infosec experience. Scrut is built out of India for the world, with customers across India, APAC, North America, Europe and the Middle East. Scrut is backed by Lightspeed Ventures, MassMutual Ventures and Endiya Partners, along with prominent angels from the global SaaS community.
"Note: Due to a high volume of applications, only the shortlisted candidates will be contacted by the HR team. We appreciate your interest and effort."