Product Support Engineer
Scrut Automation · Bengaluru · onsite · Posted 34d ago
Undisclosed1–3 yrsfulltimeSourced from
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About this role
Title: Product Support Engineer
Location: India (Remote)
Shift: Business Hours (24 5 coverage, Rotational)
ROLE OVERVIEW
As a Product Support Engineer at Scrut, you will own end-to-end resolution of complex product issues - from triaging tickets to analysing platform behaviour and collaborating with Engineering and Product teams. This role combines deep technical problem-solving with strong customer communication. You should be comfortable understanding system internals while clearly guiding customers through mission-critical workflows.
KEY RESPONSIBILITIES
Technical Troubleshooting & Resolution
- Own investigation and resolution of P0-P4 tickets across product modules
- Analyse logs, API traces, and errors to identify root causes
- Reproduce issues and create structured bug reports
- Maintain runbooks and internal documentation
Customer Communication & Experience
- Handle support via ticketing tools, Slack, and email while meeting SLAs
- Provide clear, empathetic, and accurate responses
- Proactively share updates, timelines, and workarounds
- Surface recurring issues to Product for improvements
Integration & SaaS Tool Support
- Troubleshoot integrations across cloud (AWS, GCP, Azure), HRIS, ITSM, and identity systems
- Understand OAuth, APIs, webhooks, and authentication flows
- Assist with onboarding and configuration of integrations
Tooling & Operational Excellence
- Use tools like Plain, Slack, Jira, and internal systems to manage workflows
- Monitor trends, flag anomalies, and support incident response
- Contribute to the knowledge base and documentation
WHAT WERE LOOKING FOR
Technical Foundation (Required)
- Working knowledge of React and Node.js
- Comfortable with REST APIs, Postman/curl, and HTTP responses
- Experience debugging via browser dev tools
- Basic understanding of databases and data flow
SaaS & Tooling Fluency (Required)
- Understanding of SaaS models, integrations, and authentication
- Experience with ticketing tools, Slack, Jira, and similar platforms
- Ability to quickly learn new systems
Customer Orientation & Communication (Required)
- Strong customer-first mindset
- Clear written communication
- High ownership of issues from start to resolution
- Ability to prioritize and manage multiple tickets
Good to Have
- Exposure to AWS/GCP/Azure
- Experience with documentation or runbooks
- Background in a B2B SaaS startup
About Us
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.
Why should this job excite you
- Opportunity to make an early impact on one of the most promising, high-growth SaaS startups in India
- A flat-hierarchical, performance-driven culture
- Rapid growth and learning opportunity
- Comprehensive medical insurance coverage
- Competitive compensation package, benefits, and employee-friendly work culture
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.
Required Skills
React SAAS Tools NodeJS
Disclaimer: This job posting and Location has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.
Sourced from naukri
Skills
Automationitsmdev toolsapisIncident Responsegoogle cloud platformamazon web servicesIso 27001GdprB2BintegrationsCompliance MonitoringCustomer OrientationdebuggingGoogle DataFlowJavascriptJira AtlassiancloudHRISCyber SecurityInformation SecuritycomplianceMicrosoft Azure
About Scrut Automation
Scrut Automation
Emerging Technologies
220
employees
2022
4 years old
Bangalore / Bengaluru, Karnataka
India
₹20.3L PA avg
Avg at Scrut Automation
About
Governance, Risk, and Compliance simplified for new-age businesses.Compliance Management, Information Security, SOC 2, ISO 27001, GDPR, HIPAA, CCPA, PCI DSS, GRC, and risk management
Industries
Emerging TechnologiesIT Services & Consulting
Employee ratings
10 reviews
3.6/ 5
Culture
3.6
Career growth
3.5
Work-life
3.9
Employees rate it well for
Company Culture36Work-Life Balance36
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