Product Support Specialist

About The Job,

The Product Support Specialist is the customer champion, providing expert technical guidance and resolution for intricate issues. They leverage deep product knowledge to diagnose and solve complex problems, while also serving as a critical partner in identifying and implementing customer-driven enhancements. This role thrives on both exceptional customer service and a passion for technical problem-solving, ultimately driving product improvement and a best-in-class customer experience.

Join our team as a highly skilled individual with exceptional product knowledge and strong problem-solving abilities. You will be instrumental in providing expert customer support, collaborating with the product team to enhance product quality, assisting the pre-sales team in customer acquisition, and working closely with the engineering team to ensure product stability

Responsibilities

• Customer Support:
• Provide exceptional technical support to customers via phone, email, and chat.
• Diagnose and troubleshoot customer issues related to our Node.js application, leveraging your expertise in Express, React.js, DynamoDB/MongoDB, and AWS SQS.
• Effectively communicate technical solutions to customers in a clear and concise manner.
• Document customer issues and resolutions for future reference and knowledge sharing.
• Technical Expertise:
• Analyse and debug complex technical problems within our Node.js application.
• Identify and fix bugs in a timely and efficient manner, ensuring code quality and stability.
• Collaborate with the development team to understand the codebase and implement solutions.
• Customer Enhancements:
• Work closely with customers to understand their needs and translate them into actionable enhancement requests.
• Partner with the development team to prioritize, design, and implement customer-driven features.
• Stay up to date on the latest technologies and trends in the Node.js ecosystem and AWS services.
  
  

Requirements

• Bachelor’s degree in computer science or related field.
• 2-6 years of experience as a Product Support Engineer or similar role
• Server-side development using NodeJS, React.js, DynamoDB
• Familiarity with NoSQL databases like DynamoDB or MongoDB.
• Experience with AWS services, CI/CD tools.
• Strong analytical and problem-solving skills.
• Excellent written and verbal communication skills.
• Ability to work independently and as part of a team.
• For candidates with a background in GRC, this role offers a unique opportunity to apply your knowledge in a fast-paced environment.
  
  

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 start-ups in India
• A flat-hierarchical, performance-driven culture
• Rapid growth and learning opportunity.
• Comprehensive medical insurance coverage
• A high-performing action-oriented team
• Immense exposure to the founders and the leadership
• Opportunity to shape the future of the B2B SaaS team with YOUR innovative ideas.
• The 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.