Product Support Engineer

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 WE'RE 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…