Product Support Engineer
Scrut Automation · India
- Hybrid
- Full-time
- $70,000 / year
- India
Job highlights
- Resolve complex product issues end-to-end.
- Troubleshoot technical problems and customer issues.
- Support SaaS integrations and cloud platforms.
- Collaborate with engineering and product teams.
- Communicate effectively with customers.
About the role
Product Support Engineer
Location: India (Remote)
Shift: Business Hours (24x5 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 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.
Key skills/competency
- Product Support Engineer
- Technical Troubleshooting
- Customer Communication
- SaaS Integrations
- API Support
- Log Analysis
- Jira
- Slack
- React
- Node.js
Skills & topics
- Product Support Engineer
- Technical Support
- SaaS
- Customer Support
- API
- Troubleshooting
- Jira
- Slack
- React
- Node.js
- Remote
- India
How to get hired
- Tailor your resume: Highlight React, Node.js, API, and troubleshooting skills.
- Showcase SaaS experience: Emphasize customer support and integration skills.
- Demonstrate problem-solving: Provide examples of technical issue resolution.
- Express customer focus: Detail your communication and empathy skills.
- Research Scrut Automation: Understand their mission in cloud security.
Technical preparation
Practice debugging React and Node.js applications.,Master REST API concepts and tools like Postman.,Familiarize yourself with cloud platforms (AWS/GCP/Azure).,Review database basics and data flow principles.
Behavioral questions
Describe a complex technical issue you resolved.,How do you handle difficult customer interactions?,How do you prioritize multiple urgent tickets?,How do you contribute to improving internal documentation?
Frequently asked questions
- What are the key technical skills required for a Product Support Engineer at Scrut Automation?
- For the Product Support Engineer role at Scrut Automation, a strong technical foundation is required. This includes working knowledge of React and Node.js, comfort with REST APIs, Postman/curl, and HTTP responses, experience with browser developer tools for debugging, and a basic understanding of databases and data flow. Familiarity with cloud platforms like AWS, GCP, or Azure is also a plus.
- How important is customer communication for the Product Support Engineer position at Scrut Automation?
- Customer communication is paramount for this role. The Product Support Engineer is expected to provide clear, empathetic, and accurate responses to customers via ticketing tools, Slack, and email, while meeting SLAs. Proactively sharing updates, timelines, and workarounds, and surfacing recurring issues to the Product team are also key aspects of the customer experience.
- What kind of integrations does a Product Support Engineer at Scrut Automation typically support?
- A Product Support Engineer at Scrut Automation will troubleshoot integrations across various systems including cloud platforms (AWS, GCP, Azure), HRIS, ITSM, and identity systems. Understanding OAuth, APIs, webhooks, and authentication flows is crucial for this aspect of the role.
- What is the work arrangement and shift for the Product Support Engineer role at Scrut Automation?
- The Product Support Engineer role at Scrut Automation is a remote position based in India. The shift involves business hours with 24x5 coverage, operating on a rotational basis to ensure continuous support.
- What makes working at Scrut Automation exciting for a Product Support Engineer?
- This role offers the exciting opportunity to make an early impact at a high-growth SaaS startup in India. Employees benefit from a flat-hierarchical, performance-driven culture, rapid growth and learning opportunities, comprehensive medical insurance, and competitive compensation and benefits.
- What is the primary focus of Scrut Automation as a company?
- Scrut Automation is an information security and compliance monitoring platform designed to help small and medium cloud-native enterprises develop and maintain a robust security posture and comply with infosec standards like SOC 2 and ISO 27001.
- What is the expected experience level for a Product Support Engineer at Scrut Automation?
- While specific years of experience aren't detailed, the role requires a 'Technical Foundation' and 'SaaS & Tooling Fluency,' implying some prior experience in technical support or a related field. A background in a B2B SaaS startup is considered a plus.