Product Support Engineer

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