Lead Product Support Engineer

Sprinto

Player-coach on global support team at Sprinto handling technical complexities and escalations. Involved in leadership and AI workflow improvements supporting customer satisfaction.

Posted 7/15/2026full-timeRemote • 🇮🇳 IndiaSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing P1/P2 incident responses, leading cross-functional teams, and mentoring support engineers. Proficient in utilizing AI-assisted tools and building automations to enhance support workflows and improve customer satisfaction metrics.

Highest-signal resume keywords

P1/P2 Incident ResponseREST APIsSSO (SAML/OIDC)AI-Assisted Support ToolsQueue Coordination

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical SupportSaaS IntegrationsApplication LogsBasic SQLWebhooks

Soft Skills

MentorshipCross-Functional CoordinationCustomer Communication

Tools & Technologies

ZendeskIntercomFreshdesk

Certifications & Qualifications

SOC 2ISO 27001HIPAAGDPR

Industry Keywords

B2B SaaS24/7 Global CoverageSLA AdherenceCSATFRT

Tech Stack

Tools & technologies

SQL

About the role

Key responsibilities & impact

Own every escalation, start to finish. P1/P2 incidents don't get handed off — they get owned. You'll lead triage, drive cross-functional coordination, manage customer communication, and close out post-incident reviews, including the cases AI couldn't close or got wrong.
Keep the shift running, no matter what. You'll run shifts within a global 24/7 follow-the-sun model — clean handoffs, uninterrupted coverage, healthy queues across regions. Nothing falls through the cracks on your watch.
Solve what others can't. The hardest technical tickets — SaaS integrations, REST APIs, SSO (SAML/OIDC), webhooks — land with you. You drive to root cause, not just workarounds.
Hold the AI accountable. Spot-check AI and bot-handled resolutions for accuracy, especially anything touching pricing, security posture, or compliance claims. Decide what needs a human. Turn every miss into a fix in the knowledge base or macro so the bot doesn't repeat it.
Make the team around you better. Coach and level up support engineers through direct mentorship, runbooks, and documentation — including how to work alongside AI well: when to trust a draft, when to override it, and how to spot a confidently wrong answer.
Own queue health and SLA outcomes. Make prioritization calls under load, manage SLA risk across both AI-handled and human queues, and communicate trade-offs clearly to customers and teammates.
Reduce the ticket load, systematically. Build macros, automations, and AI-assisted workflows that measurably cut volume and improve response quality — not just faster firefighting.
Close the loop with Product and Engineering. Surface patterns, flag gaps in AI or KB coverage, and represent the customer's voice in escalations. Recurring issues get fixed, not just managed.

Requirements

What you’ll need

6+ years in technical support or support engineering at a B2B SaaS company, with clear progression toward a senior or lead role
Hands-on experience owning escalations and leading P1/P2 incident response
Has led a shift, mentored peers, or owned queue coordination — formally or informally
Comfortable with REST APIs, SSO (SAML/OIDC), webhooks, application logs, basic SQL, and browser dev tools
Daily working experience with AI-assisted support tools — reviewing output, catching errors, and improving the inputs behind them rather than just accepting what the AI produces
Willing and able to work rotating shifts in a 24/7 global coverage model
Nice to have:
Familiarity with SOC 2, ISO 27001, HIPAA, or GDPR in a product or customer-facing context
Experience with Zendesk, Intercom, or Freshdesk and ownership of metrics like CSAT, FRT, SLA adherence, and AI deflection rate
Has built automations, KB deflection workflows, or designed AI-assisted triage flows from scratch
Experience in a remote-first, async, distributed team

Benefits

Comp & perks

Work wherever you are — 100% remote; home, café, hills, or beach
Co-working, on the house — generous annual allowance if that's your preference
We care about your learning — USD 1,000 annually to level up your skills
We count your spark, not your leaves — unlimited leave to reset when you need it
Your safety net, woven in — health insurance up to INR 10L, accident cover of INR 10L, and life insurance worth 3x annual salary
Workspace setup of your dreams — INR 35,000 to build a setup that works for you