Product Support Associate

**About the Job**

The Associate Product Support Specialist is the first point of contact for customer issues and provides initial support for our B2B SaaS platform. This role is a foundation for learning and growth, working closely with senior team members to diagnose and troubleshoot customer issues. You will be responsible for triaging incoming support cases, gathering necessary information, and working toward a resolution. When a question cannot be immediately answered, you will be expected to use available resources and consult with seniorspecialists to advance the issue in a timely manner.

This position requires a passion for technology and a desire to learn new products and problem-solving techniques. You will spend a significant amount of your time directly assisting customers, with opportunities to contribute to our knowledge base and participate in team-building activities.

**Responsibilities**
- Issue Triage & Troubleshooting: Accurately diagnose and troubleshoottechnical issues under the guidance of senior team members.
- Knowledge Base Contribution: Assist in documenting problem-solvingsteps and best practices to help build internal and external knowledge base articles.
- Customer Communication: Maintain a customer-centric approach, providing clear and empathetic communication to guide customers toward a resolution.
- Product Expertise: Develop a strong foundational understanding of our products and platform to assist customers and escalate complex issues appropriately.
- Team Collaboration: Work closely with the support and product teams to share feedback and contribute to a fast-paced, collaborative environment.

**Requirements**:

- 0 to 1 year of experience in a support, customer service, or technical role, ideally with exposure to B2B SaaS products.
- A strong desire to learn and a natural aptitude for problem-solving.
- Basic understanding of technical concepts such as APIs (requests, responses) and databases (core concepts).
- A customer-centric approach, prioritizing customer needs with patience and empathy.
- Good communication skills, with the ability to explain technical concepts in a clear and simple manner.
- Ability to work in a fast-paced environment and manage multiple tasks.
- Being open to continuous learning and development is essential in this dynamic environment.

**About Us**

Scrut Automation is an information security and compliance monitoring platform, aimed at helping small and medium cloud-native enterprises developand maintain a robust security posture, and comply with various infosec standards such as SOC 2, ISO 27001, GDPR, and the like with ease. With thehelp 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 ofcombined Infosec experience. Scrut is built out of India for the world, withcustomers across India, APAC, North America, Europe and the Middle East.Scrut is backed by Lightspeed Ventures, MassMutual Ventures and EndiyaPartners, 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
- 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
- Competitive compensation package, benefits, and employee-friendly work culture