Lead Product support Engineer

About Sprinto
Sprinto is an Autonomous Trust Platform that centralizes trust requirements across security frameworks, vendors, and customers. Trusted by over 3,000 organizations across 75 countries, Sprinto helps companies stay audit-ready, manage real-time risk, and scale fearlessly — with 300+ native integrations and support for 200+ global security standards including SOC 2, ISO 27001, GDPR, and HIPAA.

Life as a Sprinter
Nobody succeeds at Sprinto by staying in their lane.
We are organized around problems, not job titles. Sprinters take ownership beyond their role, solve hard problems, and care deeply about the impact they create. If something can be improved, fixed, or built, we don't wait for permission — we step in.
Being remote means we rely less on proximity and more on trust. We write things down, communicate openly, and move quickly — because great teams aren't built by sitting together, they're built by pulling in the same direction.
We believe progress beats perfection, feedback is a gift, and doing the right thing matters, even when nobody is watching. And while we move with urgency, we never move alone.
Where You Come In
Sprinto's support team operates at the intersection of customer trust and technical complexity. Our customers are navigating compliance, audits, and security programs — and when something breaks, they need it resolved fast, clearly, and completely.
You'll be a player-coach on our global support team — roughly 50% hands-on ticket work, 50% shift leadership. Our support workflows lean heavily on AI, and a real part of this role is making sure the human team and the AI are actually making each other better — not just coexisting.
 

Where You'll Leave Your Mark: 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.

The kind of builder we're looking For : 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, cat