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Scrut Automation is a venture-backed information security and compliance monitoring platform helping mid-market cloud-native enterprises achieve and maintain security compliance (SOC 2, ISO 27001, GDPR, etc.). The platform reduces manual security and compliance effort by 70% and provides real-time visibility into security posture.
As a Product Support Engineer, you will own end-to-end resolution of complex product issues, from ticket triage through root-cause analysis and customer resolution. This role bridges technical problem-solving with customer communication, requiring you to understand system internals while clearly guiding customers through mission-critical workflows.
Key responsibilities include:
- Investigating and resolving P0–P4 support tickets across product modules
- Analyzing logs, API traces, and error messages to identify root causes
- Reproducing issues and creating structured bug reports for engineering
- Managing customer communication via ticketing systems, Slack, and email while meeting SLAs
- Troubleshooting integrations across AWS, GCP, Azure, HRIS, ITSM, and identity systems
- Understanding OAuth, APIs, webhooks, and authentication flows
- Assisting with integration onboarding and configuration
- Maintaining runbooks, internal documentation, and knowledge bases
- Monitoring support trends, flagging anomalies, and supporting incident response
- Surfacing recurring issues to Product for improvements
You will work on a 24×5 rotational shift schedule covering business hours.
Requirements:
- Working knowledge of React and Node.js
- Comfortable with REST APIs, Postman/curl, and HTTP responses
- Experience debugging via browser developer tools
- Basic understanding of databases and data flow
- Understanding of SaaS models, integrations, and authentication
- Experience with ticketing tools, Slack, Jira, and similar platforms
- Ability to quickly learn new systems
- Strong customer-first mindset and 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 B2B SaaS startups
