Job Description

ABOUT SMARTWINNR

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Smart Winnr is an AI-powered sales enablement and coaching platform, primarily for regulated industries including pharmaceutical, medical device, banking, and insurance. It helps sales teams and customer-facing teams practice real customer conversations, get instant AI-driven feedback, and build consistent, compliant field performance.

Used by more than 300,000+ enterprise users globally with over 1 million+ AI-driven coaching sessions completed, Smart Winnrcombines enterprise-grade security with GDPR compliance to help teams train and certify faster.

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ABOUT THE ROLE

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We are looking for a proactive and detail-oriented Product Support Engineer Intern to join our dynamic team in Hyderabad. This is a hands-on technical role not just a support desk. You will work with product, engineering, and customer success teams to diagnose platform issues, support enterprise clients globally, build SOPs, and help make the product better every day.

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REGIONS WE SUPPORT : India, United States , Europe , Asia-Pacific , Middle East

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KEY RESPONSIBILITIES

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▪ Platform issue triage: Investigate bugs, examine logs, isolate root causes.

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▪ Client support: Resolve tickets across global regions; meet SLA timelines.

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▪ Cross-functional coordination: Liaise with product and engineering on escalations.

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▪ SOP and documentation: Write runbooks, guides, and internal knowledge articles.

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▪ Data analysis: Spot trends; reduce recurring ticket volume proactively.

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▪ QA assistance: Test new features before release; flag edge cases.

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▪ Knowledge base:



Create user-facing FAQs and help content.

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▪ Process improvement: Suggest workflow fixes no idea is too small.

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MINIMUM REQUIREMENTS

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▪ Analytical mindset: read data, think before escalating

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▪ Attention to detail: spot what others miss in logs and workflows

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▪ Deadline-driven: SLAs are non-negotiable; communicate early if slipping

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▪ Accountability: own every ticket end-to-end; no finger-pointing

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▪ Ownership mindset: treat every client issue like your own product

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▪ Team player: small, collaborative team; egos stay out

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▪ Works independently: execute once briefed, without hand-holding

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▪ SOP creator: document processes, not just complete them

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▪ Positive written English: clarity is non-negotiable in client comms

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WHAT WE EXPECT FROM YOU

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- Strong analysis

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- Attention to detail

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- Meets deadlines

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- Accountability & ownership

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- Team collaboration

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- Works independently

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- Creates SOPs

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- Clear communication

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- Takes ownership

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WHAT YOU WILL GAIN

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▪ Hands-on exposure to an enterprise-grade SaaS product

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▪ Mentorship from senior engineers and Client engagement managers

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▪ Global support experience across regulated industries

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▪ Portfolio of SOPs, guides, and resolved real-world issues

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▪ Opportunity to convert to a full-time role on performance

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GOOD TO HAVE

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▪ Exposure to SaaS platforms or enterprise software

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▪ Writing help documentation or process guides

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▪ Any prior internship in a technical or product role

📌 Product Support Engineer Intern (Hyderabad)
🏢 SmartWinnr
📍 Hyderabad