Bangalore, Karnataka, India · On-site
About SpotDraft SpotDraft is on a mission to help legal and business teams move faster, together. Our AI-powered contracting platform is redefining how companies manage contracts, and our story deserves to be told in cre…
Skills: Product Support, API Debugging, Log Analysis, Integration Troubleshooting, Prompt Engineering
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Act as the technical backbone of the support team by resolving complex UI configurations, API issues, and integration failures. Identify recurring product patterns to provide structured feedback to Engineering and mentor L1 support staff.
Requires 3+ years of experience in B2B SaaS product support with deep technical fluency in APIs, HTTP codes, and log analysis tools. Must demonstrate expert-level proficiency in LLM tools, MCP servers, and the ability to communicate complex technical issues to stakeholders.
SpotDraft is on a mission to help legal and business teams move faster, together. Our AI-powered contracting platform is redefining how companies manage contracts, and our story deserves to be told in creative, human, and memorable ways.
The Product Support Specialist II is the technical backbone of the Support team. You sit at the intersection of product depth, integration expertise, and pattern intelligence, resolving what L1 cannot, training the team to close the gap, and converting recurring problems into structured signals for Engineering and Product.
Complex UI Config
Handle advanced workflow configuration including Conditional Approvals, multi-step UI setups, and edge-case config scenarios that L1 cannot resolve.
OOB Integrations - Setup, configure, debug, and isolate log-level issues for all core out-of-the-box integrations, end to end.
API and Webhooks - full knowledge and debugging: HTTP errors, payload inspection, response analysis, and integration-level root cause isolation.
CLM Log analysis - read and work with internal CLM logs to isolate issues before escalating to Engineering.
Advanced tooling - Metabase (joins, custom logic), DataDog, HAR, Groundcover, GCP log analysis. You pick the right tool for the job.
Template changes and computations - execute basic template change requests and read, modify, and validate template computation logic accurately.
Spot recurring issues across ticket volume before they become systemic - your job is to see the signal before leadership asks for it.
Hand off patterns as structured, evidence-backed submissions to Product and Engineering - not Slack messages, not verbal flags. Documented, prioritised, traceable.
Own special projects delegated by your Manager - deliver end-to-end with no hand-holding required.
Train new joiners to L1 operational standard within expected ramp timelines - you own their technical onboarding.
Write, update, and improve Help Articles based on what you learn from tickets - your KB contributions should reduce repeat questions over time.
Guide L1s informally through KT sessions and pair troubleshooting - minimum twice a month. You are expected to be available and useful, not just available.
Expert AI literacy — advanced prompting, multi-step context management, critical evaluation of model output. You know when to trust it and when not to.
MCP servers — not just familiar, expert. Integrated into your debugging and escalation workflow as standard practice.
Ensure KB articles you author are structured for AI retrieval accuracy — not just readable by humans. You understand that what you write may be used to train or inform AI responses.
Coach L1s on AI usage quality — what to review, what to override, what to flag. You are the AI quality bar for your pod.
3+ years as a Product Support Specialist, Product Support Engineer, or equivalent in a B2B SaaS environment. You must have operated at L1 level and be ready to demonstrate it.
Hands-on experience setting up and troubleshooting OOB integrations and connectors — not just familiarity. You have debugged integration failures at log level and owned the resolution.
Deep understanding of HTTP error codes, API request/response cycles, webhook behaviour, and payload inspection. You have debugged API issues without Engineering holding your hand.
Proficient in DataDog, HAR, Groundcover, GCP, and Metabase — joins, filters, custom queries. You use these to isolate root cause, not just to check if something is broken.
Ability to read, understand, and modify template logic and computation structures. Errors in your template work should be rare — not a recurring pattern.
Expert-level use of LLM tools and MCP servers as daily workflow tools. Prompt engineering at depth, output evaluation, and the judgment to know when AI is wrong. This is beyond awareness — it's fluency.
Ability to synthesise patterns across tickets and communicate them with precision, structured, evidence-backed, and actionable. Not every problem is a signal, and you know the difference.
You can train and guide junior team members without being asked twice. You find it natural to share knowledge, and people actually learn from you.
Impeccable written communication. Confident working with senior stakeholders at large enterprise accounts. You write with precision and adapt your tone to context.
Willingness to work in a 24/7 support environment across coverage windows.
Brilliant teammates—Work with some of the sharpest minds in legal tech.
Expand your network—Interact with top founders, investors, and industry leaders.
Real impact—Take ownership of projects and see your work in action.
Big goals, bold moves—We trust you to deliver, innovate, and push boundaries.
Our business is to delight Customers
Be Transparent. Be Direct
Be Audacious
Outcomes over everything else
Elevate each other
Be Passionate. Take Ownership.
Be 1% better every day
All candidates’ personal data shared during the recruitment process will be handled with utmost confidentiality and used solely for hiring purposes, in line with applicable data protection regulations.
*SpotDraft is an equal-opportunity employer. Candidates will not be discriminated against based on race, ethnicity, color, religion, caste, sex, gender identity, sexual orientation, national origin, veteran, or disability status
Award winning, AI-driven, end-to-end contract automation platform for companies of all sizes
SpotDraft is on a mission to build the future of how legal works. The way we do that is to make contracts feel a lot less like paperwork and a lot more like progress. Founded by Madhav Bhagat and Shashank Bijapur, SpotDraft reflects the founders’ own cross-continental journeys into law and technology. Shashank trained as a lawyer at Harvard Law School and worked in New York as a corporate lawyer. Madhav, a computer science graduate from Carnegie Mellon University, built his career as a software engineer in the U.S. That combination of a lawyer who lived the pain of contracting and an engineer who knows how to build for scale became the foundation of SpotDraft’s product philosophy. The platform is built for teams working under real pressure. Tight timelines, real risk, and real business impact. Its AI supports legal judgment, not replaces it, helping teams draft faster, review smarter, surface key clauses and obligations, and free up time to focus on what truly matters: advising the business, shaping decisions, managing risk with confidence, and collaborating better as true business enablers. But SpotDraft isn’t only for legal teams. Sales, procurement, HR, finance, and operations all work inside the same contract ecosystem; so collaboration becomes simpler, handoffs become cleaner, and deals move without friction. Everyone stays aligned, without needing another tool or another process. Simply put: SpotDraft doesn’t just manage contracts. It helps teams move with confidence. One well-designed agreement at a time.
Offices: New York, US · 4th Floor, Building No.97, 17th Cross Road, Sector 4, HSR Layout Bangalore - 560012, 4th Floor, Bangalore, Karnataka 560102, IN
Award winning, AI-driven, end-to-end contract automation platform for companies of all sizes
SpotDraft is on a mission to build the future of how legal works. The way we do that is to make contracts feel a lot less like paperwork and a lot more like progress. Founded by Madhav Bhagat and Shashank Bijapur, SpotDraft reflects the founders’ own cross-continental journeys into law and technology. Shashank trained as a lawyer at Harvard Law School and worked in New York as a corporate lawyer. Madhav, a computer science graduate from Carnegie Mellon University, built his career as a software engineer in the U.S. That combination of a lawyer who lived the pain of contracting and an engineer who knows how to build for scale became the foundation of SpotDraft’s product philosophy. The platform is built for teams working under real pressure. Tight timelines, real risk, and real business impact. Its AI supports legal judgment, not replaces it, helping teams draft faster, review smarter, surface key clauses and obligations, and free up time to focus on what truly matters: advising the business, shaping decisions, managing risk with confidence, and collaborating better as true business enablers. But SpotDraft isn’t only for legal teams. Sales, procurement, HR, finance, and operations all work inside the same contract ecosystem; so collaboration becomes simpler, handoffs become cleaner, and deals move without friction. Everyone stays aligned, without needing another tool or another process. Simply put: SpotDraft doesn’t just manage contracts. It helps teams move with confidence. One well-designed agreement at a time.
Offices: New York, US · 4th Floor, Building No.97, 17th Cross Road, Sector 4, HSR Layout Bangalore - 560012, 4th Floor, Bangalore, Karnataka 560102, IN
