Product Support Engineer Intern

ABOUT SMARTWINNR

SmartWinnr 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, SmartWinnrcombines enterprise-grade security with GDPR compliance to help teams train and certify faster.

ABOUT THE ROLE

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.

REGIONS WE SUPPORT : India,

  United States

 , Europe

 , Asia-Pacific

 , Middle East

 

KEY RESPONSIBILITIES

 

▪ Platform issue triage:

Investigate bugs, examine logs, isolate root causes. 

▪ Client support:

Resolve tickets across global regions; meet SLA timelines. 

▪ Cross-functional coordination:

Liaise with product and engineering on escalations. 

▪ SOP and documentation:

Write runbooks, guides, and internal knowledge articles. 

▪ Data analysis:

Spot trends; reduce recurring ticket volume proactively. 

▪ QA assistance:

Test new features before release; flag edge cases. 

▪ Knowledge base:

Create user-facing FAQs and help content. 

▪ Process improvement:

Suggest workflow fixes no idea is too small. 

MINIMUM REQUIREMENTS

 

▪

Analytical mindset: read data, think before escalating 

▪

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

▪

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

▪

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

▪

Ownership mindset: treat every client issue like your own product 

▪

Team player: small, collaborative team; egos stay out 

▪

Works independently: execute once briefed, without hand-holding 

▪

SOP creator: document processes, not just complete them 

▪

Good written English: clarity is non-negotiable in client comms 

WHAT WE EXPECT FROM YOU

• Strong analysis
• Attention to detail
• Meets deadlines
• Accountability & ownership
• Team collaboration
• Works independently
• Creates SOPs
• Clear communication
• Takes ownership

WHAT YOU WILL GAIN

 

▪

Hands-on exposure to an enterprise-grade SaaS product 

▪

Mentorship from senior engineers and Client engagement managers 

▪

Global support experience across regulated industries 

▪

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

▪

Opportunity to convert to a full-time role on performance 

GOOD TO HAVE

 

▪

Exposure to SaaS platforms or enterprise software 

▪

Writing help documentation or process guides 

▪

Any prior internship in a technical or product role