Lead - Product Support

SarvaGram Fincare Private Limited; Pune District; On-site; INR 900,000 - 1,300,000; Full time

Job summary

SarvaGram Fincare Private Limited, Pune, is seeking a seasoned Product Support professional to own end-to-end resolution of internal product issues across LOS, LMS, customer apps, and operations apps. You will plan and deliver onboarding workshops and feature walkthroughs for Sales, Operations, and Customer Success, adapting training for engineers and rural field agents.

You will own the internal knowledge base, ensure release documentation is up to date, and drive automation to reduce manual

Qualifications

• 5 to 7 years of experience in product support.
• Strong ownership and the first point of contact for feature questions.
• Excellent written and verbal communication for incident summaries and trainings.
• Ability to prioritise across support, training and content without letting any slip.

Responsibilities

• Own end-to-end resolution of internally reported product issues across LOS, LMS, customer apps, and operations apps.
• Monitor production dashboards/alerts and triage issues, deciding fixes and escalations.
• Plan and deliver onboarding trainings and feature walkthroughs for Sales, Operations, and Customer Success.
• Own the internal knowledge base end-to-end and ensure documentation is updated before releases.

Skills

Product support

Training delivery

Documentation

Incident management

Stakeholder communication

Job description

Keyresponsibilities

1. Internal Product Support

• Own end-to-end resolution of internally reported product issues across LOS, LMS, customer apps, and operations apps.
• Monitor production dashboards/alerts.
• Be the escalation point for the support queue — decide what gets fixed directly, what needs engineering, and what needs a workaround.

2. Product Training & Induction

• Plan and deliver recurring training — onboarding workshops, feature-release walkthroughs, refreshers for Sales, Operations, and Customer Success.
• Adapt training delivery and language for varied audiences — from engineers to rural field agents.

3. Product Content

• Own the internal knowledge base end-to-end: user guides, support/run book documentation, FAQs, and release notes.
• Ensure every product before release is accompanied by updated documentation.

4. Basic Maintenance & Debugging of Production Issues

• Own first-level triage and basic fixes for production issues — reading logs/traces, restarting services, applying config changes, running approved scripts/patches.
• Know when to fix directly vs. when to elevate — and provide a clear, structured diagnostic summary so engineering isn’t starting from zero.
• Continuously push for automation and monitoring improvements that reduce repeat manual intervention.

Requirements

• 5 to 7 years of experience working as product support
• Strong ownership mentality — comfortable being the first point of contact for "how does this feature work?"
• Excellent communicator, equally at ease writing a crisp incident summary and running a training session for non-technical field staff.
• Ability to prioritise across three simultaneous mandates (support, training, content) without letting any one slip.
• Patient, empathetic, and genuinely motivated by SarvaGram's mission of unlocking rural India's potential.
• Track record of building or improving a process (support workflow, documentation system, or training program) — not just following one.

Benefits

SarvaGram is on a mission to revolutionize financial services for millions in rural India. We're building the nation's first data-driven platform that combines cutting-edge technology with a human touch to unlock financial possibilities for underserved households.

This is your chance to be at the forefront of innovation. Join us and:

• Shape the future of FinTech: We're not just building a product, we're creating a new category. Be a part of defining the future of financial inclusion for rural India.
• Embrace a high-growth, high-impact environment: This is a non-linear growth opportunity. Build a platform used by millions and witness the network effect drive massive scale.
• Tackle real-world challenges: Apply your skills to solve critical problems and directly empower rural communities.
• Craft solutions that touch lives: Develop innovative products used by diverse household members, each with unique needs.