Senior Engineer - Product Support

Darwinbox Digital Solutions Pvt. Ltd.; Mumbai; On-site; INR 600,000 - 1,200,000; Full time

Job summary

LeadSquared in Mumbai is seeking a Product Support specialist for its BFSI vertical. You will own customer issues end-to-end, diagnose platform problems, and guide customers through solutions via phone, email, and chat, ensuring clear communication and timely resolutions.

The role requires 1–3 years of SaaS support experience, strong API/Webhook knowledge, and the ability to coordinate with engineering for BFSI-specific workflows.

Qualifications

• 1–3 years of experience in product/technical support for a SaaS platform.
• Strong troubleshooting ability and systematic issue diagnosis.
• Solid understanding of APIs, Webhooks, and Connectors.
• Excellent written and verbal communication, including compliance-sensitive conversations.

Responsibilities

• Take full ownership of customer issues — from the first touchpoint to complete resolution.
• Diagnose, troubleshoot, and resolve technical issues across the LeadSquared platform with speed and precision.
• Ask sharp, targeted questions to get to the root cause— fast, including tracing failures across BFSI integrations.
• Guide customers through solutions via phone, email, and chat with patience and clarity.
• Deliver resolution within SLA timelines — every time, with urgency around critical disbursement or regulatory deadlines.
• Work closely with engineering and product teams to surface bugs and improvement opportunities for BFSI workflows.
• Manage and exceed customer expectations — build trust with BFSI stakeholders.
• Contribute to the knowledge base — write technical articles, scripts, and diagnostic guides.
• Support onboarding — deliver product training for admins and end users at banks, NBFCs, and insurers.

Skills

APIs

Webhooks

Connectors

Communication

Troubleshooting

Tools

CRM platforms

Job description

LeadSquared is one of the fastest-growing SaaS companies in the CRM space — trusted by 1,700+ customers and 2 lakh+ users globally. We help organisations run high-velocity sales through intelligent automation, enabling teams to close more, faster. Backed by Stakeboat Capital and Gaja Capital, our 1,300+ strong team spans India, the US, Middle East, ASEAN, ANZ, and South Africa.

BFSI — banks, NBFCs, housing finance companies, insurers, and digital lenders — is one of LeadSquared's largest and most mission‑critical verticals, powering digital lending and insurance sales journeys where uptime, accuracy, and compliance directly affect our customers' business.

Top 50 FastestGrowing Tech

MarketingAutomation of the Year

FT 1000High-Growth Asia-Pacific

Top RatedProduct

02 The Opportunity

Product Support at LeadSquared is not a call centre. It is a critical, high-impact role that sits at the intersection of technology, customer relationships, and product improvement —and within the BFSI vertical, it also sits at the intersection of compliance and business continuity. You are the expert BFSI customers turn to when a disbursement is stuck, a policy workflow breaks, or an integration with a bureau or KYC provider fails — and your ability to solve, communicate, and empathise directly shapes their experience with LeadSquared.

We are looking for people who love making customers successful — who feel the customer's pain, own the problem, and don't rest until it's resolved, especially when a fix carries real business and regulatory stakes for a bank, NBFC, or insurer.

• Take full ownership of customer issues — from the first touchpoint to complete resolution
• Diagnose, troubleshoot, and resolve technical issues across the LeadSquared platform with speed and precision, including issues within loan/policy origination workflows and disbursement or renewal pipelines
• Ask sharp, targeted questions to get to the root cause— fast, including tracing failures across bureau checks, eKYC/eSign steps, and other BFSI-specific integrations
• Guide customers through solutions via phone, email, and chat with patience and clarity — often engaging credit, risk, operations, or compliance teams on the customer side
• Deliver resolution within SLA timelines — every time, without exception — with heightened urgency around issues that block disbursements, collections, or regulatory reporting deadlines
• Work closely with engineering and product teams to surface bugs, patterns, and improvement opportunities specific to BFSI workflows and integrations
• Manage and exceed customer expectations — turn every support interaction into a trust‑building moment with compliance‑conscious BFSI stakeholders
• Contribute to the knowledge base — write clear technical articles, scripts, and diagnostic guides, including BFSI‑specific troubleshooting playbooks
• Support customer onboarding — deliver product training (web and in‑person) for admins and end users at banks, NBFCs, and insurance companies

04 Must Have

• 1 to 3 years of experience in product/technical support for a web-based SaaS platform
• Strong troubleshooting ability — you can diagnose complex issues systematically and efficiently
• Solid understanding of APIs, Webhooks, and Connectors
• Excellent written and verbal communication — clear, empathetic, and professional, including when navigating compliance-sensitive conversations
• Experience working with North American and/or Indian enterprise customers; experience with BFSI (banking, NBFC, insurance, or fintech lending) customers is a strong plus
• Ability to work in a 24/7 shift environment

Good to Have

• Working knowledge of at least one programming language— PHP, Java, or Python
• Experience with CRM or marketing automation platforms
• Exposure to core banking systems, Loan Origination Systems (LOS), or Loan Management Systems (LMS) — e.g., FinnOne, Newgen, Lentra, or similar
• Familiarity with BFSI‑specific integrations — credit bureau checks (CIBIL/Experian/CRIF), eKYC/Aadhaar-based verification, DigiLocker, or eSign
• Basic awareness of RBI/IRDAI regulatory guidelines relevant to digital lending or insurance distribution
• Ability to create proof‑of‑concept solutions, sample scripts, and diagnostic tools

First Response Time

Speed matters — always

SLA Adherence

Zero misses, every ticket

CSAT Score

Delight, don't just resolve

KB Contribution

Share knowledge, scale impact

At LeadSquared, this role is not just a function — it's a reflection of who we are as a company. Here's how your work ties to our core values:

Every ticket, every call, every chat — the customer comes first, whether it's a bank, an NBFC, or an insurer.

You feel the frustration of a stuck disbursement or blocked policy issuance. You own the fix. You follow through.

No escalation until you've exhausted every option. You own it.

You set realistic expectations and always deliver on your word — critical when compliance deadlines are on the line.

You don't just fix — you find smarter ways to prevent issues across BFSI‑specific workflows.

You are the bridge between BFSI customers and the product team.

07 Why LeadSquared

Work in an environment where impact is visible and rewarded quickly

Collaborate with industry leaders and product innovators

Accelerated Career

Performance‑driven growth — your trajectory is in your hands

Easily approachable management — ideas are heard and acted on

Work at the centre of one of the fastest‑growing BFSI CRM and lending automation practices in the market

A culture that trusts its people to deliver on their own terms

If you believe great support in BFSI is not about closing tickets — it's about earning the trust of a bank, an NBFC, or an insurer when it matters most — we want you on this team.