Sr Engineer - Product Support

LeadSquared; Mumbai; On-site; INR 550,000 - 900,000; Full time

Job summary

LeadSquared is seeking a Product Support specialist in Mumbai to own customer issues from first touch to resolution. You will diagnose technical problems across the platform, particularly in loan origination and disbursement workflows within BFSI clients.

You will ask targeted questions, guide customers via phone, email, and chat, and collaborate with engineering to surface bugs and improvements. You’ll also contribute to knowledge bases and provide product training to banks, NBFCs, and insurers.

Qualifications

• 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.

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 reach root cause fast, including BFSI-specific integrations.
• Guide customers through solutions via phone, email, and chat with patience and clarity.
• Deliver resolution within SLA timelines every time, especially for disbursement- or regulatory-related issues.
• Work with engineering and product teams to surface bugs and improvement opportunities.
• Manage expectations and build trust with BFSI stakeholders.
• Contribute to the knowledge base with technical articles and diagnostic guides.
• Support onboarding and deliver product training for admins and end users at banks, NBFCs, and insurers.

Skills

SaaS support

APIs & Webhooks

Communication

24/7 shift

BFSI domain

CRM knowledge

Tools

PHP

Java

Python

Job description

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

03 What You'll Do

• Take full ownership of customer issues from the firsttouchpoint to complete resolution
• Diagnose, troubleshoot, and resolve technical issuesacross the LeadSquared platform with speed and precision, including issueswithin 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, andother BFSI-specific integrations
• Guide customers through solutions via phone, email, andchat with patience and clarity often engaging credit, risk, operations, orcompliance teams on the customer side
• Deliver resolution within SLA timelines every time,without exception with heightened urgency around issues that blockdisbursements, collections, or regulatory reporting deadlines
• Work closely with engineering and product teams tosurface bugs, patterns, and improvement opportunities specific to BFSIworkflows and integrations
• Manage and exceed customer expectations turn everysupport interaction into a trust-building moment with compliance-conscious BFSIstakeholders
• Contribute to the knowledge base write cleartechnical articles, scripts, and diagnostic guides, including BFSI-specifictroubleshooting playbooks
• Support customer onboarding deliver product training(web and in-person) for admins and end users at banks, NBFCs, and insurancecompanies

04 Must Have

• 1 to 3 years of experience in product/technical supportfor a web-based SaaS platform
• Strong troubleshooting ability you can diagnosecomplex 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 Indianenterprise customers; experience with BFSI (banking, NBFC, insurance, orfintech 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 OriginationSystems (LOS), or Loan Management Systems (LMS) e.g., FinnOne, Newgen,Lentra, or similar
• Familiarity with BFSI-specific integrations creditbureau checks (CIBIL/Experian/CRIF), eKYC/Aadhaar-based verification,DigiLocker, or eSign
• Basic awareness of RBI/IRDAI regulatory guidelinesrelevant to digital lending or insurance distribution
• Ability to create proof-of-concept solutions, samplescripts, and diagnostic tools

05 Key Metrics You'll Own

• 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
• Escalation Rate Solve more, escalation less

06 How You'll Embody Our Values

At LeadSquared, this role is notjust a function it's a reflection of who we are as a company. Here's how yourwork ties to our core values:

• Customer Obsession Every ticket, every call, every chat the customer comes first, whether it's a bank, an NBFC, or an insurer.
• Empathy You feel the frustration of a stuck disbursement or blocked policy issuance. You own the fix. You follow through.
• Ownership No escalation until you've exhausted every option. You own it.
• Integrity You set realistic expectations and always deliver on your word critical when compliance deadlines are on the line.
• Innovation You don't just fix you find smarter ways to prevent issues across BFSI-specific workflows.
• Collaboration You are the bridge between BFSI customers and the product team.

07 Why LeadSquared

• Fast-Paced Growth Work in an environment where impact is visible and rewarded quickly
• Best Minds Collaborate with industry leaders and product innovators
• Accelerated Career Performance-driven growth your trajectory is in your hands
• Open Leadership Easily approachable management ideas are heard and acted on
• BFSI Leadership Work at the centre of one of the fastest-growing BFSI CRM and lending automation practices in the market
• Flexible Environment A culture that trusts its people to deliver on their own terms

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.