Senior Engineer - Product Support

LeadSquared · Mumbai

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Last observed by our collector: 8 October 2026 at 11:40 pm IST. This is not a manual review or a confirmation from the employer.

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Collected role description

<table class="MsoNormalTable" border="1" cellspacing="0" cellpadding="0" width="100%" style="width:100%;border-width:medium;border-style:none;"> <tbody><tr> <td valign="top" style="border:solid 1pt;background:#1F4E78;padding:5pt 7.5pt 5pt 7.5pt;"> 01 🏢 About LeadSquared </td> </tr> </tbody></table> 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.<table class="MsoNormalTable" border="1" cellspacing="0" cellpadding="0" width="100%" style="width:100%;border-width:medium;border-style:none;"> <tbody><tr> <td width="157" style="width:117.5pt;border:solid 1pt;background:#EAF1F8;padding:6pt 4pt 6pt 4pt;"> 🏆 Top 50 Fastest Growing Tech Deloitte Fast 50 </td> <td width="157" style="width:117.5pt;border:solid 1pt;border-left:none;background:#EAF1F8;padding:6pt 4pt 6pt 4pt;"> 🥇 Marketing Automation of the Year Frost & Sullivan 2019 </td> <td width="157" style="width:117.5pt;border:solid 1pt;border-left:none;background:#EAF1F8;padding:6pt 4pt 6pt 4pt;"> 🌏 FT 1000 High-Growth Asia-Pacific Financial Times </td> <td width="157" style="width:117.5pt;border:solid 1pt;border-left:none;background:#EAF1F8;padding:6pt 4pt 6pt 4pt;"> ⭐ Top Rated Product G2 · GetApp · TrustRadius </td> </tr> </tbody></table> <table class="MsoNormalTable" border="1" cellspacing="0" cellpadding="0" width="100%" style="width:100%;border-width:medium;border-style:none;"> <tbody><tr> <td valign="top" style="border:solid 1pt;background:#1F4E78;padding:5pt 7.5pt 5pt 7.5pt;"> 02 🎯 The Opportunity </td> </tr> </tbody></table> 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.<table class="MsoNormalTable" border="1" cellspacing="0" cellpadding="0" width="100%" style="width:100%;border-width:medium;border-style:none;"> <tbody><tr> <td valign="top" style="border:solid 1pt;background:#EAF1F8;padding:7.5pt 10pt 7.5pt 10pt;"> 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. </td> </tr> </tbody></table> <table class="MsoNormalTable" border="1" cellspacing="0" cellpadding="0" width="100%" style="width:100%;border-width:medium;border-style:none;"> <tbody><tr> <td valign="top" style="border:solid 1pt;background:#1F4E78;padding:5pt 7.5pt 5pt 7.5pt;"> 03 ⚙️ What You'll Do </td> </tr> </tbody></table> ● 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 <table class="MsoNormalTable" border="1" cellspacing="0" cellpadding="0" width="100%" style="width:100%;border-width:medium;border-style:none;"> <tbody><tr> <td valign="top" style="border:solid 1pt;background:#1F4E78;padding:5pt 7.5pt 5pt 7.5pt;"> 04 ✅ Must Have </td> </tr> </tbody></table> ● 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 environmentGood 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 <table class="MsoNormalTable" border="1" cellspacing="0" cellpadding="0" width="100%" style="width:100%;border-width:medium;border-style:none;"> <tbody><tr> <td valign="top" style="border:solid 1pt;background:#1F4E78;padding:5pt 7.5pt 5pt 7.5pt;"> 05 📊 Key Metrics You'll Own </td> </tr> </tbody></table> <table class="MsoNormalTable" border="1" cellspacing="0" cellpadding="0" width="100%" style="width:100%;border-width:medium;border-style:none;"> <tbody><tr> <td width="127" style="width:95pt;border:solid 1pt;background:#EAF1F8;padding:6pt 3.5pt 6pt 3.5pt;"> ⏱️ First Response Time Speed matters — always </td> <td width="127" style="width:95pt;border:solid 1pt;border-left:none;background:#EAF1F8;padding:6pt 3.5pt 6pt 3.5pt;"> 🎯 SLA Adherence Zero misses, every ticket </td> <td width="127" style="width:95pt;border:solid 1pt;border-left:none;background:#EAF1F8;padding:6pt 3.5pt 6pt 3.5pt;"> 😊 CSAT Score Delight, don't just resolve </td> <td width="127" style="width:95pt;border:solid 1pt;border-left:none;background:#EAF1F8;padding:6pt 3.5pt 6pt 3.5pt;"> 📚 KB Contribution Share knowledge, scale impact </td> <td width="127" style="width:95pt;border:solid 1pt;border-left:none;background:#EAF1F8;padding:6pt 3.5pt 6pt 3.5pt;"> 🔁 Escalation Rate Solve more, escalate less </td> </tr> </tbody></table> <table class="MsoNormalTable" border="1" cellspacing="0" cellpadding="0" width="100%" style="width:100%;border-width:medium;border-style:none;"> <tbody><tr> <td valign="top" style="border:solid 1pt;background:#1F4E78;padding:5pt 7.5pt 5pt 7.5pt;"> 06 💙 How You'll Embody Our Values </td> </tr> </tbody></table> 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:<table class="MsoNormalTable" border="1" cellspacing="0" cellpadding="0" width="100%" style="width:100%;border-width:medium;border-style:none;"> <tbody><tr> <td width="207" valign="top" style="width:155pt;border:solid 1pt;background:#F7F7F7;padding:6.5pt 6.5pt 6.5pt 6.5pt;"> ◆ Customer Obsession Every ticket, every call, every chat — the customer comes first, whether it's a bank, an NBFC, or an insurer. </td> <td width="207" valign="top" style="width:155pt;border:solid 1pt;border-left:none;background:#F7F7F7;padding:6.5pt 6.5pt 6.5pt 6.5pt;"> ◆ Empathy You feel the frustration of a stuck disbursement or blocked policy issuance. You own the fix. You follow through. </td> <td width="207" valign="top" style="width:155pt;border:solid 1pt;border-left:none;background:#F7F7F7;padding:6.5pt 6.5pt 6.5pt 6.5pt;"> ◆ Ownership No escalation until you've exhausted every option. You own it. </td> </tr> <tr> <td width="207" valign="top" style="width:155pt;border:solid 1pt;border-top:none;background:#F7F7F7;padding:6.5pt 6.5pt 6.5pt 6.5pt;"> ◆ Integrity You set realistic expectations and always deliver on your word — critical when compliance deadlines are on the line. </td> <td width="207" valign="top" style="width:155pt;border-top:none;border-left:none;border-bottom:solid 1pt;border-right:solid 1pt;background:#F7F7F7;padding:6.5pt 6.5pt 6.5pt 6.5pt;"> ◆ Innovation You don't just fix — you find smarter ways to prevent issues across BFSI-specific workflows. </td> <td width="207" valign="top" style="width:155pt;border-top:none;border-left:none;border-bottom:solid 1pt;border-right:solid 1pt;background:#F7F7F7;padding:6.5pt 6.5pt 6.5pt 6.5pt;"> ◆ Collaboration You are the bridge between BFSI customers and the product team. </td> </tr> </tbody></table> <table class="MsoNormalTable" border="1" cellspacing="0" cellpadding="0" width="100%" style="width:100%;border-width:medium;border-style:none;"> <tbody><tr> <td valign="top" style="border:solid 1pt;background:#1F4E78;padding:5pt 7.5pt 5pt 7.5pt;"> 07 🚀 Why LeadSquared </td> </tr> </tbody></table> <table class="MsoNormalTable" border="1" cellspacing="0" cellpadding="0" width="100%" style="width:100%;border-width:medium;border-style:none;"> <tbody><tr> <td width="310" valign="top" style="width:232.5pt;border:solid 1pt;background:#F7F7F7;padding:6.5pt 6.5pt 6.5pt 6.5pt;"> ⚡ Fast-Paced Growth Work in an environment where impact is visible and rewarded quickly </td> <td width="310" valign="top" style="width:232.5pt;border:solid 1pt;border-left:none;background:#F7F7F7;padding:6.5pt 6.5pt 6.5pt 6.5pt;"> 🧠 Best Minds Collaborate with industry leaders and product innovators </td> </tr> <tr> <td width="310" valign="top" style="width:232.5pt;border:solid 1pt;border-top:none;background:#F7F7F7;padding:6.5pt 6.5pt 6.5pt 6.5pt;"> 📈 Accelerated Career Performance-driven growth — your trajectory is in your hands </td> <td width="310" valign="top" style="width:232.5pt;border-top:none;border-left:none;border-bottom:solid 1pt;border-right:solid 1pt;background:#F7F7F7;padding:6.5pt 6.5pt 6.5pt 6.5pt;"> 🤝 Open Leadership Easily approachable management — ideas are heard and acted on </td> </tr> <tr> <td width="310" valign="top" style="width:232.5pt;border:solid 1pt;border-top:none;background:#F7F7F7;padding:6.5pt 6.5pt 6.5pt 6.5pt;"> 🏦 BFSI Leadership Work at the centre of one of the fastest-growing BFSI CRM and lending automation practices in the market </td> <td width="310" valign="top" style="width:232.5pt;border-top:none;border-left:none;border-bottom:solid 1pt;border-right:solid 1pt;background:#F7F7F7;padding:6.5pt 6.5pt 6.5pt 6.5pt;"> ⏰ Flexible Environment A culture that trusts its people to deliver on their own terms </td> </tr> </tbody></table> <table class="MsoNormalTable" border="1" cellspacing="0" cellpadding="0" width="100%" style="width:100%;border-width:medium;border-style:none;"> <tbody><tr> <td valign="top" style="border:solid 1pt;background:#1F4E78;padding:10pt 10pt 10pt 10pt;"> 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. Apply at: careers.leadsquared.com </td> </tr> </tbody></table>

Collected experience requirement

3 - 5 Years