Senior Engineer - Product Support

01 🏢
About LeadSquared
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 Fastest
Growing Tech
Deloitte Fast 50
🥇
Marketing
Automation of the Year
Frost & Sullivan 2019
🌏
FT 1000
High-Growth Asia-Pacific
Financial Times
⭐
Top Rated
Product
G2 · GetApp · TrustRadius
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.
03 ⚙️
What You'll Do
●
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

Experience
3 - 5 Years

Employment type
Full Time

Work arrangement
No