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
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
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, escalate less
06 💙 How You'll Embody Our Values
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:
◆ 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
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

Work arrangement
No