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.

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Top 50 Fastest Growing Tech

Deloitte Fast 50

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Marketing Automation of the Year

Frost & Sullivan 2019

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FT 1000 High-Growth Asia-Pacific

Financial Times

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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

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• Take full ownership of customer issues — from the first touchpoint to complete resolution
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• 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
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• 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
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• 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
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• Deliver resolution within SLA timelines — every time, without exception — with heightened urgency around issues that block disbursements, collections, or regulatory reporting deadlines
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• Work closely with engineering and product teams to surface bugs, patterns, and improvement opportunities specific to BFSI workflows and integrations
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• Manage and exceed customer expectations — turn every support interaction into a trust-building moment with compliance-conscious BFSI stakeholders
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• Contribute to the knowledge base — write clear technical articles, scripts, and diagnostic guides, including BFSI-specific troubleshooting playbooks
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Support customer onboarding — deliver product training (web and in-person) for admins and end users at banks, NBFCs, and insurance companies

04 ✅ Must Have

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• 1 to 3 years of experience in product/technical support for a web-based SaaS platform
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• Strong troubleshooting ability — you can diagnose complex issues systematically and efficiently
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Solid understanding of APIs, Webhooks, and Connectors

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• Excellent written and verbal communication — clear, empathetic, and professional, including when navigating compliance-sensitive conversations
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• Experience working with North American and/or Indian enterprise customers; experience with BFSI (banking, NBFC, insurance, or fintech lending) customers is a strong plus
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Ability to work in a 24/7 shift environment

Good to Have

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• Working knowledge of at least one programming language — PHP, Java, or Python
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Experience with CRM or marketing automation platforms

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

05 📊 Key Metrics You'll Own

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First Response Time

Speed matters — always

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SLA Adherence

Zero misses, every ticket

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CSAT Score

Delight, don't just resolve

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KB Contribution

Share knowledge, scale impact

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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