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