Senior Product Implementation & Support Engineer

Experience: 4+ Years

Location : Remote

Qualification : Bachelor's degree in Computer Science, Information Technology, Electronics

Shift : 09:30 AM to 6:30 PM

Role Overview

We are seeking an experienced and customer-oriented Senior Product Implementation & Support Executive to independently manage client implementations, provide advanced product support, and handle complex HRMS and payroll-related queries. The candidate will be responsible for ensuring smooth client onboarding, effective product adoption, timely issue resolution, and strong client relationships.

Key Responsibilities

• Minimum 1 year of experience in product implementation, software support, customer support, or a similar role.
• Experience with HRMS, HR software, payroll software, or SaaS products is preferred.
• Good understanding of HR operations, attendance, leave management, and basic payroll concepts.
• Strong verbal and written communication skills in Hindi and English.
• Good problem-solving, client-handling, and follow-up skills.
• Comfortable working with Excel, online meetings, and web-based software applications.
• Willingness to learn product functionality and manage multiple client requests.
  
  

Required Skills & Qualifications

• Minimum 4 years of experience in product implementation, HRMS support, payroll software, or a related SaaS role.
• Strong hands-on experience with HRMS platforms and a practical understanding of payroll and HR operations.
• Good understanding of attendance calculations, shift management, leave policies, payroll processing, and statutory payroll concepts.
• Excellent verbal and written communication skills in Hindi and English.
• Strong analytical, troubleshooting, and root-cause analysis skills.
• Proven ability to independently manage multiple clients, implementation timelines, and escalations.
• Strong client relationship management, ownership, and coordination skills.
• Good Excel skills and experience maintaining implementation and support documentation.
  
  

Preferred Candidate Profile

• Prior experience working with HRMS or payroll platforms such as Keka, greytHR, Saral PayPack, or similar solutions.
• Experience managing multiple client implementations and supporting live payroll operations.
• Ability to work independently, prioritize issues, and take ownership until resolution.
• Experience mentoring junior colleagues or sharing product knowledge with team members.