Sr Engineer - Product Support

Product Support at LeadSquaredis not a call centre. It is a critical, high-impact role that sits at theintersection of technology, customer relationships, and product improvement and within the BFSI vertical, it also sits at the intersection of complianceand business continuity. You are the expert BFSI customers turn to when adisbursement is stuck, a policy workflow breaks, or an integration with abureau or KYC provider fails and your ability to solve, communicate, andempathise 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 firsttouchpoint to complete resolution

Diagnose, troubleshoot, and resolve technical issuesacross the LeadSquared platform with speed and precision, including issueswithin 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, andother BFSI-specific integrations

Guide customers through solutions via phone, email, andchat with patience and clarity often engaging credit, risk, operations, orcompliance teams on the customer side

Deliver resolution within SLA timelines every time,without exception with heightened urgency around issues that blockdisbursements, collections, or regulatory reporting deadlines

Work closely with engineering and product teams tosurface bugs, patterns, and improvement opportunities specific to BFSIworkflows and integrations

Manage and exceed customer expectations turn everysupport interaction into a trust-building moment with compliance-conscious BFSIstakeholders

Contribute to the knowledge base write cleartechnical articles, scripts, and diagnostic guides, including BFSI-specifictroubleshooting playbooks

Support customer onboarding deliver product training(web and in-person) for admins and end users at banks, NBFCs, and insurancecompanies

04 Must Have

1 to 3 years of experience in product/technical supportfor a web-based SaaS platform

Strong troubleshooting ability you can diagnosecomplex 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 Indianenterprise customers; experience with BFSI (banking, NBFC, insurance, orfintech 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 OriginationSystems (LOS), or Loan Management Systems (LMS) e.g., FinnOne, Newgen,Lentra, or similar

Familiarity with BFSI-specific integrations creditbureau checks (CIBIL/Experian/CRIF), eKYC/Aadhaar-based verification,DigiLocker, or eSign

Basic awareness of RBI/IRDAI regulatory guidelinesrelevant to digital lending or insurance distribution

Ability to create proof-of-concept solutions, samplescripts, 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 notjust a function it's a reflection of who we are as a company. Here's how yourwork 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