Product Support Engineer

About the role

We are seeking a highly skilled and dedicated Product Support Engineer to join our dynamic team. This individual will provide expert technical support for our Finance and Lending products, with a strong focus on problem-solving, troubleshooting, and optimizing product performance. The ideal candidate should have hands-on experience with SQL databases, basic Java programming, and a deep understanding of finance products, particularly in lending businesses.

Key responsibilities

• Product Support: Provide ongoing technical support for finance-related products, particularly those in the lending space, ensuring optimal performance and client satisfaction.
• Database Management: Expert-level knowledge in SQL, PostgreSQL, and MySQL to troubleshoot, optimize, and query databases effectively.
• Automation & Analytics Support: Provide expertise in utilizing automation tools for automating additional applications and workflows, and  BI tools for creating and managing analytics dashboards to support data-driven decision-making.
• Application Support: Assist in configuring, managing, and supporting tools and ticketing system for ticketing and issue tracking, and documentation tool for documentation and internal collaboration.
• Testing & Automation: Utilize Karrate framework for automated testing and ensure product functionality and integrity through thorough testing.
• System Configuration: Apply knowledge of Ansible for configuration management and deployment automation.
• Linux Administration: Leverage Linux skills to troubleshoot server issues and support infrastructure as needed.
• Customer Liaison: Communicate effectively with clients to resolve issues, explain technical details, and gather feedback to inform product improvements.

Requirements

Experience:

• Minimum of 3-5 years in a product support or technical support role, preferably in finance, lending, or related industries.
• Strong experience in SQL, PostgreSQL, MySQL.
• Familiarity with Java (basic knowledge for debugging and understanding logic).
• Solid understanding of finance products, particularly in the lending sector (experience is a plus).

Technical Skills:

• Expertise with Metabase and Appsmith for analytics and dashboard management.
• Experience with Zammad Helpdesk for managing support tickets and customer queries.
• Working knowledge of Coda.io for document management and internal collaboration.
• Proficiency in Karrate Framework for automated testing and system validation.
• Hands-on experience with Ansible for configuration management and automation.
• Strong Linux knowledge for troubleshooting and system management.

Soft Skills:

• Strong problem-solving abilities and logical thinking.
• Excellent communication skills (both verbal and written) to interact with customers and cross-functional teams.
• Ability to work independently and in a collaborative team environment.
• Detail-oriented with a strong focus on delivering quality support and maintaining high client satisfaction.

Education :

Bachelor's degree in Computer Science, Information Technology, Engineering, or related field (preferred).

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Nice to have:

• Knowledge of cloud platforms (AWS, GCP, or Azure).
• Familiarity with financial regulations and the lending business process.

Growth opportunities:

• Lending Business: Gain deep expertise in the fast-growing lending industry and expand your understanding of financial products, regulations, and processes.
• Technical Knowledge: Enhance your technical skills in database management, application support, and automation tools, with opportunities for advanced certifications in relevant technologies.
• Automation: Play a pivotal role in automating processes, improving efficiency, and adopting cutting-edge tools like Ansible, Karrate, and Appsmith to drive system improvements and product performance.
• Leadership Opportunities: Opportunity to take on leadership roles in the future as the team expands, with potential to mentor junior engineers and shape the product support strategy.

Benefits

SarvaGram is on a mission to revolutionise financial services for millions in rural India. We're building the nation's first data-driven platform that combines cutting-edge technology with a human touch to unlock financial possibilities for underserved households.

This is your chance to be at the forefront of innovation. Join us and:

• Shape the future of FinTech: We're not just building a product, we're creating a new category. Be a part of defining the future of financial inclusion for rural India.

• Embrace a high-growth, high-impact environment: This is a non-linear growth opportunity. Build a platform used by millions and witness the network effect drive massive scale.

• Tackle real-world challenges: Apply your skills to solve critical problems and directly empower rural communities.

• Craft solutions that touch lives: Develop innovative products used by diverse household members, each with unique needs