Role Summary
LeadSquared is looking for an analytical, customer-focused Senior Product Support Engineer to join our Customer Support team in Bengaluru. In this role, you will deliver L2/L3 technical support for enterprise SaaS clients across the globe. You will dive into complex platform configurations, debug REST APIs, inspect webhooks, analyze server logs and HTTP request/response payloads, and collaborate closely with Engineering and Product teams to resolve mission-critical platform issues.
Key Responsibilities
- L2/L3 Enterprise Support: Own and drive end-to-end technical investigations for enterprise customer escalations, ensuring fast and accurate resolutions.
- API & Webhook Troubleshooting: Debug third-party integrations, connectors, webhook deliveries, and data pipelines using Postman, browser dev tools, and server log aggregators.
- Root-Cause Analysis (RCA): Replicate software defects in staging environments, identify underlying platform bugs, and draft detailed technical bug reports for Engineering.
- Technical Documentation: Create, maintain, and expand knowledge-base articles, troubleshooting runbooks, and integration documentation to improve support scalability.
Key Qualifications
- Education: Bachelor's or Master's degree in Computer Science, Information Technology, Engineering, or a related field.
- Experience: 2 to 4 years of experience in product support, technical support, or application engineering within a B2B SaaS environment.
- Core Stack: Strong hands-on expertise in REST APIs, webhooks, Postman, HTTP traces, JSON/XML payload inspection, and log debugging.
- Nice to Have: Scripting or code-reading proficiency in Python, Java, or PHP; previous experience supporting CRM or marketing automation architectures.
- Professional Competencies: Excellent verbal and written customer-facing communication, proactive problem-solving under pressure, and willingness to support rotational shifts.
About LeadSquared
LeadSquared is a high-growth SaaS platform in the sales execution and marketing automation space, powering end-to-end workflows for over 2,000 businesses and 400,000+ users worldwide.