Senior Product Support Engineer

About The Role

We are looking for a Senior Product Support professional to join our global Product Support team in Bengaluru. This is a hands-on, technical support role for someone who thrives in high-stakes production environments and wants to make a measurable impact on the systems that power the global securities finance market.

As a Senior Product Support team member, you will be the technical backbone of our incident response capability. You will lead the resolution of complex production issues, drive root cause analysis, build automation to improve system reliability, and act as the primary technical escalation point for junior team members and clients. You will work closely with Engineering, DevOps, Infrastructure, and Client teams across multiple time zones.

What You'll Do

• Lead the resolution of complex, multi-system production incidents across our global product suite, owning issues end-to-end from detection through post-incident review.
• Conduct in-depth root cause analysis across distributed systems, databases, APIs, and message queues (Kafka/MQ), using structured methodologies (5 Whys, Fishbone, Timeline Analysis).
• Develop and optimise SQL scripts, Python utilities, and shell automation to enhance monitoring, reduce manual effort, and improve mean time to resolution.
• Act as the primary technical escalation point for L1 engineers and clients during high-priority incidents, leading incident bridges and managing stakeholder communication.
• Proactively monitor production environments, identify anomalies and trends, and take corrective action before issues impact clients.
• Collaborate with Engineering, DevOps, and Infrastructure teams on release validation, deployment support, and system reliability improvements.
• Create and maintain detailed operational documentation, including runbooks, troubleshooting guides, and known error databases.
• Mentor and develop junior team members, ensuring consistent support practices, knowledge sharing, and adherence to escalation procedures.
• Identify recurring issues and drive systemic improvements through automation, process redesign, and cross-functional initiatives.
• Ensure adherence to operational risk controls, audit requirements, SLA commitments, and internal service standards.
  
  

What We're Looking For

• 5+ years of experience in L2/L3 application or production support, ideally within financial technology, capital markets, or high-availability SaaS environments.
• Proven track record of independently analysing and resolving complex technical issues across distributed systems and databases.
• Strong SQL proficiency including query optimisation, execution plan analysis, data validation, and troubleshooting in Oracle, SQL Server, or equivalent.
• Solid experience with Unix/Linux, including shell scripting, log analysis, process management, and system diagnostics.
• Working knowledge of Python for automation, monitoring, and tooling development
• Experience supporting or investigating issues in microservices architectures, REST APIs, and event-driven systems.
• Familiarity with messaging platforms such as Kafka or IBM MQ for investigating message flow and performance issues.
• Hands-on experience with monitoring and observability tools (e.g., Grafana, Geneos, Splunk, ELK, or equivalent).
• Strong communication skills with demonstrated ability to manage client expectations during high-pressure incidents and simplify technical complexity for non-technical stakeholders.
• Experience conducting structured root cause analysis and driving preventive actions across teams.
• Knowledge of ITIL practices (Incident, Problem, Change Management) and experience with ITSM platforms such as ServiceNow.
• A proactive mindset with a track record of identifying and driving process improvements, not just following existing procedures.
• Prior experience in securities lending, post-trade systems, or financial services operations is highly desirable.
  
  

What Sets You Apart

• You have built automation that is used by your team daily and can quantify its impact.
• You have led incident bridges with multiple teams and kept clients informed without being prompted.
• You have conducted RCAs that led to lasting systemic improvements, not just quick fixes.
• You have mentored junior engineers and helped raise the overall capability of your team.
• You research companies before applying and can articulate why EquiLend specifically interests you.
• You are open to working on a shift rota basis (this team works mornings and evening shifts across the week as well as on call when required)
  
  

Why EquiLend

• Be rewarded for your impact through an annual performance-linked variable pay award, in addition to your fixed CTC.
• Work flexibly with up to 100 remote working days per calendar year.
• Take time to recharge with 30 days of paid leave per year, comprising paid, casual, and sick leave, plus public holidays.
• Access comprehensive health insurance for you and your dependents from your first day.
• Receive personal accident insurance from the start of your employment.
• Connect with colleagues at an annual company-sponsored team retreat, hosted at a new location each year.
• If relocating from more than 40 miles away, receive hotel accommodation and travel ticket reimbursement.
  
  

About EquiLend


EquiLend is a global financial technology firm at the center of the securities finance industry. Since 2001, we have built the infrastructure that financial institutions rely on to trade, manage, and report. This includes products such as our NGT trading platform, Post Trade Suite, DataLend market intelligence, RegTech solutions, and EquiLend Clearing Services.

We operate across North America, EMEA, and Asia-Pacific, working with banks, broker dealers, asset managers, and custodians to bring greater efficiency, transparency, and automation to the securities finance lifecycle. Our teams combine deep market expertise with a focus on building technology that works at scale, under real-world conditions, for some of the world's most demanding financial institutions.

EquiLend is Great Place to Work Certified™ in the U.S., UK, Ireland, and India, and has been recognized as Global Data Provider of the Year and Regulatory Solution of the Year at the Securities Finance Times Industry Excellence Awards 2025.

Diversity & Inclusion

We know that the best solutions come from teams that bring different perspectives, backgrounds, and ways of thinking to the table. At EquiLend, we are committed to building a workplace where everyone feels they belong and aim to reflect this in how we hire, develop, and support our people.

We are actively working to ensure our teams are as diverse as the global markets and clients we serve. That means creating an environment where different viewpoints are sought out and where people can do their best work regardless of background.

If you require any reasonable adjustments or accommodations at any stage of the recruitment process, please let us know and we will work with you to make it happen.