About LeadSquared
One of the fastest-growing SaaS companies in the CRM space, LeadSquared empowers organizations with the power of automation. More than 1700 customers with 2 lakhs+ users across the globe utilize the LeadSquared platform to automate their sales and marketing processes and run high-velocity sales at scale.
We are backed by prominent investors such as Stakeboat Capital, Jyoti Bansal, and Gaja Capital to name a few. We raised $153mn in our latest Series C funding round from WestBridge Capital, and we're now India's 103rd Unicorn! We are expanding rapidly and our 1100+ strong and still growing workforce is spread across India, the U.S, the Middle East, ASEAN, ANZ, and South Africa.
- Among the Top 50 fastest-growing tech companies in India as per Deloitte Fast 50 programs
- Frost and Sullivan's 2019 Marketing Automation Company of the Year award
- Among Top 100 fastest growing companies in FT 1000: High-Growth Companies Asia- Pacific
- Listed as Top Rates Product on G2Crowd, GetApp, and TrustRadius
Work Location : Cessna Business Park (Bangalore)-WFO
Role Overview
We are seeking a skilled Senior Solutions Engineer to join our Customer Engineering Team within the Engineering Organization. In this role, you will provide expert support for customer issues escalated to engineering, troubleshooting, and resolving complex problems to ensure timely and effective solutions that enhance customer satisfaction. L ead Escalations and mentor Junior Engineers.
You will collaborate closely with cross-functional teams including Engineering, Product, Customer Support, DevOps, and SRE to accelerate issue resolution, improve product stability, and deliver an exceptional customer experience. Ideal candidates possess strong technical acumen, problem-solving skills, and the ability to communicate effectively across teams to drive continuous improvement and faster resolution cycles.
Key Responsibilities
- Own Tier 2/3 escalations involving deep technical troubleshooting.
- Debug issues using SQL queries, APIs, logs, and developer tools.
- Work with Engineering to reproduce, isolate, and resolve product bugs.
- Mentor and guide Junior Engineers in handling complex cases.
- Collaborate with Product Management to share customer insights and drive improvements.
- Author & maintain technical documentation, troubleshooting guides for Lower Tier Support Consumption.
- Participate in on-call support for high-severity incidents.
- Drive process improvements to reduce recurring issues.
Required Skills & Experience
- 3-5 years of experience in SaaS product support or technical consulting.
- Expertise in APIs, SQL, scripting (Python/JavaScript), debugging tools. Experience in working on tools like New Relic, Loggly, etc
- Strong understanding of SaaS architecture (multi-tenancy, cloud deployments, integrations).
- Experience resolving high-severity issues and working directly with engineering teams.
- Proven ability to mentor and upskill team members.
- Strong customer empathy and stakeholder communication skills.
- BE or BTech in Computer Science, IT, or related field.
