Senior Product Support Engineer

About Us:
Programmers Force is a leading SaaS-based Fintech and RegTech product company, delivering innovative solutions such as Shufti Pro and AML Watcher to clients worldwide. Our mission is to provide cutting-edge compliance, KYC, and fraud prevention solutions that empower global businesses.

We are seeking a Senior Product Support Engineer to join our growing team. This role is crucial for ensuring seamless product adoption, troubleshooting complex issues, and delivering a world-class customer experience. The ideal candidate will have strong technical expertise, excellent problem-solving skills, and a passion for supporting enterprise SaaS products.

Key Responsibilities:

• Act as the primary escalation point for advanced product support cases from clients and internal teams.
• Provide technical assistance and guidance on SaaS-based Fintech products (KYC, AML, and Compliance tools).
• Troubleshoot complex product, API, and integration issues, ensuring timely resolution and customer satisfaction.
• Collaborate with product, engineering, and QA teams to identify, reproduce, and resolve product-related issues.
• Mentor and guide junior support engineers in handling customer cases effectively.
• Document solutions, create technical knowledge base articles, and contribute to process improvements.
• Ensure SLAs are met and maintain high CSAT/NPS scores by delivering excellent customer support.

Requirements:

• Bachelor’s degree in Computer Science, Software Engineering, or related field.
• 4–6 years of experience in Product Support / Technical Support Engineering, preferably in SaaS or Fintech products.
• Strong knowledge of APIs, web technologies (REST, JSON, Postman, cURL), and system integrations.
• Experience working with Linux/Windows servers, databases (MySQL, MongoDB, or PostgreSQL).
• Familiarity with cloud platforms (AWS, Azure, or GCP) is a plus.
• Excellent troubleshooting, analytical, and communication skills.
• Strong customer-oriented mindset with the ability to manage enterprise-level clients.

Job Type: Full-time

Pay: Rs125,000.00 - Rs250,000.00 per month

Work Location: In person