Senior Product Support Engineer

Senior Product Support Engineer

We provide virtual business process services to overseas clients and this position is to be part of the dedicated team which provides mortgage back-office services and software product development to Toorak Capital Partners https://www.toorakcapital.com/ from Mortgage Finance Industry.

About Toorak Capital

Toorak Capital Partners ("Toorak") is an integrated capital provider and investment manager headquartered in Summit, NJ. Toorak partners with private lenders throughout the U.S. and the U.K. and has acquired over $7.5B in (20,000+) business purpose mortgage loans backed by residential, multifamily, and mixed-use properties. Toorak manages all aspects of its investment portfolio using its dedicated internal team, including loan sourcing, pricing, underwriting, acquisition, capital markets (securitization/debt issuance) and asset management. With capital commitments from entities managed by KKR, a leading global investment firm, Toorak has revolutionized the way business purpose real estate lenders access capital. The firm was the first to link private lenders with institutional capital. Toorak has been recognized by NJBIZ as New Jersey's #1 fastest growing company in 2019 and 2020 and has earned the #3 spot for the Fastest Growing Company in NYC Metropolitan Area by Crain's New York Business.

Role Summary

As a Senior Product Support Engineer, you will be the critical bridge between our internal teams and our product suite. You'll troubleshoot complex issues, identify recurring patterns, and help drive operational excellence. This is a hands-on role requiring strong analytical skills, familiarity with tools like SQL and Postman, and a proactive mindset to build scalable support processes.

Key Responsibilities

• Investigate and resolve product-related issues escalated by business or support teams.
• Use SQL to analyse and update data within our systems, ensuring accuracy and consistency.
• Execute and API calls using Postman or cURL to validate backend behaviour and troubleshoot issues.
• Create and maintain Standard Operating Procedures (SOPs) for repeatable support tasks and issue triage.
• Collaborate with Product Managers and Engineering teams to identify recurring patterns and propose permanent fixes or product improvements.
• Act as the SME (Subject Matter Expert) on support tooling, processes, and domain knowledge in mortgage lending.
• Work closely with QA and Dev teams to ensure product releases meet support expectations and SLAs.
• Participate in support operations reporting, tracking key metrics (issue volume, resolution time, trends, etc.).
• Familiarity with logging and monitoring tools (e.g., Grafana, Cloud Logging).

Qualifications

• 3-8 years of experience in a technical product or application support role, preferably in financial services, lending, or fintech domains.
• Proficiency in SQL for querying and performing controlled data updates.
• Hands-on experience with Postman for API testing and troubleshooting.
• Strong documentation and process creation skills — ability to build clear and reusable SOPs.
• Experience working with ticketing systems like Jira or Jira Service Management.
• Excellent communication skills; able to collaborate effectively with technical and non-technical stakeholders.
• Familiarity with mortgage lending workflows, loan origination systems, or similar financial products is a strong plus.

LOCATION: Bangalore

TIMINGS: Rotational shifts

SALARY RANGE: Best in Industry