Client Product Support Engineer

Company Overview

Our technology solutions deliver efficiency, automation and connectivity in the global securities finance marketplace for more than 200 financial institutions around the globe, including agent lenders, broker-dealers, beneficial owners and hedge funds. The result is a global network of counterparties from all segments of the securities finance market joined together on our centralized platform.

Team Overview

Join our Client Product Support team in Bengaluru, where we ensure high availability and performance of EquiLend's financial services products used by clients around the globe. Whether you're early in your career and looking to deepen your technical expertise or bringing a strong background in product support, we are hiring across two levels – Level 1 Support (Associate) and Level 2 Support (Senior Associate) – to support our continued growth.

This is an excellent opportunity to work directly with global clients, develop hands-on expertise in core technologies such as SQL, Linux/Unix, and contribute to the reliability of systems that are central to the global securities finance ecosystem.

Role Responsibilities

L1 Support Responsibilities:

• Monitor production systems and proactively address potential issues before client impact occurs.
• Act as the first point of contact for client-reported technical issues, ensuring timely updates and resolution.
• Manage the full lifecycle of support tickets – including logging, prioritisation, and closure in line with SLAs.
• Work closely with development and infrastructure teams to assist with deployment of updates and patches.
• Contribute to scripting and automation to improve support efficiency.
• Maintain accurate documentation, including SOPs, troubleshooting guides, and user manuals.

L2 Support Responsibilities:

• Independently resolve complex production issues and business queries, particularly for live client projects.
• Develop and maintain advanced SQL scripts and automation tools to resolve recurring technical challenges.
• Work closely with DevOps teams to improve monitoring, alerting, and business health checks.
• Take a lead role in go-live activities, including post-deployment support and issue tracking.
• Mentor junior team members and conduct knowledge-sharing sessions.
• Identify trends in system performance and recommend long-term improvements.

Required Skills

L1 Support Requirements:

• Minimum 1+ years of commercial experience in a similar product support role.
• Experience providing product support to external clients, ideally for SaaS or enterprise platforms.
• Solid understanding of Linux/Unix operating systems and basic shell scripting.
• Strong SQL skills to assist with client troubleshooting and data analysis.
• Clear and effective communication skills, particularly when interacting with clients.
• Ability to prioritise tasks and work efficiently in a fast-paced support environment.
• A client-focused mindset and a proactive approach to problem-solving.
• Financial Services or Capital Markets experience is highly desired

L2 Support Requirements:

• Minimum 4+ years of relevant commercial experience in a product support role.
• Experience providing product-level support to external clients, ideally for SaaS or enterprise platforms, including ownership of functional queries, configuration issues, and usage-related troubleshooting rather than internal application or infrastructure support.
• Advanced knowledge of SQL, Unix, and familiarity with Python for automation.
• Experience with microservices, messaging middleware (e.g., MQ, Kafka), and system monitoring tools.
• Strong problem-solving abilities, particularly in time-sensitive or high-stakes environments.
• Demonstrated experience mentoring peers and leading initiatives across technical teams.
• Familiarity with Agile practices and a continuous improvement mindset.
• Financial Services or Capital Markets experience is highly desired

Role Location Benefits

• Hybrid Working: Our hybrid work policy requires all employees to work from the office approximately 3 days per week (50 work from home days per 6 months annually).
• Variable Pay: Annual performance related variable pay award to reward your performance and contributions to the company's success.
• Generous Vacation Days Per Year: Take advantage of paid vacation days annually, plus public bank holidays.
• Family Health Insurance Coverage: Comprehensive health insurance coverage for you and your dependents available from your first day.
• Personal Accidental Injury Insurance: Feel secure with personal accidental injury insurance provided from the start of your employment.
• Annual Team Building Retreat: Participate in an annual team-building retreat at a new and exciting location each year
• Relocation Assistance: If you're relocating from more than 40 miles away, we provide hotel accommodation and travel ticket reimbursement to help ensure a smooth transition.

Diversity & Inclusion

At EquiLend, we are committed to fostering an inclusive and diverse workplace where everyone is respected and valued. We believe that a variety of perspectives drives innovation and strengthens our success. If you require any reasonable accommodations during the interview process, please let us know - we're here to support you.