Job Title : L1 Support Engineer – Lending Solutions
Location : Mumbai
Employment Type : Full-Time
Reporting To : IT Operations / Application Support Manager
Job Summary :
The L1 Support Engineer acts as the first line of support for users interacting with lending platforms such as LOS (Loan Origination System), LMS (Loan Management System), and related tools. This role includes ticket resolution, basic configuration tasks (including workflow management), and coordination with L2 / L3 teams. The candidate must ensure timely support, minimal downtime, and high customer satisfaction.
Key Responsibilities :
1. Ticket Handling & User Support
- Monitor and triage incoming support tickets (via Jira, Freshdesk, ServiceNow, etc.)
- Respond to queries related to application access, functionality, and basic usage
- Handle frequently encountered issues like KYC rejections, document upload failures, or incorrect loan stage progression
2. Issue Diagnosis & Resolution
Troubleshoot and resolve first-level technical or business process issuesValidate user input against backend recordsSupport password resets, role updates, and loan status corrections3. Workflow Configuration Support
Manage user-level and role-level workflow transitions based on approval matrixModify configurations for loan stages, such as : Application >Credit Evaluation >
Risk >
Disbursal >
Post-Disbursal
Update stage conditions (e.g., auto-move on approval, mandatory document uploads)Support setup of dynamic forms and decisioning rules in LOS workflow toolsPerform sanity checks after configuration changesCoordinate with product / business teams to validate updated flows4. Monitoring & System Checks
Monitor job schedulers (e.g., disbursement jobs, reconciliation tasks)Validate logs for failed API calls or unexpected behaviorAlert L2 / Dev teams in case of outages, latency issues, or data mismatches5. Escalation & Coordination
Escalate unresolved or complex issues to L2 support / development teamsCoordinate with infrastructure teams for environment issuesCommunicate workarounds or interim resolutions to users when needed6. Documentation & Process Improvement
Maintain and update knowledge base articles and SOPsContribute to root cause documentation after incident closureSuggest process improvement areas based on recurring issuesSkills & Qualifications :
Bachelor’s degree in Computer Science, IT, Engineering, or equivalent1–3 years of L1 support experience in the BFSI or fintech domainFamiliarity with LOS / LMS platforms and basic workflow structuresAbility to understand and configure basic rules and loan stage workflowsKnowledge of SQL, logs, and JSON formats (preferred)Excellent communication, multitasking, and analytical skillsComfortable with rotational shifts and weekend support (if required)Desirable :
Hands-on experience with basic configuration panels or rule enginesUnderstanding of credit, risk, underwriting, and disbursement flowsBasic knowledge of API tools (e.g., Postman) and SQL query executionInterested candidates can also send their resumes to hr@finxbridge.com.
