Product Support Engineer - Ticketing System
First seen by Alion on Nov 14, 2026.
Job Description :
- Provide L1/L2 support for business applications and resolve user issues.
- Handle application-related tickets, incidents, and service requests within defined SLAs.
- Troubleshoot login issues, access issues, workflow failures, and application errors.
- Coordinate with Business, Operations, Product, and Development teams for issue resolution.
- Monitor application performance and ensure smooth day-to-day operations.
- Perform user creation, role mapping, access modification, and deactivation as per approval.
- Support business applications related to LOS, LMS, CRM, LMS workflows, and other internal systems.
- Perform basic SQL queries and database-level checks for issue investigation.
- Coordinate UAT, production deployments, and post-deployment validation.
- Maintain issue logs, SOPs, FAQs, and daily/weekly MIS reports.
- Identify recurring issues and work towards permanent solutions.
- Provide remote support to branch and field users.
Requirements :
Required Skills :
- Good understanding of Application Support and ITSM processes.
- Knowledge of SQL queries and database troubleshooting.
- Understanding of APIs, application workflows, and integrations.
- Experience with ticketing tools such as Redmine, Jira, or ServiceNow.
- Good analytical and troubleshooting skills.
- Strong coordination and communication skills.
- Ability to work under pressure and meet SLA timelines.
Preferred Experience :
- Experience in BFSI, NBFC, or Financial Services.
- Experience supporting LOS, LMS, CRM, and other business applications.
- Experience in L1/L2 production and application support.
Key Performance Expectations :
- Timely ticket resolution within SLA.
- Minimum recurring incidents through root cause analysis.
- Effective coordination with business and technical teams.
- Smooth application operations with minimal business disruption.
Qualification :
- Graduate in BCA, B.Sc. (Computer Science / IT), B.E. (Computer / IT), B.Tech, or equivalent.
- Diploma in Computer Science / IT may also be considered with relevant experience.
Benefits :
SarvaGram is on a mission to revolutionise financial services for millions in rural India. We're building the nation's first data-driven platform that combines cutting-edge technology with a human touch to unlock financial possibilities for underserved households. This is your chance to be at the forefront of innovation. Join us and:
- Shape the future of FinTech : We're not just building a product, we're creating a new category. Be a part of defining the future of financial inclusion for rural India.
- Embrace a high-growth, high-impact environment: This is a non-linear growth opportunity. Build a platform used by millions and witness the network effect drive massive scale.
- Tackle real-world challenges : Apply your skills to solve critical problems and directly empower rural communities.
- Craft solutions that touch lives : Develop innovative products used by diverse household members, each with unique needs.
Skills
Technical Support, Product Support, SQL, Applications Support, ITSM, Ticketing System, Troubleshooting, Production Support