Key responsibilities

1. Internal Product Support

• Own end-to-end resolution of internally reported product issues across LOS, LMS, customer apps, and operations apps.

- Monitor production dashboards/alerts,.
- Be the escalation point for the support queue — decide what gets fixed directly, what needs engineering, and what needs a workaround.

2. Product Training & Induction

• Plan and deliver recurring training — onboarding workshops, feature-release walkthroughs, refreshers for Sales, Operations, and Customer Success.

- Adapt training delivery and language for varied audiences — from engineers to rural field agents.

3. Product Content

• Own the internal knowledge base end-to-end: user guides, support/run book documentation, FAQs, and release notes.

- Ensure every product before release is accompanied by updated documentation.

4. Basic Maintenance & Debugging of Production Issues

• Own first-level triage and basic fixes for production issues — reading logs/traces, restarting services, applying config changes, running approved scripts/patches.

- Know when to fix directly vs. when to escalate — and escalate with a clear, structured diagnostic summary so engineering isn't starting from zero.
- Continuously push for automation and monitoring improvements that reduce repeat manual intervention.

Requirements

• 5 to 7 years of experience working as product support
- Strong ownership mentality — comfortable being the first point of contact for "how does this feature work?"




- Excellent communicator, equally at ease writing a crisp incident summary and running a training session for non-technical field staff.
- Ability to prioritise across three simultaneous mandates (support, training, content) without letting any one slip.
- Patient, empathetic, and genuinely motivated by SarvaGram's mission of unlocking rural India's potential.
- Track record of building or improving a process (support workflow, documentation system, or training program) — not just following one.

Advantages

SarvaGram is on a mission to revolutionize 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.

📌 Lead - Product Support (Pune)
🏢 SarvaGram
📍 Pune