L1 Support Engineer- Lending Solutions

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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 issues
• Validate user input against backend records
• Support password resets, role updates, and loan status corrections

3. Workflow Configuration Support

• Manage user-level and role-level workflow transitions based on approval matrix
• Modify 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 tools
• Perform sanity checks after configuration changes
• Coordinate with product/business teams to validate updated flows

4. Monitoring & System Checks

• Monitor job schedulers (e.g., disbursement jobs, reconciliation tasks)
• Validate logs for failed API calls or unexpected behavior
• Alert L2/Dev teams in case of outages, latency issues, or data mismatches

5. Escalation & Coordination

• Escalate unresolved or complex issues to L2 support/development teams
• Coordinate with infrastructure teams for environment issues
• Communicate workarounds or interim resolutions to users when needed

6. Documentation & Process Improvement

• Maintain and update knowledge base articles and SOPs
• Contribute to root cause documentation after incident closure
• Suggest process improvement areas based on recurring issues

Skills & Qualifications:

• Bachelor’s degree in Computer Science, IT, Engineering, or equivalent
• 1–3 years of L1 support experience in the BFSI or fintech domain
• Familiarity with LOS/LMS platforms and basic workflow structures
• Ability to understand and configure basic rules and loan stage workflows
• Knowledge of SQL, logs, and JSON formats (preferred)
• Excellent communication, multitasking, and analytical skills
• Comfortable with rotational shifts and weekend support (if required)

Desirable:

• Hands-on experience with basic configuration panels or rule engines
• Understanding of credit, risk, underwriting, and disbursement flows
• Basic knowledge of API tools (e.g., Postman) and SQL query execution

Interested candidates can also send their resumes to hr@finxbridge.com.