Technical Support Engineer

At Prodigal were reshaping the future of consumer finance. Founded in 2018 by IITB alumni our journey began with one bold mission: to eradicate the inefficiencies and confusion that have plagued the lending and collections industry for decades.

Today we stand at the forefront of a seismic shift in the industry pioneering the concept of consumer finance intelligence. Powered by our cutting-edge platform Prodigals Intelligence Engine were creating the next-generation agentic workforce for consumer financeone that empowers companies to achieve unprecedented levels of operational excellence.

With over half a billion consumer finance interactions processed and a growing impact on more than 100 leading companies across North America weve established ourselves as the go-to partner for organizations that demand more from their AI solutions. Our unparalleled experience coupled with our trusted customer relationships uniquely positions us to build generative AI solutions that will revolutionize the future of consumer finance.

At Prodigal we are driven by a singular unrelenting purpose: to transform how consumer finance companies engage with their customers and in turn drive successful outcomes for all.

About the role

Were looking for a Technical Support Engineer who will serve as the critical bridge between our support team and our engineering team. As our AI-powered solutions grow in complexity and adoption we need someone who can understand technical issues at a surface level empower our support staff with the right tools and knowledge and ensure our engineering team focuses on building rather than debugging customer configurations.

Youll be the technical detective who can read CloudWatch logs understand API responses debug and translate complex technical findings into clear guidance for our support team. This role is perfect for someone who loves problem-solving has technical curiosity and enjoys enabling others to deliver exceptional customer experiences.

Responsibilities

Support Team Enablement:

• Partner with support staff to investigate and resolve customer issues
• Ask probing questions/ technical questions to understand the problem/ issue in order to debug quickly
• Help craft clear customer-friendly explanations of technical issues and resolutions
• Train support staff on common technical patterns and troubleshooting approaches

Technical Investigation:

• Analyze CloudWatch logs application logs and monitoring dashboards to identify root causes
• Understand API integrations and identify configuration errors vs. actual bugs
• Perform basic SQL queries to investigate data-related customer issues
• Collaborate with engineering team when genuine bugs or complex issues are identified

Process & Documentation:

• Build and maintain internal runbooks and troubleshooting procedures
• Document common customer issues and their resolutions
• Contribute to improving our support processes and customer experience
• Help identify patterns in customer issues to prevent future problems

Escalation Management:

• Help support team determine when issues require engineering intervention vs. customer education
• Provide detailed technical context when escalating to the engineering team
• Support the follow-up process on escalated issues to ensure resolution
• Potential for direct customer communication as the role evolves

Requirements

Education & Experience:

• B.E/ in Computer Science Information Technology or equivalent
• 2 years of experience in technical support customer success or related field
• Experience supporting B2B SaaS products preferred
• US shift of 6pm IST to 3am IST
• Preferred location: Mumbai or Bengaluru (hybrid)

Technical Skills:

• Proficiency in reading and interpreting application logs and error messages
• Basic understanding of APIs HTTP status codes and JSON responses
• Familiarity with cloud platforms (AWS preferred) and monitoring tools
• Experience with ticketing systems and customer support tools

Essential Qualities:

• Strong problem-solving and analytical thinking abilities
• Excellent communication skills for internal collaboration and knowledge transfer
• Ability to translate technical concepts into simple actionable guidance
• Collaborative mindset and patience when coaching support team members
• Curiosity and willingness to learn new technologies and processes

What we offer

Professional Growth:

• Direct exposure to cutting-edge AI and machine learning applications in finance
• Opportunity to build processes and documentation from the ground up
• Close collaboration with engineering and product teams
• Clear path for growth into more technical or leadership roles

Team & Culture:

• World-class team - Learn from (and teach) some of the brightest people from BCG Deloitte EY Blackstone Meta Amazon and IIT/IIM/BITS alumni
• Continuous education - We sponsor training materials books courses and exam fees for role-related upskilling
• Entrepreneurial environment where your ideas and improvements are valued

Job Benefits

• GenAI experience Work directly in the innovative field of GenAI shaping groundbreaking projects that redefine consumer finance intelligence.
• World-class team- Youll get the chance to learn from (and teach) some of the brightest and most skilled people youll ever meet. Our team members have been part of BCG Deloitte EY Blackstone Meta Amazon and are IIT IIM BITS alumnus.
• Continuous education- As relentless seekers of knowledge we sponsor and support any training materials books courses and exam fees for upskilling yourself in areas related to your role - but thats not where it ends. If you make a good case for some extra learning were delighted to foot the tab.
• Food at the office Meals are on us. We wont let your stomach grumble while you hustle.
• Health insurance- Health always comes first. The health of your family is as important to us as it is to you. We offer insurance coverage for both you and your family.
• Flexible schedule- Were not a clock in clock out company. Morning person Start work while the worlds still sleeping. Night owl Ramp things up while others are winding down. Youre fully trusted to create the right conditions for your own personal peak productivity. We only ask that you be available to your teammates for seamless collaboration.
• Generous leave policy- Take all the time you need to recharge your batteries - no cap on vacation here. Because a rested relaxed and refreshed mind is a happy and effective mind.
• Recreation & team activities We regularly indulge in friendly football table tennis cooking sessions and challenge each other to do those extra push ups or chug that 4th drink (of course thats Nimbu Pani).

From day 1 Prodigal has been defined by talented humble and hungry leaders and we want this mindset and culture to continue to blossom from top to bottom in the company. If you have an entrepreneurial spirit and want to work in a fast-paced intellectually-stimulating environment where you will be pushed to grow then please reach out because we are looking to build a transformational company that reinvents one of the biggest industries in the US.

To learn more about us - please visit the following:

Our Story - shapes our thinking - website -