his role focuses on supporting day-to-day product operations by investigating technical and operational issues, coordinating incident resolution, and ensuring business processes continue to run smoothly. You will serve as the bridge between business and engineering teams by identifying root causes, communicating findings, and driving timely resolutions.

This position will report to the Product Lead – Core Banking and will be responsible for maintaining product health, supporting business-as-usual (BAU) operations, monitoring production systems, and continuously improving operational processes to minimize recurring issues.

In this role, you will also collaborate closely with internal stakeholders and external partners to investigate incidents, validate system behavior, support product releases, and ensure smooth operations across lender-related products.

About the job:

• Monitor production systems and proactively investigate operational or technical issues to ensure product reliability.
• Troubleshoot incidents using SQL, application logs, and system analysis to identify root causes and coordinate timely resolutions.
• Support day-to-day product operations across lender integrations, loan assignments, disbursements, repayments, and other critical business processes.
• Partner with Engineering, Product, Operations, and external stakeholders to manage incidents, communicate updates, and drive issue resolution.
• Perform production validation, data reconciliation, and release verification to ensure system accuracy and stability.
• Document bugs, incidents, and operational procedures while maintaining knowledge bases and support documentation.
• Identify recurring issues and recommend product, process, or automation improvements to improve operational efficiency.
• Take ownership of issues end-to-end while ensuring adherence to operational processes and delivering excellent stakeholder support.

About you:

• At least 2 years of experience in Product Support, Technical Support, Business Analyst, Product Operations, System Operations, or similar roles, preferably in a startup, fintech, or technology company.
• Strong analytical and problem-solving skills with the ability to investigate technical and operational issues in a structured manner.
• Proficient in SQL for data analysis, issue investigation, and validation.
• Comfortable reading application logs and understanding system behavior to support troubleshooting and root cause analysis.
• Basic understanding of APIs, system integrations, and software development lifecycle is a strong advantage.
• Strong communication and stakeholder management skills, with the ability to work effectively with both technical and non-technical teams, as well as external partners.
• Familiar with bug tracking, incident management, and monitoring tools such as Jira or similar platforms.
• Strong ownership, attention to detail, and the ability to manage multiple priorities in a fast-paced environment.
• Self-starter mindset with a willingness to continuously learn complex systems, business processes, and new technologies.
• Experience in lending, banking, fintech, or financial services is a strong advantage.

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