Job Opportunities API

At Prodigal, we are building AI Agents for loan servicing and collections. 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. We are backed by Y Combinator, Accel and Menlo Ventures.  Today, we stand at the forefront of a seismic shift in the industry, building Agentic AI applications for consumer finance. Powered by our cutting-edge platform, Prodigal’s Intelligence Engine (PIE), we’re creating the next-generation agentic workforce - one that empowers companies to achieve unprecedented levels of operational excellence and intelligence. With over half a billion consumer finance interactions processed and a growing impact on more than 100 leading companies across North America, we’ve 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 Agentic AI applications 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.  The Role As Technical Support Manager at Prodigal, you'll own two things simultaneously: running a tight, responsive support function and acting as the primary relationship owner for a set of assigned accounts. On the support side, you'll be the first line of defense for client-reported bugs, incidents and platform questions - triaging issues, coordinating with Engineering, and ensuring customers always feel heard and in the loop.  On the relationship side, you'll manage a portfolio of accounts with the same depth and intentionality as a seasoned account partner - driving product adoption, flagging health risks early, and making customers feel like they have a dedicated point of contact at Prodigal. You'll lead and develop one support resource, set the tone for what great customer service looks like at Prodigal, and report directly to the Lead - Customer Success and Deployments. What You'll Do Support Operations Customer and Engineering Liaison Act as the primary interface between customers and the Engineering team, translating complex issues into precise, reproducible bug reports and managing them through to resolution. Knowledge Management and Documentation Establish and maintain crucial institutional knowledge by developing support playbooks, known issue logs, and comprehensive resolution documentation to prevent knowledge silos. Team Leadership and Mentorship Manage and mentor a support resource, providing regular work reviews, focused skill development, and strategic scaling of coverage as the team expands. Incident and Queue Management Take full ownership of the Intercom queue, ensuring rapid and clear triage, prioritization, and response to customers-reported bugs, incidents, and platform queries. Lead all customer communication during platform downtime, providing timely updates, realistic estimated times of arrival (ETAs), and professional post-incident summaries. Process Improvement and Proactive Solutions Proactively identify patterns in recurring issues and collaborate with Engineering and Product teams to implement permanent solutions, moving beyond temporary workarounds. Account Ownership Own the end-to-end relationship for ~10 assigned accounts, acting as their primary point of contact across onboarding questions, check-ins, and escalations Conduct regular business reviews, monitor product usage and adoption, and surface friction before it becomes a formal escalation Proactively identify risk signals -  unusual silence, declining engagement, repeated tickets - and intervene early Maintain accurate account health rec