Roles and Responsibilities:

- Strong communication skills to engage deeply and drive the required narrative with internal stakeholders and lead enterprise merchant calls and meetings.
- Tech acumen with a product automation mindset to drive continuous automation and reduce incidents across the platform.
- Focus on impact creation at scale, making it imperative for a leader to drive results.
- Ability to attract and hire top-notch tech support talent for the organization.
- Establish and implement training processes and strategies for all technical personnel.
- Analyze, plan, and develop requirements and standards in reference to ticket management, Csat, Net Promoter Score, and improvement projects.
- Manage a team of 30+ engineers, driving a high-performance culture and supporting career development.
- Assign and oversee the daily tasks of technical personnel while ensuring all team members are actively working toward established milestones.
- Engage directly with enterprise customers at the CXO level and hold regular technical team meetings to determine progress and address any questions or challenges regarding projects.
- Determine and define clear deliverables, roles, and responsibilities for staff members and inspire them to innovate constantly.
- Research and implement process efficiencies with the help of automation to improve productivity and scale.
- Strong technical acumen, with the ability to partner with tech leads and architects in problem-solving.




- Bring a strong perspective that drives change and motivates engineers to develop straightforward solutions to complex problems.
- Mentor the professional development of each direct report through personal and performance management.
- Provide engineers with the tools, confidence, and motivation to make decisions independently that lead to their recognition.
- Influence a culture of engineering craftsmanship and excellence.
- Initiate cross-functional collaborations (Product, Business, Operations) with development teams throughout Razorpay and gather feedback and requirements.
- Seek diverse perspectives to drive bottom-up innovation and create buy-in from all technical stakeholders.
- Ensure the team fully understands the goals and objectives of Razorpay as a company and how their work fits into the bigger picture.

Desired Skills and Experience:

- Total of 2+ years of experience.
- 3+ years of experience in large-scale product-based tech support engineering and 2+ years in people management.
- Excellent communication and strong problem-solving skills with data and technical acumen.
- Proficiency in tools like Salesforce, Slack, Freshdesk, GSuite, MS Office, etc.
- Good coding skills in one of the languages: PHP, Python, C++, Java.
- Strong understanding of web technologies.
- Fintech experience or Payments product experience is an added advantage.
- Understanding of Six Sigma or Lean concepts.

📌 Technical Consultant (Bengaluru)
🏢 Razorpay
📍 Bengaluru