Razorpay Looking for Senior Manager – Tech Support Engineering at Bangalore Urban, Karnataka, India Full Time

Roles and Responsibilities:

• Strong communication skills to engage deeply to drive required narrative with internal stakeholders and lead enterprise merchant calls and meetings
• Tech acumen with a product automation mindset to drive continuous automation to reduce the incidents across the platform
• We believe in Impact creation at scale, so it is imperative for a leader
• 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 & improvement projects
• Manage a team of 30+ strong engineers and drive high performance culture and continuously help them with good 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 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 help of automation which will improve productivity and scale
• Strong acumen for technology- Has the technical capacity and capability to partner with tech leads and architects in problem solving.
• Brings a strong perspective that drives change and motivates engineers to develop simple solutions to complex problems.
• Mentor the professional development of each direct report through personal and performance management.
• Give engineers the tools, confidence, and motivation to make decisions independently that lead to their recognition.
• Effective at influencing a culture of engineering craftsmanship and excellence.
• Initiate cross-functional (Product, Business, Operations) collaborations 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 12+ years’ experience
• Experience level of 8 + years of experience in very large-scale product-based tech support engineering and 4+ years’ experience in people management.
• Excellent communication skills & strong problem-solving skills with Data and Technical acumen.
• Very good experience with tools like Salesforce, Slack, Freshdesk, Gsuite, Msoffice etc
• Good coding skills in one of the languages PHP/Python/C++/Java
• Very good understanding of Web Technologies.
• Fin-tech experience or Payments product experience will be an added advantage
• Understanding of six sigma or lean concepts