Technical Consultant

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 simple 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.