Senior Manager - Tech Support Engineering

Roles and Responsibilities:

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  Strong communication skills to engage deeply to drive required narrative with internal stakeholders and lead enterprise merchant calls and meetings
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  Tech acumen with a product automation mindset to drive continuous automation to reduce the incidents across the platform   
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  We believe in Impact creation at scale, so it is imperative for a leader 
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  Ability to attract and hire top-notch Tech support talent for the organization.
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  Establish and implement training processes and strategies for all technical personnel
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  Analyze, plan and develop requirements and standards in reference to ticket management, Csat, Net promoter score & improvement projects
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  Manage a team of 30+ strong engineers and drive high performance culture and continuously help them with good career development
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  Assign and oversee the daily tasks of technical personnel while ensuring all team members are actively working toward established milestones
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  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
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  Determine and define clear deliverables, roles and responsibilities for staff members and inspire them to innovate constantly
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  Research and implement process efficiencies with help of automation which will improve productivity and scale
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  Strong acumen for technology- Has the technical capacity and capability to partner with tech leads and architects in problem solving.
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  Brings a strong perspective that drives change and motivates engineers to develop simple solutions to complex problems.
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  Mentor the professional development of each direct report through personal and performance management.
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  Give engineers the tools, confidence, and motivation to make decisions independently that lead to their recognition.
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  Effective at influencing a culture of engineering craftsmanship and excellence.
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  Initiate cross-functional (Product, Business, Operations) collaborations with development teams throughout Razorpay and gather feedback and requirements.
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  Seek diverse perspectives to drive bottom-up innovation and create buy-in from all technical stakeholders.
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  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

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  Total of 12+ years' experience
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  Experience level of 8 + years of experience in very large-scale product-based tech support engineering and 4+ years' experience in people management.
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  Excellent communication skills & strong problem-solving skills with Data and Technical acumen.
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  Very good experience with tools like Salesforce, Slack, Freshdesk, Gsuite, Msoffice etc
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  Good coding skills in one of the languages PHP/Python/C++/Java
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  Very good understanding of Web Technologies.
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  Fin-tech experience or Payments product experience will be an added advantage
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  Understanding of six sigma or lean concepts