Lead Product Support Engineer

Razorpay is one of Indias leading full-stack financial technology companies powering the way businesses move manage and grow money. Founded in 2014 by Harshil Mathur and Shashank Kumar with a simple vision to simplify payments for Indian businesses weve since grown into a fintech powerhouse driving Indias digital payment revolution.

Razorpay powers millions of businesses with a smarter scalable stack that goes beyond transactions to help them truly build and grow.

From seamless checkouts to payroll automation across India Singapore and Malaysia weve been engineering a fintech ecosystem thats redefining how money moves across Asia and were just getting started.

Today that ecosystem supports everyone from early-stage startups to some of Indias largest enterprises enabling them to accept process and disburse payments at scale while expanding into new ways of managing money more efficiently.

Our scale speaks volumes: Razorpay processes $180 billion in annualized transactions powering leading businesses like Airbnb Facebook WhatsApp Airtel CRED BookmyShow Zomato Swiggy Lenskart Mirae Asset Capital markets Indian Oil National Pension Scheme and over 100 of Indias unicorns. With strong roots in India and growing operations in Southeast Asia we are shaping the next chapter of financial technology across the region.

We are backed by global investors including GIC Peak XV Partners (formerly Sequoia Capital India & SEA) Tiger Global Ribbit Capital Matrix Partners MasterCard and Salesforce Ventures having raised over $740 million to date. Strategic acquisitions including Ezetap (POS and offline payments) Curlec (Malaysia expansion) BillMe (digital invoicing) and POP (rewards-first UPI) along with earlier moves in fraud prevention payroll and lending have further strengthened our platform and widened our footprint across Asia.

But what truly sets Razorpay apart is our culture. At Razorpay ownership is our oxygen you own what you build with no micromanagement or red tape just the runway to make your ideas fly. Learning is a lifestyle if youre curious youll feel at home here. People > Pedigree we hire for attitude hustle and hunger more than degrees. Transparency thrives over titles this is where interns question CXOs and CXOs say thank you. Guided by our values of Customer First Autonomy & Ownership Agility with Integrity Transparency Challenging the status quo and a strong belief that Razorpay grows with Razors youll be part of a 3000 strong team building not just products but the financial infrastructure of the future.

The role of the Lead Product Support Engineer is a technical role that ensures the stability integrity and efficient operation of the platform / system and services.
High Impact production issues often require coordination between multiple Development Operations and IT Support groups so you get to experience a breadth of impact with various groups.

Roles and Responsibilities:

• Logging and keeping records of various issues to help the team prioritize fixes and automations along with measuring the product quality.
• Documenting troubleshooting and problem resolution steps.
• Monitor alerting channels analyze problems diagnose and do occasional code fixes with low to medium complexity.
• Taking ownership of technical issues and working closely with developers to resolve more complicated problems.
• Work closely with product and developers to enhance the quality of existing products.
• Resolving escalated customer complaints without the need for team lead intervention.
• Address urgent issues quickly work within and measure against customer SLAs.
• Write scripts (shell python ruby/php) and aggressively automate manual / repetitive tasks.
• Automate scripts / tasks for reporting and maintenance; and build anomaly detectors and alerting wherever applicable.
• Own technical documentation: runbooks and SOPs ensure they are regularly updated.
• Develop smaller complexity features/enhancements in existing products.
• Perform in-depth research and identify sources of production issues surrounding the application.
• Work closely with business in managing day to day issues and resolve user queries.
• Identify recurring issues and coordinate with product/engineering for fixes
• Collaborate with Engineering to prioritize and resolve bugs
• Analyze support metrics (SLA adherence response times backlog)
• Mentor junior support engineers and contribute to the teams knowledge base.
• Identify develop and design features to solve patterns of problems to stabilize production systems.

Tech Skills:

Languages & Scripting
PHPGolangJavaScriptJavaPython (for automation & troubleshooting)

Databases
SQL (MySQL PostgreSQL MSSQL)MongoDB Redis

Version Control & CI/CD
Git/GitHubGitHub Actions

APIs & Integrations
REST GraphQLPostman CURL

Mandatory Qualifications:

• Knowledge of Unix / Linux based systems.
• 8 years of experience working with MySQL and Redis and writing simple queries to get data for debugging issues.
• Being able to creatively come up with solutions for various problems and implement them.
• An in-depth understanding of the different products and ability to navigate through the code to debug and small fixes.
• Hands on with any of the scripting languages like Bash Python PHP Ruby.
• Excellent analytical and logical thinking.
• Quick troubleshooting and diagnosing skills.
• Problem solving and debugging skills.
• Ability to join the dots around multiple events occurring concurrently and spot patterns.
• Hardworking with strong work ethics.
• Should be comfortable working in shifts & on weekends.

Good to have:

• Prior production support experience.
• Prior programming experience.
• Familiarity with Apache Sumologic Grafana Prometheus Elasticsearch.
• Experience in dealing with RESTful web services is a plus.
• Worked with queues and understands cron jobs.