Principal Solutions Engineer

About Chargebee:Chargebee is the leading Revenue Growth Management (RGM) platform for subscription businesses. Thousands of companies at every stage of development — from startups to enterprises — use Chargebee to unlock revenue growth, experiment with new offerings and monetization models, and maintain global compliance as they scale.Chargebee counts businesses like Freshworks, Typeform, Calendly, and Toyota among its global customer base and is proud to have been named a Leader in Subscription Management by G2 for five consecutive years and by Gartner in its Recurring Billing Applications Magic Quadrant for 2024.We are backed by some of the most respected investors in the world; Accel, Tiger Global, InsightPartners, Steadview Capital, and Sapphire Venture, who believe in the magic of subscriptions and the world that they can create — from cars to coffee pods and everything in between.Principal Solutions Engineer (Payment Gateways and Revenue Management)As a Principal Solutions Engineer with expertise in payment gateways, you will play a crucial role in the ongoing support of Chargebee’s products and payment gateway solutions for our merchants. You will be responsible for troubleshooting highly technical issues, and providing expert guidance. You willcollaborate closely with cross-functional teams, including product managers and developers to ensure customer satisfaction and drive continuous improvement in the product and payments.Responsibilities1. Provide exceptional product support to clients, addressing their technical inquiries andtroubleshooting issues related to payments integration and usage.2. Be the voice of your customers, translating challenges into actionable product improvements.3. Offer holistic solutions that go beyond quick fixes, maximizing customer satisfaction and value.4. Build and maintain strong relationships with key clients, understanding their payment needs andensuring the delivery of high-quality solutions.5. Stay up-to-date with payments industry trends and related emerging technologies. Partner withinternal stakeholders to develop and implement innovative solutions.6. Craft clear knowledge base articles and training materials for self-sufficiency. Mentor and coachjunior team members, sharing your knowledge and expertise to foster their professional growth.Qualifications1. Have a strong desire to stay ahead of the curve and embrace continuous learning in the fintech,financial services, and payments realm.2. Have 4+ years of demonstrably successful experience in payments support or consulting.3. In-depth understanding of payment gateway functionalities, including authorization, settlement,fraud prevention, and security protocols (e.g., PCI-DSS, 3D Secure).4. Experience supporting global clients in the payment space, particularly those collectingpayments internationally would be a plus.5. Experience in handling high-priority (P0/P1) payment issues, quickly assess complex situations,identify root causes, and mobilize resources to resolve critical issues efficiently.6. Combine deep technical expertise with exceptional communication and empathy to providetailored solutions that address individual customer challenges.7. Possess in-depth knowledge and hands-on experience with APIs, front end technologies likeJavascript and tools like Postman for troubleshooting and testing.8. Thrive in a fast-paced environment, act with a sense of urgency and collaborate effectively withdiverse teams.9. Possess a keen eye for detail and troubleshooting skills to address integration issues anddiscrepancies in reported data.10. Bachelor's in Computer Science or related field OR equivalent experience.11. Schedule Flexibility: Maintain a flexible schedule to adapt to 24/7 support requirements.Benefits:Want to know what it means to work for a company that genuinely cares about you? Check out just a few of the benefits we give our employees:● Uncapped Leave Policy● Annual 2-week block leave● ESOPs from Day 1● Multiple medical plans designed to fit you and your family’s needsWe are Globally LocalWith a diverse team across four continents and customers in over 60 countries, you get to work closely with a global perspective right from your own neighborhood.We Value CuriosityWe believe the next great idea might just be around the corner—perhaps it’s that random thought you had ten minutes ago. We believe in creating an ecosystem that fosters a desire to seek out hard questions and then figure out answers to them.Customer Customer CustomerEverything we do is driven towards enabling our customers’ growth. This means no matter what you do, you will always be adding real value to a real business problem. It’s a lot of responsibility, but also a lot offun.