Lead Product Support Engineer

Razorpay was founded by Shashank Kumar and Harshil Mathur in 2014. Razorpay is building a new-age digital banking hub (Neobank) for businesses in India with the mission is to enable frictionless banking and payments experiences for businesses of all shapes and sizes. What started as a B2B payments company is processing billions of dollars of payments for lakhs of businesses across India.

We are a full-stack financial services organisation, committed to helping Indian businesses with comprehensive and innovative payment and business banking solutions built over robust technology to address the entire length and breadth of the payment and banking journey for any business. Over the past year, we've disbursed loans worth millions of dollars in loans to thousands of businesses. In parallel, Razorpay is reimagining how businesses manage money by simplifying business banking (via Razorpay X) and enabling capital availability for businesses (via Razorpay Capital).

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 team's knowledge base.
• Identify, develop and design features to solve patterns of problems to stabilize production systems.

Tech Skills
Languages & Scripting
PHP,Golang,JavaScript,Java,Python (for automation & troubleshooting)

Databases
SQL (MySQL, PostgreSQL, MSSQL), MongoDB, Redis

Version Control & CI/CD
Git/GitHub, GitHub Actions

APIs & Integrations
REST, GraphQL, Postman, 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.

Razorpay believes in and follows an equal employment opportunity policy that doesn't discriminate on gender, religion, sexual orientation, colour, nationality, age, etc. We welcome interests and applications from all groups and communities across the globe.

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