Associate Manager, Solutions Engineering

As an Associate Manager in Solutions Engineering, you'll lead a team responsible for helping merchants successfully integrate Razorpay's payment solutions. Your role is to ensure smooth integrations, resolve technical issues quickly, improve team performance, and collaborate across Product, Engineering, Sales, and Customer Success.

### Team Leadership

* Lead and mentor a team of around 15 integration engineers and team leads. * Conduct regular 1:1s, set goals, and support career development. * Drive a culture of ownership, accountability, and continuous improvement.

### Operational Excellence

* Monitor and improve key metrics such as: * SLA compliance * Mean Time to Integration (MTTI) * Customer Satisfaction (CSAT) * Customer Effort Score (CES) * Escalation rates * Manage critical merchant escalations and incident response. * Ensure high operational standards with minimal SLA breaches.

### Integration Delivery

* Own end-to-end merchant integrations from solution design to go-live. * Troubleshoot API, webhook, SDK, and payment integration issues. * Create documentation, SOPs, and runbooks to improve efficiency and reduce recurring issues.

### Business & Cross-functional Collaboration

* Work closely with Product, Engineering, Sales, and Customer Success teams. * Translate technical issues into business impact. * Identify recurring problems and recommend product improvements. * Drive adoption of automation and AI tools to improve productivity.

### Skills & Qualifications

* 5–6 years of experience in Solutions Engineering, Integration Engineering, or Technical Account Management. * Experience leading technical teams or serving as a technical lead. * Strong understanding of: * REST APIs * JSON * Webhooks * SDK integrations * Payment or fintech experience is a plus. * Experience tracking and improving operational metrics. * Strong communication and stakeholder management skills. * Familiarity with tools such as Postman, Jira, Freshdesk, DevRev, or similar platforms.