Role Overview

At Cashfree Payments, we are focused on delivering seamless and scalable payment experiences for businesses. We are looking for a Senior Integration Engineer who combines strong integration expertise with a data-driven mindset to continuously improve merchant experience.

This is a high-impact individual contributor role where you will not only support and enhance merchant integrations but also analyze support data, track key metrics (CSAT, KPIs, SLAs), and drive quality improvements across the support function.

You will work closely with Support, Product and Engineering teams to reduce friction in integrations, improve case handling quality, and enable a more self-serve ecosystem for merchants.

Key Responsibilities

• Own and improve the end-to-end merchant integration experience with a focus on reducing friction and improving success rates.

• Track and analyze CSAT, SLAs, KPIs and support metrics and build reports/dashboards to drive team insights and discussions.

• Identify trends from support data and merchant interactions to uncover recurring issues and systemic gaps.

• Perform quality audits of support cases, ensuring high standards in troubleshooting, communication and resolution

• Provide structured feedback and coaching to engineers to improve case handling quality and customer experience

• Act as a subject matter expert in API integrations, debugging and troubleshooting complex merchant issues.

• Create and maintain knowledge base articles, troubleshooting guides and integration documentation.

• Identify gaps in documentation, onboarding flows & developer resources and work to improve them.

• Collaborate with Product and Engineering to address root causes of recurring integration issues.

• Drive adoption of self-serve resources to reduce support dependency and improve merchant efficiency.

Qualifications & Skills

• 3+ years of experience in integration engineering, technical support or solutions engineering.

• Strong understanding of APIs, web technologies (REST, JSON, HTTP) and debugging tools.

• Proven experience in data analysis, reporting and dashboards (e.g., SQL, Excel, BI tools like Tableau or Google Looker).

• Ability to track and interpret CSAT, SLA and operational KPIs to fuel improvements.

• Experience in quality auditing and feedback mechanisms within support or engineering teams.

• Strong problem-solving skills with the ability to identify root causes and scalable solutions.

• Excellent written and verbal communication skills, especially in simplifying technical concepts.

• Experience in documentation and knowledge base creation.

• Familiarity with payments, fintech or SaaS platforms is a plus.

What Success Looks Like

• Improved CSAT scores and SLA adherence driven by data-backed insights.

• Reduction in recurring integration issues through root cause analysis and fixes.

• Well-structured dashboards and reports that enable effective team reviews and decision-making.

• Comprehensive & scalable knowledge base and self-serve resources.

• Faster and smoother merchant integrations with reduced support dependency.

Why Join Cashfree Payments?

• Work on high-scale payment systems powering thousands of businesses

• Be at the forefront of developer experience and API innovation in fintech

• Collaborate with high-impact teams across product, engineering, and support

• Opportunity to shape integration journeys at scale and drive tangible business impact