Responsibilities:

Key Responsibilities

• Act as the primary technical point of contact for the BSE client, troubleshooting and resolving complex technical queries across email, call, and chat channels with clear, step-by-step guidance.

• Conduct pre-sales and post-sales product demos for the BSE technical and operations teams, explaining Cashfree’s product suite, integration flows, and dashboard capabilities.

• Perform deep technical debugging of enterprise merchant environments, enabling secure and reliable integration with Cashfree via APIs, mobile SDKs, plugins, and web-based solutions.

• Own end-to-end issue analysis, collaborating closely with Engineering, Product, Risk, and Operations teams to resolve high-impact, business-critical problems.

• Operate under strict SLA commitments, ensuring minimal downtime and high reliability for BSE transaction flows and settlements.

• Deliver a world-class support experience aligned with the expectations of a regulated financial institution.

• Create, maintain, and enhance product-level playbooks, SOPs, and knowledge base documentation for internal and merchant reference.

• Take ownership of technical value-add initiatives aimed at improving integration efficiency, system reliability, and merchant experience.

• Continuously monitor and optimize existing integrations to reflect changes in client-side systems, Cashfree products, or regulatory requirements.

• Mentor and assist junior team members, contributing to process improvements and best practices across the support function.

Required Skills & Qualifications

• 1–3 years of relevant experience in technical support, integration support, or developer support, preferably in fintech, payments, or enterprise SaaS.

• Working knowledge of at least one programming language: Go, Java, or Python.

• Strong understanding of APIs, API authentication, and hands-on experience with tools like Postman.

• Solid experience in SQL querying for debugging, reconciliation, and issue analysis.

• Familiarity with Android and iOS platforms; exposure to React Native, Flutter, Cordova, or Ionic React is a plus.

• Experience handling technical queries over email, calls, and chat, especially for high-stakes enterprise clients.

• Strong documentation skills with a keen eye for technical clarity and accuracy.

• Excellent problem-solving, communication, and stakeholder management skills.

• High sense of ownership, accountability, and follow-through, especially when working with critical clients like BSE.