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Tier-1 brand, popular TAM role, mid-level experience, and Bengaluru metro drive high competition.
API and incident-response skills transfer broadly, but enterprise payments and C-level communication needs increase specificity.
Explicit 3–5 years plus mandatory enterprise/global customer and incident-management experience make shortlisting stringent.
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Own the end-to-end technical relationship and outcomes for Razorpay’s most strategic global enterprise customers, including incident management and proactive account health monitoring.
Drive resolution of high-priority incidents by coordinating Engineering, SRE, Product, Risk, and Operations teams while maintaining customer communication and meeting SLAs.
Maintain and execute technical account plans, conduct health reviews, identify risks proactively, and prepare customers for launches and peak events to minimize recurring technical issues.
3–5+ years in Enterprise Technical Account Management or similar customer-facing technical roles.
Experience managing P1/P2 incidents and complex escalations at scale with enterprise/global customers; fintech/payments experience preferred but not mandatory if strong API/SaaS background is present.
Strong understanding of REST APIs, webhooks, asynchronous event processing, and production reliability concepts.
Bachelor's degree in Engineering, Computer Science, IT, or equivalent practical experience.
Proven ability to manage complex, high-pressure technical incidents across cross-functional teams with executive communication skills for C-level stakeholders.
Comfortable owning customer technical outcomes with extreme ownership mindset and balancing reactive incident response with proactive risk identification and mitigation.
Experience working across US and India time zones and navigating ambiguity and competing priorities in an enterprise/global technical support environment.