Technical Service Manager

About the Team

This team is committed to delivering exceptional customer experience. They work at the intersection of technology, customer success and business growth ensuring that every client receives the right solution.This team aims to understand customer needs and deliver high impact solutions.

About the Role

We are seeking an experienced and detail-oriented Technical Service Manager to join our dynamic team in the Payment Domain. The ideal candidate will be responsible for the ongoing support, maintenance, and optimisation of our mission-critical applications and tools used in the payments infrastructure. TSM will work with cutting-edge technologies, including SQL, API ,Python, Java, Redis, Grafana, Kibana, and PagerDuty.

This person will be responsible to support our integrated merchants by managing technical queries, resolving issues, and ensuring high service quality. TSM will work closely with internal tech, product, and operations teams to provide timely resolutions and maintain strong merchant relationships. This is not a sales role, but rather an opportunity to be the principal technical advisor & voice of the customer to organizations ranging from Ecom, Insurance, Travel etc. This position will require the ability to travel 10% or more as needed.

Responsibilities:

• You will be a one stop shop for all tech requirements for enterprise merchants.
• Core responsibility of this role is to identify business goals and challenges and merchants/PayU and work closely with Product, Engineering, Sales and other internal team to deliver a compelling solution.
• Required to work with sales team to provide value addition for PayU in the form of defining customer requirements, goals and challenges in order to provide customized, compelling and differentiated solutions.
• Understand PayU's product suite and provide unique solution offerings after discussions with customer’s technical and business teams to assess and gather the gamut of requirements.
• Intuitively working with internal sales and customer teams to keep them abreast of changes in product delivery plans in order to meet the assessed requirements.
• Ability to identify differences between customized and core product offerings on an as is basis.
• Interfacing with PayU's product engineering teams to align and present solutions for existing and prospective customers via on hand demonstrations.
• Manage post-integration technical support for mid to large-scale merchants.
• Handle and resolve technical issues related to transactions, APIs, and settlements, success rate.
• Monitor transaction success rate. Highlight & fix if there is any deviation with the help of cross functional collaboration.
• Act as a point of contact for merchant escalations and ensure timely closure.
• Collaborate with internal teams to debug and resolve recurring issues.
• Monitor and report on service metrics (SLAs, TATs, NPS) and drive continuous improvements.
• Analyze recurring issues, identify root causes and propose long-term solutions.

Requirements:

• Bachelor's degree in Computer Science, Engineering, or related field, or equivalent work experience.
• 3–5 years of experience in technical support/service roles, preferably in fintech or SaaS. 
• Solid understanding of payments gateways APIs, transaction lifecycle, and related troubleshooting. 
• Proven experience in application maintenance, ideally in the payments domain or financial services.
• Solid understanding and experience with DB, SQL and Redis.
• Proficiency in Python and Java for scripting, automation, and application enhancement.
• Experience with monitoring tools such as Grafana and Kibana.
• Hands-on experience with incident management tools such as PagerDuty.
• Strong problem-solving skills, with a demonstrated ability to analyse and resolve complex system issues.
• Understanding of payment flows, APIs, and basic debugging (Postman, SQL, Kibana). 
• Experience in a 24x7 operational services or support environment.
• Strong communication and problem-solving skills.  
• Ability to manage multiple merchant accounts and prioritize effectively. 
• Familiarity with Jira, CRM tools, and ticketing systems. 
• Ability to handle high-pressure situations and multitask effectively. 

What we offer?

• A positive, get-things-done workplace
• A dynamic, constantly evolving space (change is par for the course – important you are comfortable with this).
• An inclusive environment that ensures we listen to a diverse range of voices when making decisions.
• Ability to learn cutting edge concepts and innovation in an agile start-up environment with a global scale.
• Access to 5000+ training courses accessible anytime/anywhere to support your growth and development (Corporate with top learning partners like Harvard, Coursera, Udacity).

About us:

PayU, one of India's leading digital financial services providers with Prosus as an investor, operates businesses that are regulated by the Reserve Bank of India and offers advanced solutions to meet the digital payment requirements of the Indian market. PayU India companies aim to create a full-stack digital financial services platform to serve all (tapped and untapped) financial needs of customers through technology solutions.

PayU provide payment gateway solutions to online businesses through its cutting-edge and award-winning technology and has empowered 5 lakhs+ businesses, including India’s leading enterprises, e-commerce giants and SMBs. It enables businesses to collect digital payments across 150+ online payment methods such as Credit Cards, Debit Cards, Net Banking, EMIs, pay-later, QR, UPI, Wallets, and more. It’s a preferred partner in the affordability ecosystem, offering the maximum coverage of issuers and easy-to-implement integrations across card-based EMIs, pay-later options and new-age cardless EMIs. PayU offers e-commerce brands best-in-industry success rates while ensuring a seamless checkout experience.

Our Commitment to Building A Diverse and Inclusive Workforce

As a global and multi-cultural organization with varied ethnicities thriving across locations, we realize that our responsibility towards fulfilling the D&I commitment is huge. Therefore, we continuously strive to create a diverse, inclusive, and safe environment, for all our people, communities, and customers. Our leaders are committed to create an inclusive work culture which enables transparency, flexibility, and unbiased attention to every PayUneer so they can succeed, irrespective of gender, color, or personal faith. An environment where every person feels they belong, that they are listened to, and where they are empowered to speak up. At PayU we have zero tolerance towards any form of prejudice whether a specific race, ethnicity, or of persons with disabilities, or the LGBTQ communities.