Lead Product Support Engineer job opportunity at Razorpay.

Home Jobs In India Tag: Support Engineer Lead Product Support Engineer position at Razorpay


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Razorpay Lead Product Support Engineer
Experience: 1-year
Pattern: full-time
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Support Engineer

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loacation Bangalore, India
loacation Bangalore....India

Logging and keeping records of various issues to help the team prioritize fixes and #automations, along with measuring the product quality. Documenting troubleshooting and problem resolution steps. Monitor alerting channels, analyze problems, diagnose and do occasional code fixes with low to medium complexity. Taking ownership of technical issues and working closely with developers to resolve more complicated problems. Work closely with product and developers to enhance the quality of existing products. Resolving escalated customer complaints without the need for team lead intervention. Address urgent issues quickly, work within and measure against customer SLAs. Write scripts (shell, python, ruby,/php) and aggressively automate manual / repetitive tasks. Automate scripts / tasks for reporting and maintenance; and build anomaly detectors and alerting wherever applicable. Own technical documentation: runbooks and SOPs ensure they are regularly updated. Develop smaller complexity features/enhancements in existing products. Perform in-depth research and identify sources of production issues surrounding the application. Work closely with business in managing day to day issues, and resolve user queries. Identify recurring issues and coordinate with product/engineering for fixes Collaborate with Engineering to prioritize and resolve bugs Analyze support metrics (SLA adherence, response times, backlog) Mentor junior support engineers and contribute to the team's knowledge base. Identify, develop and design features to solve patterns of problems to stabilize production systems.

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