Associate Manager, Solutions Engineering

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About the Role

As an Associate Manager in Solutions Engineering, you'll lead a team responsible for helping merchants successfully integrate Razorpay's payment solutions. Your role is to ensure smooth integrations, resolve technical issues quickly, improve team performance, and collaborate across Product, Engineering, Sales, and Customer Success.

Key Responsibilities

Team Leadership

Lead and mentor a team of around 15 integration engineers and team leads.

Conduct regular 1:1s, set goals, and support career development.

Drive a culture of ownership, accountability, and continuous improvement.

Operational Excellence

Monitor and improve key metrics such as:

SLA compliance

Mean Time to Integration (MTTI)

Customer Satisfaction (CSAT)

Customer Effort Score (CES)

Escalation rates

Manage critical merchant escalations and incident response.

Ensure high operational standards with minimal SLA breaches.

Integration Delivery

Own end-to-end merchant integrations from solution design to go-live.

Troubleshoot API, webhook, SDK, and payment integration issues.

Create documentation, SOPs, and runbooks to improve efficiency and reduce recurring issues.

Business & Cross-functional Collaboration

Work closely with Product, Engineering, Sales, and Customer Success teams.

Translate technical issues into business impact.

Identify recurring problems and recommend product improvements.

Drive adoption of automation and AI tools to improve productivity.

Skills & Qualifications

5–6 years of experience in Solutions Engineering, Integration Engineering, or Technical Account Management.

Experience leading technical teams or serving as a technical lead.

Strong understanding of:

REST APIs

JSON

Webhooks

SDK integrations

Payment or fintech experience is a plus.

Experience tracking and improving operational metrics.

Strong communication and stakeholder management skills.

Familiarity with tools such as Postman, Jira, Freshdesk, DevRev, or similar platforms.

What Success Looks Like (First 45 Days)

Team performance metrics (MTTI, SLA) are stable and meeting targets.

Every team member has a clear development plan.

At least one process improvement has been implemented to reduce manual effort or escalations.

Strong working relationships established with Product, Sales, and Engineering teams.

What We're Looking For

Strong technical troubleshooting skills.

Excellent people management and coaching abilities.

Data-driven decision making.

Ownership mindset with a focus on solving root causes.

Ability to balance technical depth with business impact.