Technical Account Manager
Razorpay · Posted Oct 12
Online payment gateway, business banking, payroll, and financial services platform
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About the role
Razorpay is a full-stack financial technology company powering payments for businesses across India, Singapore, and Malaysia, with a stack that spans agentic payments, AI-assisted fraud detection, payouts, reconciliation, and payroll automation. The Technical Account Manager sits in the Super Enterprise Account Success team and owns the technical relationship with Razorpay's most strategic global customers. The role blends reactive ownership of high-priority incidents and escalations with proactive account-health work such as technical account planning, readiness assessments, API integration troubleshooting, and remediation planning.
What you will do
- Own incidents end-to-end — coordinate Engineering, SRA, Product, Risk, Operations; establish ownership, timelines, next steps, and customer communication; drive through resolution, RCA, and preventive actions
- Meet contractual SLAs and internal commitments without exception — escalate early based on business impact, not SLA proximity
- Communicate complex technical incidents to customer engineering teams and C-level stakeholders during live outages with clarity and composure
- Ensure no critical issue is lost between teams — you are the single point of technical accountability
- Build and maintain a technical account plan for every assigned customer — understand their payment architecture, integrations, transaction flows, critical business journeys, and technical dependencies
- Monitor account health continuously — analyze ticket trends, API error patterns, recurring issues, integration failures, reliability signals, and operational anomalies to identify risks before they escalate
- Drive technical health reviews — present findings, remediation plans, owners, and deadlines; partner with CSM/Account teams to incorporate technical health into QBRs and account strategy
- Prepare customers for launches, peak traffic events, migrations, and major releases — conduct readiness assessments and proactive capacity planning
- Reduce repeat incidents over time — your success is measured by fewer avoidable escalations, not higher ticket volume
- Troubleshoot API integrations — webhook delivery failures, authentication issues, payment lifecycle anomalies, duplicate-event handling, idempotency violations, latency spikes, refund/settlement discrepancies, and dispute workflows
- Interpret logs, trace transaction states — diagnose integration architecture issues, and guide customers through production vs. test environment differences
- Translate technical root causes into executive-level business impact and remediation plans
Skills used in this role
What the employer is looking for
- 3–5+ years in Enterprise Technical Account Management, Technical Customer Success, Enterprise Support, Solutions Architecture, Customer Engineering, or similar customer-facing technical roles
- Enterprise/global customer experience required — fintech/payments experience strongly preferred but not mandatory if you bring excellent API/SaaS experience
- Track record of managing P1/P2 incidents at scale and driving cross-functional escalations in high-pressure environments
- Strong API/integration understanding — REST APIs, webhooks, asynchronous event processing, error handling, integration patterns, and production reliability concepts
- Executive communication — written and verbal English at a level suitable for C-level stakeholders during live incidents
- Strong RCA and structured problem-solving capabilities
- Cross-functional influence without authority — comfortable challenging Engineering, Product, or SRE constructively when customer outcomes are at risk
- Ability to operate effectively across US and India time zones — comfort with ambiguity and competing priorities
- Bachelor's degree in Engineering, Computer Science, Information Technology, or equivalent practical experience
- Extreme ownership
- Customer obsession without being customer-controlled
- Bias for action
- Calm under pressure
- Data-driven decision making
- Ability to simplify complexity
- Strong judgement—knows when to escalate and when to solve
- Executive presence
- Technical curiosity
- Structured problem-solving
- Ability to identify risks before they become escalations
- Strong follow-through
- Challenges respectfully; influences without friction
Benefits and support
- Compensation and benefits are detailed in the job posting
About Razorpay
Razorpay is India's leading omnichannel payments and full-stack financial solutions company, providing an extensive suite of products to accept, process, and disburse digital payments. Beyond payment gateways, the company offers neo-banking solutions via RazorpayX, business loans, payroll management, and corporate credit cards. It serves millions of businesses ranging from startups and SMEs to large enterprises globally.
- Industry
- Fintech
- Company size
- 3000+ employees
- Founded
- 2013
- Location
- Bengaluru, India
- Funding stage
- Public Company
Funding
Public Company · $742M raised
- 2021-12-19Series F$375M
- 2021-04-19Series E$160M
- 2020-10-12Series D$100M
- 2018-07-05Series C$75M
- 2016-07-12Series B$20M
Leadership
CEO and Co-founder
MD and Co-founder
Chief Operating Officer
Chief Financial Officer
Recent coverage
Razorpay Blog
Razorpay Merchants Can Now Accept Apple Pay Online and In-Store, With No Card Entry or OTPs2025-09-30
Razorpay Blog
At Global Fintech Fest, Razorpay Presents AI Payments Model, Vulcan to PM Narendra Modi2025-09-10
PL Capital
Razorpay Posts 65% Revenue Jump in FY25 as IPO Preparations Advance2026-04-20
The Paypers
Razorpay plans confidential IPO filing in India targeting USD 600 mln raise2026-04-20