Senior Software Engineer – Technical Resolutions

Senior Software Engineer – Technical Resolutions

Designation: Senior Software Engineer – Technical Resolutions

Location: Mumbai


  • Oversee day to day support operations for identified merchants
  • Own the issue and the solution 
  • Track and review Key Performance Indicators and metrics against Service Level Agreements
  • Expert in our company’s support processes, workflows, communication standards and process knowledge
  • Willing to step in and assist customers, partners and other team members
  • Ensure support inquiries are following the correct internal channels are addressed in a timely fashion
  • Collaborate with other support and product leaders to prioritize software bugs for resolution
  • Participate in status calls with clients and other team members
  • Contribute to growing knowledge base with internal and client facing content 
  • Document all communication via ticketing systems

Skills and Qualification:

  • Graduate degree in Computer Science, Computer Engineering, or related technical discipline from Tier-1 Institutes
  • 4-5 years working in a support or similar client facing role in software
  • Interested in process excellence; proven experience optimizing a support (or similar) process workflow
  • Proficient/fluent English-language written and verbal communications skills
  • Ability to work autonomously and also collaborate effectively
  • Experience using case management systems (, Jira, ZenDesk)
  • Banking / Visa / Master experience
  • Should be ITIL certified
  • Familiarity with Java/J2EE applications
  • Familiarity with database technologies including Oracle or SQL Server
  • Familiarity with Unix & Linux


The ideal person for this role would be someone who loves the challenge of an entrepreneurial environment, who has high ownership to be available 24×7 for our customers, who is able to deal with complexity and rapid change and who has large dreams to be part of interesting journey.

The person would be self-driven, results-oriented with a positive outlook and impeccable integrity. He/she would have a track record of delivering results consistently in uncertain environments. Excellent communication skills with an ability to manage crucial conversations with senior stakeholders.

Retail industry demands “I’ll do it now instead of tomorrow” attitude. Please be prepared for interesting journey if you want to grow fast with no age barriers.