Lead Product Support Engineer
Content + Source + Freshness • 11 Dec 2025 • 95% confidence
Offer value
Opportunity to work on critical issues with a strong emphasis on technical skills and problem-solving.
- Key role in ensuring platform stability
- Diverse technical challenges to solve
- Focus on both customer satisfaction and product support
- Requires substantial technical expertise
Pros
- Hands-on technical role with varied challenges
- Supportive environment for professional growth
- Involvement in significant product enhancement initiatives
Cons
- High expectations for performance under pressure
- Possible shift work or weekend commitments
- Can involve coordination across multiple teams
Who it's for
Mid-Senior • Office-based, possible on-call support
Good fit
- Engineers with extensive support experience
- Individuals who enjoy technical problem-solving
- Candidates ready to take ownership of issues
Not recommended for
- Individuals without a technical background
- Those preferring non-technical roles
- Candidates not prepared for high-pressure environments
Motivation fit
Key skills
About the job
Razorpay was founded by Shashank Kumar and Harshil Mathur in 2014. Razorpay is building a new-age digital banking hub (Neobank) for businesses in India with the mission is to enable frictionless banking and payments experiences for businesses of all shapes and sizes. What started as a B2B payments company is processing billions of dollars of payments for lakhs of businesses across India.
The role of the Lead Product Support Engineer is a technical role that ensures the stability, integrity, and efficient operation of the platform / system and services.
High Impact production issues often require coordination between multiple Development, Operations and IT Support groups, so you get to experience a breadth of impact with various groups.
Roles and Responsibilities:
- 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.
Tech Skills:
Languages & Scripting
PHP,Golang,JavaScript,Java,Python (for automation & troubleshooting)
Databases
SQL (MySQL, PostgreSQL, MSSQL), MongoDB, Redis
Version Control & CI/CD
Git/GitHub, GitHub Actions
APIs & Integrations
REST, GraphQL, Postman, CURL
Mandatory Qualifications:
- Knowledge of Unix / Linux based systems.
- 8+ years of experience working with MySQL and Redis and writing simple queries to get data for debugging issues.
- Being able to creatively come up with solutions for various problems and implement them.
- An in-depth understanding of the different products and ability to navigate through the code to debug and small fixes.
- Hands on with any of the scripting languages like Bash, Python, PHP, Ruby.
- Excellent analytical and logical thinking.
- Quick troubleshooting and diagnosing skills.
- Problem solving and debugging skills.
- Ability to join the dots around multiple events occurring concurrently and spot patterns.
- Hardworking with strong work ethics.
- Should be comfortable working in shifts & on weekends.
Good to have:
- Prior production support experience.
- Prior programming experience.
- Familiarity with Apache, Sumologic, Grafana, Prometheus, Elasticsearch.
- Experience in dealing with RESTful web services is a plus.
- Worked with queues and understands cron jobs.
