Product Solution Engineer

JUSPAY; Bengaluru; On-site; INR 800,000 - 1,200,000; Full time

Job summary

Juspay is hiring for a merchant support engineer to drive merchant integrations, diagnose issues, and guide non-technical users through resolutions. You will collaborate with Product, Engineering, and Business teams to onboard merchants and ensure on-time issue resolution.

Candidates with 2-4 years of experience, strong SQL skills, and excellent communication will thrive in Juspay's fast-paced startup environment. A problem-solving mindset and proactive attitude are highly valued.

Qualifications

• Strong written and verbal communication skills.
• Ability to diagnose issues and propose solutions.
• Willingness to collaborate across teams and support merchants.

Responsibilities

• Take ownership of merchant issues through to resolution.
• Research, diagnose and troubleshoot issues with SLAs.
• Guide non-technical users through resolution process.
• Provide merchant product integration support and collect problem details.

Skills

Communication skills

Problem solving

Team collaboration

Customer empathy

Tools

SQL

Programming basics

Wireframing tools

Job description

Digital is growing exponentially. In just a few years, the billion people in India will be connected and consuming products and services digitally. This transformation is not only moving payments to digital form, it is opening doors to new kinds of businesses and consumer behavior that is transforming the finance industry.

Internet & mobile ecosystems are transforming commerce. While usage of credit instruments is growing steadily, the penetration of users purchasing with credit today is just 75 million. There are 400 million Indians with a private credit bureau score. Yet almost 300+ million don't own a credit instrument or credit-line to shop online.

At Juspay, the Credit Platform team builds products that make purchases affordable and/or help customers seek credit to better finance outcomes, whether for consumers completing a transaction, or for suppliers and distributors working with a brand / manufacturer or an e-commerce marketplace.

We are hiring people who care about solving problems fundamentally as merchant success team members who will closely work with our customer’s product managers and developers and ensure their success. It is a mix of engineering understanding, product understanding and above all customer empathy.

What does it take?

• Drive the integration of Merchants and help to understand the problem and its cause by digging deep into data, logs, code and engaging with relevant stakeholders.
• Imagine how the experience for customers & merchants needs to be and constantly work on making it happen. Enhance ways of merchant self-service and work towards faster onboarding.
• Liaison with Product, Engineering, and Business teams to onboard the merchant and establish trust with the merchants by doing the right thing.
• Be the doctor who doesn’t just hear symptoms from patients and give medicine for that but also pro-actively helps to prevent any future diseases
• Be technically hands-on while resolving issues and develop a deep understanding of all our products

What will I do?

• Take ownership of merchant issues and requests through to resolution
• Research, diagnose and troubleshoot issues by following SLAs
• Guide non-technical users through the issue resolution process
• Product integration support for merchants
• Collect and document information about users problems for future references
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• Provide prompt and accurate feedback to merchants
• Document knowledge in the form of knowledge base tech notes and articles
• Collaborate with team for application enhancements requirements

10. Data analysis, transaction reconciliations and investigation of disputed

transactions

Must have qualities

1. Aspiration for quality and bringing out what is expected

3. Clear solutioning mindset by thinking from the customer's shoes

5. Extreme responsiveness to solve problems

6. Curiosity to understand how things work

7. Openness and patience to learn harder things

8. Attitude and ability to get-things-done and never let it go

9. Effectively balance big picture/details

10.Self-motivated and driven

11.Persuasive without being forceful

12.Strong communication and interpersonal skills with people management skills

Engineering with 2-4 years of experience.

Experience or eagerness to work in a highly charged start-up environment

A “keep going at it” and a “never say no” attitude towards problem solving

Excellent written and verbal communication skills, ability to explain complex technical issues clearly to non-technical users

Ability to work as an individual as well as collaborate across teams

Decent programming skills and basic knowledge of how tech works!

Proficiency in SQL is a plus

Any design/wireframing tool experience would be an advantage

About the company

Juspay's vision is to enable frictionless transactions for billions. The payments landscape in India, compared to the rest of the world, has been evolving at a much faster pace. It is unique in terms of being mobile-first, mandating 2FA, next-gen networks like UPI, merging online-offline, being hardware-less and so on. However, these advances bring along unreliable systems & mandates to meet high-security standards which increase friction for users.

Juspay, with its zero-one products & next-gen proprietary technology, is uniquely positioned to solve the end-end payments problem in India and also expand internationally. We are extremely technology and product-focused and have achieved exponential growth in an organic revenue-driven way.

Incidentally, our tech/design innovation was recognized and we helped the Government of India develop the BHIM app, which has set the gold standard for UPI interfaces & even got international awards for its design.