About this Technical Account Manager role at Razorpay Software Private Limited
Razorpay is one of India’s leading full-stack financial technology companies, powering the way businesses move, manage, and grow money. Founded in 2014 by Harshil Mathur and Shashank Kumar with a simple vision - to simplify payments for Indian businesses - we’ve since grown into a fintech powerhouse driving India’s digital payment revolution.
Razorpay powers millions of businesses with a smarter, scalable stack that goes beyond transactions to help them truly build and grow.
From building AI-native agentic payments, to AI-assisted fraud detection and real-time risk intelligence to automated reconciliation, smart payouts, and predictive financial insights, we are embedding intelligence across our stack to make money movement faster, safer, and more efficient. In close collaboration with ecosystem partners - including banks, networks, regulators - we are pioneering industry-first solutions that are shaping the next era of fintech
Across India, Singapore and Malaysia, our products span everything from seamless checkouts to payroll automation - powering a fintech ecosystem that’s redefining how money moves across Asia.
Today, that ecosystem supports everyone from early-stage startups to some of India’s largest enterprises, enabling them to accept, process, and disburse payments at scale while expanding into new ways of managing money more efficiently.
Our scale speaks volumes: Razorpay processes $180+ billion in annualized transactions, powering leading businesses like Airbnb, Facebook, WhatsApp, Airtel, CRED, BookmyShow, Zomato, Swiggy, Lenskart, Mirae Asset Capital markets, Indian Oil, National Pension Scheme - and over 100 of India’s unicorns. With strong roots in India and growing operations in Southeast Asia, we are shaping the next chapter of financial technology across the region.
We are backed by global investors including GIC, Peak XV Partners (formerly Sequoia Capital India & SEA), Tiger Global, Ribbit Capital, Matrix Partners, MasterCard, and Salesforce Ventures, having raised over $740 million to date. Strategic acquisitions - including Ezetap (POS and offline payments), Curlec (Malaysia expansion), BillMe (digital invoicing), and POP (rewards-first UPI) - along with earlier moves in fraud prevention, payroll, and lending, have further strengthened our platform and widened our footprint across Asia.
But what truly sets Razorpay apart is our culture. At Razorpay, ownership is our oxygen - you own what you build, with no micromanagement or red tape, just the runway to make your ideas fly. Learning is a lifestyle - if you’re curious, you’ll feel at home here. People > Pedigree - we hire for attitude, hustle, and hunger more than degrees. Transparency thrives over titles - this is where interns question CXOs and CXOs say “thank you.” Guided by our values of Customer First, Autonomy & Ownership, Agility with Integrity, Transparency, Challenging the status quo and a strong belief that Razorpay grows with Razors, you’ll be part of a 3000+ strong team building not just products, but the financial infrastructure of the future.
Technical Account Manager – Global / US accounts
Razorpay | Super Enterprise Account Success
Role Summary
The Technical Account Manager owns the technical relationship with Razorpay's most strategic global customers. You are accountable for both reactive excellence—owning high-priority incidents and escalations through to resolution—and proactive account health—identifying risks before they become incidents, driving remediation plans, and serving as the customer's trusted technical advisor.
This is not an escalation coordinator or ticket manager role. This is the technical owner of enterprise customer outcomes.
What You Will Own
Reactive Ownership
- 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
Proactive Account Health
- 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
Technical Depth
- 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
What You Bring
Experience
- 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
Capabilities
- 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
What Great Looks Like
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
Success Measures
- All Incident response and resolution SLA adherence
- Escalation ageing and time-to-close performance
- Repeat incident reduction and RCA completion quality
- Customer technical health score improvement
- Proactive risk identification rate (issues flagged before customer-impacting)
- Preventive action closure within committed timelines
- NPS satisfaction (NPS) on incident management and technical guidance
- QBR/account-health readiness and stakeholder alignment
- Reduction in recurring technical issues over time
