Role & responsibilities Troubleshoot and resolve technical queries from merchants and their developer teams over multiple channels providing them with step-by-step technical assistance Ability to demo the Cashfree product suite to merchants on presales/post-sales calls and walk them through Product Integration and dashboard Technical debugging of merchant environment to enable them to integrate with Cashfree through Mobile, plugins, APIs etc. Analyze issues end-to-end and efficiently collaborate with other teams to solve critical merchant problems Operate on stringent resolution SLAs to resolve business-critical problems for Cashfree merchants working and collaborating with engineering and operational teams Provide support experience for Cashfree merchants. Develop and maintain product level playbooks for team reference, contribute to and manage the repository /knowledge base Take up technical value add tasks and initiatives aimed at improving product efficiencyPreferred candidate profile Basic coding knowledge of any one or more backend server languages in reading or debugging code e.g Java, Python, PHP, C, C++, Go lang etc. Familiarity with SQL for running queriesWillingness to handle technical queries through various communication channels including email, calls, and chat.Strong problem-solving skills and ability to communicate effectively.