Senior Customer Success Engineer

About Snapmint:

India's booming consumer market has over 300 million credit-eligible consumers, yet only 35 million actively use credit cards. At Snapmint, we're reimagining how credit workswith a product-first approach that puts the consumer experience at the center. Our EMI and Pay Later solutions are designed from the ground up to be intuitive, accessible, and frictionlessenabling millions of Indians to purchase what they need, when they need it, whether it's fashion, electronics, or daily essentials.

From seamless onboarding to instant approvals and zero-cost EMIs, all our products are engineered to empower users while maintaining transparency and trust. We believe that enduring financial services are built not just on fair terms, but also on products that solve real problems with simplicity and scale. Founded in 2017, Snapmint is now India's leading online zero-cost EMI provider. With over 10 million consumers served across 2,500 citiesand doubling year on yearour growth is a direct outcome of building a world-class online product that people love and rely on.

About the Role:

We're looking for a Senior Customer Success Engineer who can work closely with merchants and internal teams to ensure Snapmint delivers a reliable and seamless experience. You'll lead technical conversations with partners, support live integrations, troubleshoot issues, and help improve how merchants interact with our platform.

Key Responsibilities:

• Partner with merchant tech teams to troubleshoot and resolve integration, checkout, and platform issues
• Diagnose and fix problems across APIs, SDKs, and system workflows with a structured, methodical approach
• Serve as the primary technical point of contact for key partners and enterprise merchants
• Track live performance, error patterns, and SLAs to ensure smooth daily operation
• Work with product and engineering to address recurring issues and help shape platform improvements
• Build and maintain documentation, runbooks, FAQs, and implementation guides for internal and external use
• Share technical insights with product teams to improve reliability, usability, and merchant experience
• Support merchants during feature launches, upgrades, and configuration changes
• Mentor junior team members and contribute to building scalable support processes and best practices

Qualifications:

• 35 years of experience in customer success engineering, technical support, solution engineering, or implementation
• Strong understanding of REST APIs, logs, request-response flows, and debugging fundamentals
• Hands-on experience with tools like Postman, Swagger, monitoring dashboards, and analytics platforms
• Experience working with high-volume transactional systems or merchant-facing platforms
• Excellent communication skills with the ability to translate technical details into clear guidance
• Ability to balance multiple priorities and manage relationships with internal and external stakeholders
• A proactive mindset, ownership attitude, and a focus on long-term stability rather than temporary fixes
• Bonus: experience in fintech, payments, or e-commerce environments