Global Sales Executive

REVIEW CRITERIA:

MANDATORY:

• Strong Technical Support Leader profile
• Must come from SaaS / Enterprise Product companies (preferably high-scale transactional platforms)
• 12+ years of experience in Technical Support / Application Support, with minimum 6–7 years leading L3 or escalations teams
• Proven experience handling customer escalations, Root Cause Analysis (RCA), incident ownership, and cross-functional resolution with Product & Engineering teams
• Experience managing L3 Support teams of ~20+ members, including mentoring, workload planning, shift governance, and performance management
• Hands-on understanding of: Databases ( PostgreSQL / SQL), Middleware / Servers (JBoss, Tomcat, IIS, Nginx, Apache) and Operating Systems like Linux, Unix, Windows
• Effectively coordinate with architects and engineering heads
• Strong capability in SLA management, ticket lifecycle governance, escalations process setup, and support dashboards/reporting
• Working knowledge of Freshdesk / Jira / ServiceNow or equivalent enterprise ticketing platforms
• Excellent communication, customer handling, crisis de-escalation, and ability to simplify technical details for leadership

PREFERRED:

• Experience supporting platforms in Retail Tech, ERP, Telecom, Hospitality, EdTech, or similar high-scale industries

ROLES AND RESPONSIBILITIES:

As the G1 Head of Technical Support, you will be the central force ensuring an exceptional post-go-live technical experience across the company suite. You’ll oversee L3 support operations across all products, manage customer escalations, drive cross-team resolution, and build processes for visibility, accountability, and continuous improvement. This is a cross-functional, high-impact leadership role, working across engineering, QA, DevOps, customer support, and product teams to ensure that every issue is tracked, resolved, and learned from—within SLA and with a customer-first mindset.

YOU WILL-

Incident & Ticket Management:

• Own end-to-end L3 technical support governance across company products (ERP, POS,OMS, etc.)
• Ensure customer issues are responded to and resolved within defined SLAs
• Drive prioritization, root cause resolution, and engineering coordination across product teams
• Personally manage and de-escalate high-severity issues with customers and internal teams

Process & Metrics Ownership:

• Define, track, and optimize support processes, SLAs, escalation workflows, and ticket lifecycle practices
• Build dashboards for SLA adherence, issue aging, bug trends, defect density, etc.
• Establish strong feedback loops to engineering/product based on recurring issues

RCA & Knowledge Management:

• Ensure timely Root Cause Analysis (RCAs) for all S1/S2 issues with actionable insights
• Lead trend analysis to preempt issues and recommend long-term fixes or product hardening
• Build and maintain a knowledge base to improve internal resolution efficiency

Customer Interaction:

• Engage with enterprise customers on complex or long-running tickets
• Serve as a trusted escalation point for strategic clients
• Collaborate with Customer Success and Implementation teams for seamless client experience

Collaboration & Leadership:

• Coordinate with Product Architects and Engineering Heads to ensure ticket resolution
• Build and mentor a lean L3 support team or tiger squads when required
• Drive a culture of accountability, learning, and proactiveness in technical support

IDEAL CANDIDATE:

• 11+ years of experience in technical support or L3 support leadership roles in SaaS or high- scale enterprise products
• Strong experience handling customer escalations, RCAs, and cross-team ticket resolution
• Solid technical background (understanding of APIs, microservices, database queries, logs, debugging)
• Expertise in support tooling: Freshdesk, Jira, ServiceNow, etc.
• Excellent communication skills—able to speak fluently with both customers and engineers
• Data-driven mindset for reporting, insights, and stakeholder updates
• Experience working in retail tech, ERP, or platform businesses is a big plus

PERKS, BENEFITS AND WORK CULTURE:

• Comprehensive health insurance coverage.
• Excellent rewards and recognition policy.
• Transparent compensation policy with no unnecessary deduction in CTC.
• Annual company off-site and a variety of events, celebrations throughout the year.
• Travelling opportunities between our offices across the country.
• Annual company walkathon & related sporting events.
• Quarterly Coffee with CEO.

About the role:

We are seeking a highly detail-oriented and experienced Payment Switch Manual Tester to join our Quality Assurance team. The ideal candidate will be responsible for rigorously testing and validating the functionality, reliability, and security of our core payment switch system, ensuring flawless transaction processing and compliance with all industry standards.

Key Responsibilities

• Test Planning & Design: Analyze payment switch requirements, technical specifications, and user stories to create comprehensive test plans, detailed test scenarios, and manual test cases.
• Test Execution: Execute functional, integration, regression, system, and end-to-end testing on the payment switch and related systems
• Transaction Flow Validation: Manually validate various payment transaction lifecycles, including authorization, clearing, settlement, and chargebacks for credit/debit cards, prepaid cards, and other payment methods.
• Defect Management: Identify, document, and track defects and inconsistencies using defect management tools (JIRA) and work closely with development teams to ensure timely solution.
• Protocol & Scheme Testing: Test and validate messages and protocols ( ISO 8583, SWIFT) and ensure compliance with card scheme mandates (Visa, Mastercard, RuPay).
• API Testing: Perform manual testing of APIs (REST/SOAP) related to payment processing, ensuring correct data validation, security, and error handling
• Data Validation: Execute SQL queries for backend database validation to ensure data integrity and consistency across the transaction lifecycle.
• Collaboration: Participate in Agile/Scrum ceremonies, provide testing estimates, and communicate test status and risks to stakeholders.
• Documentation: Prepare and maintain detailed test reports, test summary reports, and other necessary QA documentation.

Required Experience & Skills

• 3+ years of proven experience in manual software testing.
• 3+ years of direct experience testing Payment Switch systems, Card Management Systems.
• Strong understanding of the Payments Domain and the end-to-end transaction lifecycle (Authorization, Clearing, Settlement).
• In-depth knowledge of payment industry standards and protocols, such as ISO 8583.
• Proficiency in designing and executing various types of manual tests (Functional, Regression).
• Unix/Linux – Comfortable with command-line tools, log analysis.
• Experience with testing tools for APIs ( Postman, SoapUI) and defect tracking (JIRA).
• Solid skills in writing and executing SQL queries for data validation.
• Excellent analytical, problem-solving, and communication skills (written and verbal).

Interview Process -

• Screening
• Virtual L1 interview
• Managerial Round
• HR Discussion

What You will do

● Create beautiful software experiences for our clients using design thinking, lean and agile methodology.

● Work on software products designed from scratch using the latest cutting edge technologies, platforms and languages such as JAVA, python, Javascript, GoLang and Scala.

● Work in a dynamic, collaborative, transparent, non-hierarchical culture.

● Work in collaborative, fast-paced and value-driven teams to build innovative customer experiences for our clients.

● Help to grow the next generation of developers and have a positive impact on the industry.

Basic Qualifications

● Experience: 4+ years.

● Hands-on development experience with a broad mix of languages such as JAVA, Python, Javascript etc.

● Server-side development experience mainly in JAVA, (Python and nodeJS can be considerable)

● UI development experience in ReactJS or AngularJS or PolymerJS or EmberJS or Jquery etc. are good to have.

● Passion for software engineering and follow the best coding concepts. ● Good to great problem solving and communication skills.

Nice to have Qualifications

● Product and customer-centric mindset.

● Great OO skills, including design patterns.

● Experience with devops, continuous integration & deployment.

● Exposure to big data technologies, Machine Learning and NLP will be a plus.

Benefits

● Competitive salary.

● Work from anywhere.

● Learning and gaining experience rapidly.

● Reimbursement for basic working set up at home.

● Insurance (including a top up insurance for COVID).

Location

Remote - work from anywhere

What does the core role include?

• Designing and developing high-volume, low-latency applications for mission-critical systems and delivering high-availability and performance
• Designing stateless components in React Native
• Contributing in all phases of the development lifecycle
• Working with the developers to create and maintain a robust framework to support the apps
• Working with the developers to build the interface with a focus on usability features
• 
  

What else can you expect in the role?

• Prepare and produce releases of software components
• Optimizing performance for the apps
• Problem-solving skills, analytical mind, and positive attitude
• Ability to think from end users perspective and focused on improving the overall product experience.
• Deliver across the entire app life cycle concept, design, build, deploy, test, release to app stores and support
• 
  

What can fetch you brownie points?

• Hands on experience with React Native is required
• Hands-on experience in React Native APIs, ReactJS, Javascript, ECMAScript (OOJS) and JSX.
• Strong understanding of JavaScript ecosystem
• Hands on experience on Android in creating Hybrid / Native applications
• Demonstrable UI/UX experience on a large-scale app.
• Thorough understanding of React Native development tools like IDEs (Nuclide, Atom, Sublime Text, or Visual
• Good knowledge of JS frameworks like ReactJS is a plus.

Desired Skills and Experience

Hybrid Apps,React Native, Native iOS and Android Architecture understanding

• Analyze highly complex business requirements;
• generate technical specifications to design or redesign complex software components and applications;
• Acts as an expert technical resource for modeling, simulation and analysis efforts;
• Adapt to change quickly and adjust work accordingly in a positive manner;
• Be flexible and thrive in an evolving environment;
• Individual contributor to build the application for e-commerce platform;
• Assures quality, security and compliance requirements are met for supported areas;
• Working in cloud data stores to include S3, DynamoDB and/or Amazon RDS;
• Perform test automation in a test-driven development environment;
• Implement DevOps concepts, tools and continuous delivery pipelines - Bamboo, Jenkins, Maven, Bitbucket, Jira, etc;
• Implement instrumentation to gather business-specific metrics around consumer usage patterns;

AutoScheduler is looking for a remote senior software developer to join our talented team. The ideal candidate is a self-starter who is interested in constant learning. We want this person to join our dynamic team as we take an established software and re-develop it from scratch as a part of a new start up.

We are looking for a Backend C++ developer responsible for maintaining and developing algorithmic C++ for new and existing customers. Your primary responsibilities will be to design and develop applications and services, and to coordinate with the rest of the team working on different layers of the infrastructure. Therefore, a commitment to collaborative problem solving, robust design, and quality product is essential.

• Work with non-technical personnel to translate business requirements into stories and epics
• Translate application storyboards and use cases into functional applications / features
• Design, build, and maintain efficient, reusable, and reliable code
• Ensure the best possible performance, quality, and responsiveness of applications
• Identify bottlenecks and bugs, and devise solutions to these problems
• Help maintain code quality, organization, and automation
• Write and maintain unit/functional/integration tests

• Bachelor’s degree with STEM concentration + 2 years’ work experience, or equivalent work experience
• Fluent in English
• Demonstrably proficient in C/C++ and the ability to parse C/C++ code
• Proficiency in Node.js and Javascript
• Basic understanding of Common Language Runtime (CLR), its limitations, weaknesses, and workarounds
• Working knowledge of at least two other programming languages (e.g. Go and Python)
• Proficient understanding of modern distributed code versioning tools (like ‘git’)
• Thorough understanding of SQL, and in-depth experience with at least one RDBMS (e.g. PostgreSQL or Microsoft SQL Server)
• Experience with automated testing frameworks and unit tests
• Solid understanding of object-oriented programming and principles
• Knowledge of functional programming principals / concepts

• Experience building applications with C++
• Experience building cross-platform applications with Scala
• Experience with functional programming
• Familiarity with concurrency patterns in Scala
• Experience building distributed systems and/or decoupled microservices
• Experience building software using cloud-based services (in any cloud platform)
• Experience using “gRPC” and Protocol Buffers (“protobuf”) and/or experience creating services that exchange non-JSON data over non-HTTP protocols
• Familiarity with continuous integration
• Familiarity with Docker / containerization