SEM Executive

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.

Location: Bangalore

Experience required: 7-10 years.

Key skills: .NET core, ASP .NET, Microsoft Azure, MVC, AWS

"At Pace Wisdom Solutions, our .NET team is a dynamic and collaborative group of experts specializing in end-to-end development. With a focus on both front-end and back-end technologies, we leverage the robust .NET framework and Azure to deliver innovative and scalable solutions. Our agile approach ensures adaptability to industry changes, empowering us to provide clients with cutting-edge and tailored applications."

We are seeking a highly skilled and experienced Senior .NET Developer with a minimum of 7 years of hands-on experience. The ideal candidate will possess expertise in both front-end and back-end development, with a strong background in MVC architecture and exposure to Microsoft Azure technologies. The role requires an individual who can work independently, lead a team effectively, and contribute to the successful delivery of projects.

Engineering Culture at Pace Wisdom:

We foster a collaborative and communicative environment where engineers are empowered to share ideas freely. Teamwork is paramount, and we believe the best solutions come from diverse perspectives. We are committed to promoting from within, providing clear career paths and mentorship opportunities to help our engineers reach their full potential. Our culture prioritizes continuous learning and growth, offering a safe space to experiment, innovate, and refine your skills.

Responsibilities:

• Create scalable solutions by understanding business requirements, write code, test according to best practices.

• Own and Collaborate with the team including our customers, QA, design, and other stakeholders to drive successful project delivery.

• Advocate and mentor teams to follow best practices around: documentation, unit testing, code reviews etc.

• Comply with security policies and processes.

Qualifications:

• 7-10 years of professional experience in developing applications using .NET framework, .NET Core, Azure Services, Entity Framework

• Good knowledge of common software architecture design patterns, Object Oriented Programming, Data structures, Algorithms, Database design patterns and other best practices.

• Exposure to Cloud technologies (AWS, Azure, Google Cloud - at least one of them)

• Exposure to developing SPA on React, Angular or VueJS

• Experience with micro services, messaging systems (RabbitMQ/Kafka)

• Proven ability to lead and mentor development teams.

• Effective communication and interpersonal skills.

About the Company:

Pace Wisdom Solutions is a deep-tech Product engineering and consulting firm. We have offices in San Francisco, Bengaluru, and Singapore. We specialize in designing and developing bespoke software solutions that cater to solving niche business problems.

We engage with our clients at various stages:

• Right from the idea stage to scope out business requirements.

• Design & architect the right solution and define tangible milestones.

• Setup dedicated and on-demand tech teams for agile delivery.

• Take accountability for successful deployments to ensure efficient go-to-market Implementations.

Pace Wisdom has been working with Fortune 500 Enterprises and growth-stage startups/SMEs since 2012. We also work as an extended Tech team and at times we have played the role of a Virtual CTO too. We believe in building lasting relationships and providing value-add every time and going beyond business. 

A Senior Business Development Associate (BDA) in the EdTech industry focused on sales would typically be responsible for developing and executing sales strategies to drive revenue growth for educational technology products or services. Some key responsibilities may include:

1. Identifying and reaching out to potential clients (e.g., educational institutions, corporate training programs) to generate leads and build a strong sales pipeline.

2. Conducting market research to understand the needs and preferences of the target audience and develop targeted sales pitches and proposals.

3. Collaborating with internal teams, such as product development and marketing, to align sales efforts with overall business goals and objectives.

4. Presenting product demonstrations, conducting sales presentations, and negotiating contracts with clients.

5. Managing client relationships, providing exceptional customer service, and addressing any inquiries or issues to ensure client satisfaction and retention.

6. Analyzing sales data, tracking performance metrics, and providing regular reports to management to evaluate the effectiveness of sales strategies and identify areas for improvement.

Overall, a Senior BDA in EdTech sales would play a crucial role in driving business growth, establishing strong relationships with clients, and contributing to the overall success of the organization in the education technology industry.

2-3 years of sales coordination experience.

- Excellent communication and interpersonal skills.

- Strong organizational and time management skills.

- Ability to work in a fast-paced environment.

- Proficiency in CRM software and Microsoft Office.

- Strong analytical and problem-solving skills.

About us:

Astra is a cyber security SaaS company that makes otherwise chaotic pentests a breeze with its one of a kind Pentest Platform. Astra's continuous vulnerability scanner emulates hacker behaviour to scan applications for 8300+ security tests. CTOs & CISOs love Astra because it helps them fix vulnerabilities in record time and move from DevOps to DevSecOps with Astra's CI/CD integrations.

Astra is loved by 650+ companies across the globe. In 2023 Astra uncovered 2 million+ vulnerabilities for its customers, saving customers $69M+ in potential losses due to security vulnerabilities. 

We've been awarded by the President of France Mr. François Hollande at the La French Tech program and Prime Minister of India Shri Narendra Modi at the Global Conference on Cyber Security. Loom, MamaEarth, Muthoot Finance, Canara Robeco, ScripBox etc. are a few of Astra’s customers.

Role Overview:

As an SDE I Front-End Engineer at our company, you will play a crucial role in the development of the dashboard for our SaaS security platform.

Your primary focus will be on utilising Next.js, React, TypeScript, shadcn/ui (built on Radix UI), Tailwind CSS & TanStack Query to create an intuitive and efficient dashboard that meets the evolving needs of our users.  You will have the opportunity to work alongside talented individuals, collaborating to deliver innovative solutions and pushing the boundaries of what's possible in web development. The role requires deep collaboration with the leadership, product, design, back-end and QA teams.

Join our team and contribute to the development of a cutting-edge SaaS security platform, where high-quality engineering and continuous learning are at the core of everything we do.

Key Responsibilities:

• Collaborate with product managers, product designers, and backend engineers to understand project requirements and translate them into code.
• You will research, design and code. What you create is also what you own.
• Develop consistent and user-friendly web interfaces based on Figma designs, using Next.js, React and shadcn/ui
• Utilize TypeScript for type safety and enhanced development workflows, ensuring code quality and reliability.
• Implement designs using shadcn/ui design kit (built on Radix UI) for consistent and modern UI components + utilize Tailwind CSS to style components and ensure a cohesive visual experience across the dashboard.
• Integrate Tanstack Query & Jotai for efficient data fetching and state management.
• Optimize web performance and ensure compatibility across different browsers and devices.
• Write clean, modular, and maintainable code while adhering to best practices, security and coding standards.
• Participate in code reviews, providing constructive feedback and ensuring code quality.
• Troubleshoot and debug issues pre/post production, ensuring timely resolution to minimize impact on users. Identify and correct bottlenecks and fix bugs.
• Ensuring timely delivery of the features/products
• Stay updated on emerging technologies and industry trends, incorporating them into the development process when appropriate.

Requirements

• 3+ year of work experience with Next.js (preferred) or React
• Bachelor's degree in Computer Science, Engineering, or related field (or equivalent work experience).
• Strong proficiency in Next.js and React, with demonstrable experience building web applications.
• Experience working with design systems and UI libraries, preferably shadcn/ui (built on Radix UI).
• Proficiency in CSS, particularly with Tailwind CSS, for styling and layout.
• Familiarity with state management libraries such as Tanstack Query(React Query)/Jotai.
• Familiarity with version control systems such as Git.
• Understanding of basic UX principles and what makes a great user experience
• Solid understanding of web development concepts such as HTML, JavaScript, and responsive design principles.
• Excellent problem-solving skills and attention to detail.
• Strong communication and collaboration skills, with the ability to work effectively in a remote team environment.
• Eagerness to learn and adapt to new technologies and methodologies.

Benefits

• Embrace the cosy remote work lifestyle.
• Feel the startup adrenaline pumping through your veins.
• Revel in our open, growth-centric ambiance; it's like a digital playground.
• Dive deep into the captivating world of cybersecurity.
• And yes, get ready for some unforgettable workcations—think Chikmagalur & Jim Corbett. 

• Efficiently realize the UI/UX needs and deliver excellent front-end features.
  
• Maintain quality of our SAAS platform and ensure responsiveness of applications/cloud-run services.
  
• Collaborate with the rest of the teams to design and launch additional/new features and services.
  
• Develop and maintain the source codes.
  
• Optimize and stabilize the overall service architecture (front) from both engineering and commercial point of view.

• Should be highly skilled in the MERN (MongoDB, Express, React, Node)stack.
  
• Should have knowledge of different React Hooks, and should be able to develop custom hooks.
  
• Should have an understanding of making good-looking plots, an understanding of D3.js is preferred.

Technical Overview:

● You will be expected to design, develop and maintain large-scale complex backend web applications.

● You will be expected to rapidly learn and apply relevant new technologies.

● You will be having a high level of interaction with business and product stakeholders.

● You will be working on the entire web application stack, which includes:

      o Web server hosting

      o RESTful communication

      o Message brokering

      o Backend application layer, which includes the service and domain layers

     o Data layer for persistence or caching

● You will be participating in an agile software development cycle, which includes:

     o Design

     o Development

     o Code Review

     o Unit and Integration Testing

     o Release

● As a Staff Engineer, you will be expected to contribute to design, code review, refactoring, and project management.

● You will be exposed to the following technologies:

     o Web application frameworks: Ruby on Rails, Node.js, Java Play, Vert.x, AIOHTTP, AWS Lambda

     o Languages: Ruby, Java, Kotlin, Javascript, Python

     o Data stores: PostgreSQL, Aerospike, Redis, Amazon Redshift

     o Communication: HTTP, Amazon SQS, Sidekiq, Amazon SNS

     o Server Management: Amazon ECS, Docker

Product Overview:

You will be contributing to products concerning both customers and partner drivers.

Product sectors include:

1) Growth: You’ll build tools to help boost user growth on the platform including our industry-best driver onboarding, training and certification system, referral system, and lead management models.

2) Lifecycle Management: Build tools to help users engage with the platform better, which include rewards and recognition modules, subscription services account management tools, partner and customer wallets and payout modules, and churn detection systems among others.

3) Transaction Experience: You’ll help deliver the most delightful booking experience to our customers and drivers. As part of this team, you’ll be responsible for our core booking system, pricing and payment

systems, location tracking and filtering services, fraud prevention systems, and in-app ticketing and support among others.

4) Fulfilment: As part of the fulfillment team, you’ll work on systems that ensure a high degree of ride fulfillment on the platform. Tools include allocation methodologies and systems, dynamic pricing, dynamic partner routing, and partner re-activation tools among others.

5) Enterprise Solutions: You’ll help Porter’s enterprise customers achieve delivery excellence. You’ll build tools for contract management, fleet management, fleet and route optimization tools, alerting and monitoring tools, and analytics suite among others.