Job Description

About Cashfree Payments

Cashfree Payments is a leading payments and API banking company enabling businesses to collect payments, make payouts, and scale financial operations seamlessly. We process transactions at scale for thousands of businesses, powering fast, reliable, and developer-friendly payment experiences.

At Cashfree Payments, we’re not just shaping the future of payments—we’re moving fast to scale businesses at every stage, with deep expertise in powering India’s D2C and e-commerce growth.

Founded in 2015, we process transactions worth $80B annually and are trusted by more than 800,000 businesses. Authorised by the Reserve Bank of India, we are one of the first entities to receive critical licences like PA-PG, PA-CB and PPI in the sector. We enable seamless collections, payouts, identity verification and fraud detection.

We are backed by Silicon Valley investor Y Combinator, Apis Partners, Krafton Inc, State Bank of India (SBI), and were incubated by PayPal.

At Cashfree Payments, we are focused on delivering seamless and scalable payment experiences for businesses. We are looking for a Senior Integration Engineer who combines strong integration expertise with a data-driven mindset to continuously improve merchant experience.

This is a high-impact individual contributor role where you will not only support and enhance merchant integrations but also analyze support data, track key metrics (CSAT, KPIs, SLAs), and drive quality improvements across the support function.

You will work closely with Support, Product and Engineering teams to reduce friction in integrations, improve case handling quality, and enable a more self-serve ecosystem for merchants.

Key Responsibilities

• Own and improve the end-to-end merchant integration experience with a focus on reducing friction and improving success rates.

• Track and analyze CSAT, SLAs, KPIs and support metrics and build reports/dashboards to drive team insights and discussions.

• Identify trends from support data and merchant interactions to uncover recurring issues and systemic gaps.

• Perform quality audits of support cases, ensuring high standards in troubleshooting, communication and resolution

• Provide structured feedback and coaching to engineers to improve case handling quality and customer experience

• Act as a subject matter expert in API integrations, debugging and troubleshooting complex merchant issues.

• Create and maintain knowledge base articles, troubleshooting guides and integration documentation.

• Identify gaps in documentation, onboarding flows & developer resources and work to improve them.

• Collaborate with Product and Engineering to address root causes of recurring integration issues.

• Drive adoption of self-serve resources to reduce support dependency and improve merchant efficiency.
  
  

Qualifications & Skills

• 3+ years of experience in integration engineering, technical support or solutions engineering.

• Strong understanding of APIs, web technologies (REST, JSON, HTTP) and debugging tools.

• Proven experience in data analysis, reporting and dashboards (e.g., SQL, Excel, BI tools like Tableau or Google Looker).

• Ability to track and interpret CSAT, SLA and operational KPIs to fuel improvements.

• Experience in quality auditing and feedback mechanisms within support or engineering teams.

• Strong problem-solving skills with the ability to identify root causes and scalable solutions.

• Excellent written and verbal communication skills, especially in simplifying technical concepts.

• Experience in documentation and knowledge base creation.

• Familiarity with payments, fintech or SaaS platforms is a plus.