Lead Support Engineer

Vymo; Bengaluru; On-site; INR 1,800,000 - 2,400,000; Full time

Job summary

Vymo seeks a Lead, Engineering Support to own the lifecycle of production issues, from triage to final resolution, working with engineering and customers to prevent reoccurrence.

You will shape runbooks, RCAs, and performance metrics while aligning with AI-native support initiatives and enterprise client needs in a fast‑growing SaaS environment.

Qualifications

• 7–10 years of total engineering experience with production code delivery.
• Experience interfacing with engineering and support to drive RCAs.
• Familiarity with on-call, SLAs, and incident management in a B2B SaaS environment.

Responsibilities

• Drive Production Triage and Resolution across the support–engineering boundary.
• Lead blameless RCAs and contribute to improvements in severity and triage frameworks.
• Apply defined SLAs and detect recurring failure patterns in issue telemetry.

Skills

Hands-on engineering

Operational process fluency

Informal leadership

Job description

Vymo is transforming how financial institutions manage their distribution networks and collections operations. Our AI-powered Distribution Management System (DMS) and Collection Management System (CMS) platform is trusted by 350,000+ users across 70+ global financial enterprises. We enable banks and insurers to optimize performance across their distribution channels and drive operational excellence in collections.

Why Global Leaders Choose Vymo:

Vymo partners with financial institutions through a comprehensive solution that combines deep domain expertise with cutting-edge technology. Our platform's human-centric design, coupled with enterprise-grade scalability and AI-powered intelligence, delivers measurable business outcomes while ensuring high user adoption and engagement.

Recognition & Trust

• Funding: Backed by $45M+ from leading investors, including Peak XV partners (formerly Sequoia), Emergence Capital, and Bertelsmann Investments.
• Clients: Trusted by global financial leaders such as Berkshire Hathaway, AIA, AXA, SBI Life, HDFC Bank, Aditya Birla Capital, Tata AIA, and ABSLI.
• Industry Recognition:
  • Recognized by Celent in their 2024 Distribution Management Solutions report (Advanced Functionality ranking).
  • Featured in Gartner's Market Guide for Sales Engagement Applications.
  • Recognized as a "Strong Performer" in Forrester's Sales Engagement Wave Report.
  • Recipient of the Microsoft 'AI for All' award for innovation in artificial intelligence.

Product Evolution:

1. Lead and Activity Management: Providing a mobile-first tool for large enterprises with distributed field sales teams to digitize processes and gain real-time visibility into team productivity.
2. Sales Engagement Platform: Building advanced capabilities (nudges, goals, playbooks, performance dashboards) to improve business outcomes for financial institutions.
3. Distribution Management Platform (Current Phase): Consolidating the tech stack for financial institutions. Our long-term vision is to become an insurance "core system" by owning the end-to-end advisor life cycle, encompassing recruitment, onboarding, training, selling, engagement, and performance management.

The Role:

The Lead, Engineering Support drives the day-to-day execution of the operating model that lets Support and Engineering function as one team. This role owns the hands-on lifecycle of production issues — triage, investigation, root cause analysis, resolution — and is the person others look to when an incident gets genuinely hard.

Success here is about executing and reinforcing repeatable systems, not just resolving individual incidents. You'll work within the runbooks, escalation paths, SLAs, and RCA practices the team has established — and be a driving voice in sharpening them — so issues get resolved consistently, without depending on any one person's memory.

You'll combine technical depth with clear customer communication, working closely with Engineering while building confidence with enterprise customers directly. As Vymo expands its AI-native platform, Support will increasingly lean on intelligent agents to triage issues, correlate signals, and recommend root causes. This role is expected to work inside that operating model — structuring your own RCAs and runbooks so they're clean and repeatable enough to eventually support that shift.

What You Will Do

1. Production Operations
   • Drive Production Triage and Resolution: Own the lifecycle of complex production issues spanning the support‑engineering boundary, from initial triage through final resolution.
   • Contribute to Root Cause Frameworks: Lead blameless root cause analyses on the incidents you own, and contribute improvements to the team's severity and triage frameworks.
   • Apply SLAs and Watch for Patterns: Work within defined SLAs, and flag recurring failure patterns in issue telemetry before they elevate further.
2. Reinforce Operational Excellence – Process, Runbooks, and Metrics
   • Maintain and Sharpen Runbooks: Keep runbooks and escalation paths current based on what you learn in the field, so resolution doesn't depend on any one person — including you.
   • Run Blameless RCAs: Ensure every major incident you handle gets a clear, tracked root cause fix.
   • Track and Surface Metrics: Monitor MTTR, ticket volume, and recurrence rate on your issues, and surface patterns worth a process fix.
3. Mentor and Set the Technical Bar
   • Mentor Hybrid Technical Talent: Support and coach teammates who combine architectural depth with client‑facing communication, modeling what strong triage looks like.
   • Hold the Technical Bar: Demonstrate and reinforce the excellence benchmark for production triage the team is expected to hit.
   • Reframe Escalations as Insights: Treat escalated issues as learning data for Engineering, and help build that habit in others.
4. Work Inside an AI‑Native Support Future
   • Build AI‑Ready Artifacts: Write runbooks, triage logic, and RCA templates as explicit, structured workflows that an agentic system could eventually parse and execute.
   • Flag Human‑vs‑Automation Boundaries: Notice where a task is manual only due to missing tooling versus where it genuinely needs human judgment, and say so.
   • Stay Current on AI Tooling: Track emerging AI‑native support capabilities and bring informed opinions on where they'd help your area of ownership.

What You Will Bring Experience and Fluency

• Hands‑on Engineering Foundation: 7-10 years of total experience, including direct production code delivery, meaningful exposure to the engineering/support interface, and comfort reading codebases, diagnostic logs, and architecture diagrams to independently drive technical RCAs.
• Operational Process Fluency: Experience working within — and improving — runbooks, SLA metrics, and on‑call escalation frameworks in a B2B Enterprise SaaS environment, where downtime carries real commercial stakes for clients.
• Informal Leadership: Experience mentoring or informally guiding junior engineers, even without formal people‑management responsibility.

Mindset & Core Traits

• High‑Agency Problem Ownership: Claims ownership of ambiguous production incidents without waiting to be assigned; builds repeatable workflows rather than leaning on ad‑hoc fixes.
• Calm Under Production Pressure: A steadying presence during live, high‑priority incidents, communicating clearly across technical and client‑facing boundaries.
• Systemic Thinker: Looks to close single points of failure rather than becoming one — even when being the go‑to person would be easier in the short term.
• Forward‑Looking AI Orientation: Genuinely curious about AI‑native workflows, and structures your own work so it's ready for that shift.
• Continuous Improvement Mindset: Treats every escalation as a chance to improve the system, not just close the ticket.