Lead — Developer Support

5 days ago

Bengaluru, India Setu Full time

Importance of the role 

This is a mission-critical role. We are a small, diverse, agile, and high-performance engineering team. 

We are looking for a hands-on team leader who will:

  1. Be the technical product expert dedicated to providing exceptional assistance to our customers. 

  2. Empower the team and shape the support function.

  3. Take ownership and get the job done. We need role shapers, not role takers.



RequirementsWhat You'll Do at Setu?

As a Lead Support Engineer at Setu, you will be at the forefront of assisting our diverse range of customers, from small software developers to IT teams at some of the largest banks and BFSI customers in the country. Your role will involve collaborating with other engineers to debug, troubleshoot, and create innovative solutions, as well as documenting these solutions and working with product groups to enhance Setu's offerings.

Customer Relationship Management

  • Represent Setu and manage relationships with customers via phone and email.

  • Address technically complex and functionally critical situations with high business impact, often involving politically sensitive issues.

  • Demonstrate empathy for other developers and a strong desire to help them solve their problems.

Customer Support

  • Provide post-implementation support for customers using Setu’s products.

  • Debug customer and internal project code, and continuously refine and document various processes.

  • Categorize tickets properly so that insights can be generated from it.

Technical Proficiency

  • Have advanced knowledge of REST APIs, UI debugging, AWS cloud tools, networking fundamentals, and operational monitoring tools such as Grafana or Prometheus.

  • Understand security, performance, and deployment in a cloud environment.

Collaboration

  • Collaborate with the Business and Sales teams to ensure customer issues are handled promptly and empathetically.

  • Work with the Engineering team to resolve critical issues efficiently.

  • Liaise with the Product team to track and prioritize feature requests from customers.

  • Build relationships and collaborate with upstream partners to ensure timely resolution of customer issues.

Ownership

  • Lead and manage a cross-functional support team, ensuring a consistent and high-quality customer experience.

  • Measure and achieve success metrics such as SLAs, response and resolution times, and customer satisfaction (CSAT).

  • Resolve escalated, technically complex, mission-critical customer issues, maintaining ownership until complete resolution.

  • Operate the service desk and resolve customer support tickets within SLAs, coordinating with users and partners as needed.

  • Take ownership of building a supportive and high-performing team.

Documentation

  • Create advanced technical content, including articles, samples, training material, and Knowledge Base articles

  • Conducting fortnightly reviews of closed support tickets to provide product and engineering feedback, exploring automation possibilities, generating actionable reports, and conducting learning sessions with the teams for the implementation of insights.



Benefits

Who is the Right Fit for This Role?

  • Ability to convey complex technical information clearly and empathetically to both technical and non-technical stakeholders.

  • Persistence in troubleshooting and resolving customer issues, even in challenging and high-pressure situations.

  • Patience and teamwork skills to work effectively with diverse teams, including Engineering, Product, Sales, and Business functions.

  • Self-driven approach to identifying and addressing customer needs, ensuring their satisfaction and long-term success.

  • Ability to adapt plans based on feedback and changing conditions, with resilience to handle unexpected challenges.

  • Strong knowledge and experience of REST APIs, AWS cloud tools, and operational monitoring tools like Grafana or Prometheus.

  • Strong multitasking abilities and proficiency in using support and CRM tools, ensuring efficient management of customer interactions and internal processes.

  • Dedication to refining support processes, creating comprehensive documentation, and enhancing the overall customer support experience.

Why Setu?

We will spare no efforts to ensure that Setu empowers you to do the most important and impactful work of your career—

  • Opportunity to work closely with the founding team who built and scaled public infrastructure such as UPI, GST, Aadhaar, etc. 

  • We care deeply about your growth. So we work hard to provide you with— 

    • A fully stocked library and unlimited book budget.

    • Tickets to conferences and industry events.

    • Learning sessions where we invite both team members and external experts to teach you something new.

    • Learning and development allowance that gives access to subscriptions, courses, certifications, music classes, and much more. Grow, learn, and improve with Setu 

  • Kick-ass benefits including comprehensive health insurance for you and your family, personal accident and term life insurance, access to mental health counsellors, extraordinary coffee, and a beautiful office with lots of solid wood and natural light.

  • We work hard to make sure our team is diverse and varied. We interview and hire purely on merit, skill, and competence—everything else is irrelevant.

Our core DNA

Our culture code—How We Move, defines the behaviors we expect from our people. When you display any of the six culture code elements, you demonstrate ‘Every Day is Game Day’. The six elements of our culture code—

  • Take the shot: You decide fast and deliver right.  

  • Sign your work like an artist:  You master what you do and take pride in it. 

  • Be the sherpa: You lead your crew on every expedition. 

  • Be the CEO of what you do: You own it and make things happen.

  • Care with tough love: You empower others with trust, respect, and openness.

  • Own tomorrow: You innovate for the customer and beyond.


Join us if you want to be part of a company that’s building infrastructure that will directly impact financial inclusion and improve millions of lives. No cashbacks, no growth-hacks, no gimmicks. Just an audacious mission, and an obsession with craftsmanship in code.



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