Job Description

About Vymo:

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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.

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Why Global Leaders Choose Vymo:

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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.

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Recognition & Trust

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- Funding: Backed by $45M+ from leading investors, including Peak XV partners (formerly Sequoia), Emergence Capital, and Bertelsmann Investments.
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- Clients: Trusted by global financial leaders such as Berkshire Hathaway, AIA, AXA, SBI Life, HDFC Bank, Aditya Birla Capital, Tata AIA, and ABSLI.
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- Industry Recognition:
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○ Recognized by Celent in their 2024 Distribution Management Solutions report (Advanced Functionality ranking).

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○ Featured in Gartner's Market Guide for Sales Engagement Applications.

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○ Recognized as a "Strong Performer" in Forrester's Sales Engagement Wave Report.

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○ Recipient of the Microsoft 'AI for All' award for innovation in artificial intelligence.

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Explore Vymo at vymo.com

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Product Evolution:

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The evolution of Vymo's product can be divided into three strategic phases:

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- 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.
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- Sales Engagement Platform: Building advanced capabilities (nudges, goals, playbooks, performance dashboards) to improve business outcomes for financial institutions.
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- 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.
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The Role:

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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.

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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.

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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.

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What You Will Do

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1. Production Operations

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- Drive Production Triage and Resolution: Own the lifecycle of complex production issues spanning the support-engineering boundary, from initial triage through final resolution.
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- 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.
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- Apply SLAs and Watch for Patterns: Work within defined SLAs, and flag recurring failure patterns in issue telemetry before they escalate further.
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2. Reinforce Operational Excellence — Process, Runbooks, and Metrics

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- 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.
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- Run Blameless RCAs: Ensure every major incident you handle gets a clear, tracked root cause fix.
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- Track and Surface Metrics: Monitor MTTR, ticket volume, and recurrence rate on your issues, and surface patterns worth a process fix.
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3. Mentor and Set the Technical Bar

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- Mentor Hybrid Technical Talent: Support and coach teammates who combine architectural depth with client-facing communication, modeling what strong triage looks like.
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- Hold the Technical Bar: Demonstrate and reinforce the excellence benchmark for production triage the team is expected to hit.
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- Reframe Escalations as Insights: Treat escalated issues as learning data for Engineering, and help build that habit in others.
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4. Work Inside an AI-Native Support Future

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- Build AI-Ready Artifacts: Write runbooks, triage logic, and RCA templates as explicit, structured workflows that an agentic system could eventually parse and execute.
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- 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.
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- Stay Current on AI Tooling: Track emerging AI-native support capabilities and bring informed opinions on where they'd help your area of ownership.
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What You Will Bring Experience and Fluency

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- 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.
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- Operational Process Fluency: Experience working within — and improving — runbooks, SLA metrics, and on-call escalation frameworks in a B2B Enterprise SaaS workplace, where downtime carries real commercial stakes for clients.
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- Informal Leadership: Experience mentoring or informally guiding junior engineers, even without formal people-management responsibility.
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Mindset & Core Traits

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- 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.
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- Calm Under Production Pressure: A steadying presence during live, high-priority incidents, communicating clearly across technical and client-facing boundaries.
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- 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.
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- Forward-Looking AI Orientation: Genuinely curious about AI-native workflows, and structures your own work so it's ready for that shift.
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- Continuous Improvement Mindset: Treats every escalation as a chance to improve the system, not just close the ticket.
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📌 Lead Support Engineer (Bengaluru)
🏢 VYMO
📍 Bengaluru