Developer Support Engineer Job in Bengaluru at Setu

Setu is hiring for the role of Developer Support Engineer!

Responsibilities of the Candidate:

• Learn the technical architecture of Setu’s products
• Monitor and manage customer requests, troubleshoot and resolve issues, and develop support documentation (internal/external)
• Understand products deeply and seek continuous improvements to enhance the support experience
• Maintain ownership of issues until fully resolved
• Report software bugs, supportability concerns, and customer suggestions to product teams
• Debug issues by viewing logs and ensuring successful implementation of system improvements
• Work under moderate guidance to achieve KPIs, including Customer Satisfaction (CSAT)
• Stay updated on internal alerts, training, and process changes relevant to the role
• Coordinate resources from other teams to resolve customer issues as needed
• Create and refine knowledge base content to ensure information is current
• Communicate effectively with customers through email, phone, and other electronic methods to ensure efficient use of Setu products
• Maintain excellent customer relationships through superb service and technical skills

Requirements:

• Hands-on experience with Python.
• Hands on experience with database queries/extracts using calculations, formulas, and complex commands (SQL).
• Familiarity with API development and testing.
• Excellent client-facing skills (empathy-based listening, written and verbal skills).
• Excellent analytical and technical troubleshooting skills.
• Familiarity with support CRMs (Freshwork, Zendesk, etc.), Postman, JIRA, AWS Cloudwatch, Grafana, GitHub, and Confluence will be an added advantage.