L1 Support Engineer

Innovapptive Inc; Hyderabad; On-site; INR 500,000 - 800,000; Full time

Benefits offered by this job

Competitive compensation

Equity tied to performance

Access to AI and observability tools

Job summary

Innovapptive Inc. is seeking an L1 Support Engineer to join their team in Hyderabad, India. The role involves providing 24x7 first-line support to enterprise customers and ensuring timely resolution of support tickets.

Candidates should have 1-3 years of technical support experience and a knack for effective communication. The position offers competitive compensation, opportunities for career growth, and participation in an innovative workplace focused on AI and SaaS technologies.

Qualifications

• 1-3 years of technical support or helpdesk experience.
• Ability to monitor and triage L1 queue effectively.
• Experience with escalation processes and customer communication.

Responsibilities

• Monitor, triage, and respond within SLA to support tickets.
• Achieve first-contact resolution of ≥40% using provided runbooks.
• Provide shift coverage for 24x7 support.

Skills

Technical support experience

Basic troubleshooting

Clear communication

Knowledge of ticketing systems

Quick learner

Tools

Jira Service Desk

Node.js

MongoDB

AWS

Monitoring tools

Job description

L1 Support Engineer - Hyderabad, India | Full-Time; Salaried | Base Salary, Bonus, Stock Options, Medical

Why This Role Exists

Building L1 team to provide 24x7 first-line of support for 54 active enterprise customers.

What You Own

• L1 queue: monitor, triage, respond within SLA.
• First-contact resolution ≥40% using runbooks.
• Escalation with repro, env, logs, analysis.
• Shift coverage for 24x7.
• Knowledge base contributions.
• Proactive monitoring: Sentry, Mixpanel, CloudWatch.
• Customer communication.

You Must Have

• 1–3 years technical support or helpdesk.
• Basic troubleshooting: logs, dev tools, reproduction.
• Ticketing systems.
• Clear communication.
• Rotating shifts (nights/weekends).
• Quick learner.

Nice to Have

• Mobile app support.
• SAP or ERP familiarity.
• MongoDB, AWS, Node.js basics.
• Monitoring tools.
• Energy, manufacturing, utilities.

You Will Be Measured On

• First-response <30/<60 min.
• Resolution ≥40%.
• Escalation quality 100%.
• Customer satisfaction positive.
• ≥2 KB articles/week.

Tech Stack & Tools

• Ticketing: Jira Service Desk
• Monitoring: Sentry, Mixpanel, CloudWatch
• Products: mWorkOrder, mInventory, mRounds, iMaintenance
• Backend context: Node.js, MongoDB, AWS

Compensation & Growth

• Competitive compensation and equity tied to measurable impact on AI accuracy and performance.
• A platform to shape the semantic intelligence layer of a category-defining industrial SaaS company.
• Access to cutting-edge AI, data, and observability toolchains for continuous learning and innovation.

Reports to L1 Support Lead. Staggered hiring. Path to Senior Support or L2.

What We Offer

• Competitive compensation and equity tied to measurable impact on AI accuracy and performance.
• A platform to shape the semantic intelligence layer of a category-defining industrial SaaS company.
• Access to cutting-edge AI, data, and observability toolchains for continuous learning and innovation.

Innovapptive does not accept and will not review unsolicited resumes from search firms.

Innovapptive is an equal opportunity employer and is committed to a diverse and inclusive workplace. Qualified applicants will receive consideration for employment without regard to race, color, religion or creed, alienage or citizenship status, political affiliation, marital or partnership status, age, national origin, ancestry, physical or mental disability, medical condition, veteran status, gender, gender identity, pregnancy, childbirth (or related medical conditions), sex, sexual orientation, sexual and other reproductive health decisions, genetic disorder, genetic predisposition, carrier status, military status, familial status, or domestic violence victim status and any other basis protected under federal, state, or local laws.