L1 Support Engineer

INNOVAPPTIVE GLOBAL SOLUTIONS PRIVATE LIMITED; Hyderabad; On-site; INR 500,000 - 800,000; Full time

Benefits offered by this job

Competitive salary

Equity options

Access to cutting-edge AI tools

Job summary

INNOVAPPTIVE GLOBAL SOLUTIONS PRIVATE LIMITED in Hyderabad is looking for an L1 Support Engineer to provide first-line support for 54 enterprise customers. Your responsibilities include monitoring service requests, achieving a first-contact resolution rate of 40%, and providing 24x7 shift coverage.

The ideal candidate should have 1–3 years of technical support experience, clear communication skills, and an understanding of ticketing systems. The position comes with competitive compensation and opportunities for growth within the company.

Qualifications

• 1–3 years of experience in technical support or helpdesk.
• Ability to troubleshoot effectively.
• Experience with ticketing systems is essential.

Responsibilities

• Monitor and triage L1 service requests.
• Achieve first-contact resolution of 40%.
• Provide shift coverage for 24x7 support.

Skills

Technical support experience

Basic troubleshooting

Clear communication

Knowledge of ticketing systems

Tools

Jira Service Desk

AWS

Node.js

MongoDB

Job description

L1 Support Engineer

Location: Hyderabad, India

Employment Type: Full-Time; Salaried

Compensation: Base Salary, Bonus, Stock Options, Medical

About Innovapptive

Innovapptive is an enterprise SaaS company building an AI‑powered Connected Worker Platform for industrial organizations. Our platform connects frontline workers, back‑office systems, and assets in real‑time to drive safety, reliability, and operational productivity.

Leading global enterprises including Shell, Hess, Westlake Chemical, Kimberly‑Clark, Scott Miracle‑Gro, and Newmont Mining rely on Innovapptive to transform how work gets done across plants and field operations.

Our customers have achieved $50M+ EBITDA savings at a single enterprise, 10× improvement in frontline productivity, and 15–20% reductions in maintenance costs.

Innovapptive is recognized as a Leader in Frost & Sullivan’s “Frost Radar 2025 – Augmented Connected Worker Platforms”, with acknowledgments from Gartner and LNS Research, and is backed by Vista Equity Partners and Tiger Global Management.

With headquarters in Houston and an engineering center in Hyderabad, we have 300+ employees across the U.S., India, and ANZ and are on a strong trajectory toward $100M ARR.

Why This Role Exists

Building an L1 team to provide 24x7 first‑line 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

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 workforce. 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 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.