Manager I, Customer Support Engineering

Innovapptive Inc; Hyderabad; On-site; INR 2,500,000 - 3,500,000; Full time

Benefits offered by this job

Competitive compensation

Equity tied to impact

Job summary

Innovapptive Inc in Hyderabad, India, is seeking a Manager I, Customer Support Engineer to build and lead the L1 support function in a 24x5 environment. You will own triage, SLAs, escalation, and drive first-contact resolution for enterprise SaaS customers.

You will design processes for shift rotations, knowledge base, and customer communications, while mentoring L1 engineers and tracking metrics like CSAT and MTTR.

Qualifications

• 11+ years technical support experience
• 4+ years leadership/management
• Experience with enterprise SaaS
• Strong troubleshooting and root-cause analysis
• Excellent customer communication
• Experience building L1 teams

Responsibilities

• L1 function from scratch: triage, severity/priority, SLAs, escalation.
• 24x7 model: shift rotations, staggered hires.
• First-contact resolution: own queue, resolve or elevate with context.
• Ticket quality: repro steps, env, logs, triage on every escalation.
• Knowledge base: runbooks, FAQs, known issues.
• Customer communication.
• Metrics: resolution rate, MTTR, escalation rate, CSAT.
• Tooling: Jira Service Desk, Sentry/Mixpanel integration.

Skills

Team leadership

Enterprise SaaS support

Troubleshooting

Customer communication

Hiring & mentoring L1 engineers

Tools

Jira Service Desk

Sentry

Mixpanel

CloudWatch

Grafana

Job description

Manager I, Customer Support Engineer

Location: Hyderabad, India

Employment Type: Full-Time; Salaried

Compensation: Base Salary, Bonus, Medical

Job Description

About Us

Innovapptive is a category-defining SaaS company building the world's most advanced AI-powered Connected Worker Platform for the industrial sector. Headquartered in Houston, TX, and backed by Vista Equity Partners, Innovapptive is on a mission to reimagine how industrial work gets done - connecting frontline workers, back-office systems, and assets in real time to drive higher safety, reliability, and productivity.

Our platform is trusted by some of the world's largest enterprises - including Shell, Hess, Cenovus Energy, W.R.Grace, Westlake Chemicals, UNICEF, Kimberly Clark, Scott Miracle Gro, and Newmont Mining to name a few, and across chemicals, energy, mining, and manufacturing industries. These enterprises have achieved tangible, hard-dollar results, such as:

• Over $40 million in annual EBITDA savings at a single enterprise.
• 10× frontline productivity improvements through mobile-first and AI-enabled workflows.
• 15-20% maintenance cost reductions and significant uptime gains across plants and sites.

Innovapptive is recognized by leading industry analysts for its differentiated value creation model:

• Named a Leader in the Frost & Sullivan Industrial Connected Worker Radar.
• Featured by Gartner in "Connected Factory Worker" research and the Hype Cycle for Manufacturing Operations Strategy.
• Cited by LNS Research for delivering 3-5× greater value than point solutions through unified OT-IT execution, AI/vision innovation, and field-proven ROI.

Our growth is backed by Tiger Global Management and Vista Equity Partners, one of the world's premier software investors, known for scaling high-performance SaaS companies. Together, we are building the next-generation AI Powered Connected Worker Platform, combining cutting-edge technologies - SLM’s, Generative AI, Computer Vision, and Intelligent Orchestration - into a unified system that transforms plant operations globally.

Today, with over 300+ employees across the U.S., India, and ANZ, Innovapptive stands at a pivotal inflection point: with an ambition to scale to $100M ARR within the next 3-4 years by industrializing every aspect of our product, engineering, and customer delivery systems.

The Opportunity

Support enterprise customers in a 24x5 environment, with an opportunity to build and lead the L1 function from scratch, scaling to 24x7 support model. r.

What You Own

• L1 function from scratch: triage, severity/priority, SLAs, escalation.
• 24x7 model: shift rotations, staggered hires.
• First-contact resolution: own queue, resolve or elevate with context.
• Ticket quality: repro steps, env, logs, triage on every escalation.
• Knowledge base: runbooks, FAQs, known issues.
• Customer communication.
• Metrics: resolution rate, MTTR, escalation rate, CSAT.
• Tooling: Jira Service Desk, Sentry/Mixpanel integration.

What You Bring to the Team:

• 11+ years technical support with 4+ year lead.
• Enterprise SaaS support.
• Troubleshooting: logs, reproduction, root cause isolation.
• Process design: triage, SLA, escalation.
• Customer communication: clear, professional, empathetic.
• Team building: hire and mentor L1 engineers.

Nice to Have

• SAP-integrated applications or Basis ops.
• Mobile support (React Native, iOS, Android).
• Sentry, Mixpanel observability.
• Energy, manufacturing, utilities.
• 24x7 rotation setup.

Tech Stack & Tools

• Ticketing: Jira Service Desk
• Monitoring: Sentry, Mixpanel, CloudWatch, Grafana
• Products: mWorkOrder, mInventory, mRounds, iMaintenance
• Backend: Node.js, MongoDB, RabbitMQ, AWS
• Integration: SAP S/4HANA, Maximo

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.