Support Manager

INNOVAPPTIVE GLOBAL SOLUTIONS PRIVATE LIMITED; Hyderabad; On-site; INR 800,000 - 1,200,000; Full time

Benefits offered by this job

Competitive compensation

Stock options

Medical benefits

Job summary

INNOVAPPTIVE GLOBAL SOLUTIONS PRIVATE LIMITED in Hyderabad is looking for an L1 Support Lead to build a support function and provide enterprise-level assistance in a 24x7 environment.

Responsibilities include managing ticket resolutions, improving customer communication, and leveraging tools like Jira Service Desk. Candidates must have strong technical support experience and an ability to mentor other engineers.

The position offers competitive compensation, including base salary, bonuses, and equity opportunities.

Qualifications

• 4+ years technical support experience with at least 1 year in a lead/senior role.
• Experience in enterprise SaaS support.
• Strong troubleshooting skills, able to isolate root causes.

Responsibilities

• Build and lead the L1 function from scratch.
• Manage a 24x7 support model with shift rotations.
• Communicate effectively with customers and maintain ticket quality.

Skills

Technical support experience

Customer communication

Troubleshooting

Process design

Team building

Tools

Jira Service Desk

Sentry

Mixpanel

Node.js

MongoDB

Job description

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

Support 54 enterprise customers in a 24x5 environment, with an opportunity to build and lead the L1 function from scratch, scaling to a 24x7 support model.

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/escalate with context.
• Ticket quality: repro steps, env, logs, triage on every escalation.
• Knowledge base: runbooks, FAQs, known issues.
• Customer communication.
• Metrics: resolution rate, MTFR, escalation rate, CSAT.
• Tooling: Jira Service Desk, Sentry/Mixpanel integration.

You Must Have

• 4+ years technical support with 1+ year lead/senior.
• Enterprise SaaS support.
• Troubleshooting: logs, reproduction, root cause isolation.
• Process design: triage, SLA, escalation.
• Customer communication: clear, professional, empathetic.
• Team building: hire and mentor 2 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.

You Will Be Measured On

• 24x7 within 90 days.
• First-response <30 min (BH), <60 min (off).
• L1 resolution ≥40%.
• Escalation quality 100%.
• ≥50 runbook articles in 90 days.

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

Compensation & Growth

Reports to Director of Engineering (transitioning to VP SRE). Path to L1 Support Manager.

L1 Support Lead
Location: Hyderabad, India
Employment Type: Full-Time; Salaried
Compensation: Base Salary, Bonus, Stock Options, Medical

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.

Equal Opportunity

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.