Support Manager

Innovapptive Inc; Hyderabad; On-site; INR 1,500,000 - 2,500,000; Full time

Benefits offered by this job

Competitive compensation

Equity tied to performance

Continuous learning opportunities

Job summary

Innovapptive Inc in Hyderabad is seeking an experienced L1 Support Lead to build and manage the L1 function in a 24x5 support model. Responsibilities include leading support efforts for 54 enterprise customers, ensuring efficient ticket resolution, and maintaining quality standards.

The ideal candidate will have over 4 years of technical support experience with a strong background in enterprise SaaS environments. The position offers a competitive compensation package including salary, bonus, and stock options.

Qualifications

• 4+ years technical support with 1+ year lead experience.
• Experience with enterprise SaaS support.
• Ability to troubleshoot logs and provide root-cause isolation.
• Experience in process design including triage and SLA.

Responsibilities

• Build and lead the L1 function from scratch.
• Manage the 24x7 support model and shift rotations.
• Ensure first-contact resolution and ticket quality.
• Communicate effectively with customers and track metrics.

Skills

Technical support experience

Customer communication

Process design

Team building

Troubleshooting

Tools

Jira Service Desk

Sentry

Mixpanel

CloudWatch

Grafana

Job description

L1 Support Lead

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 that connects frontline workers, back‑office systems, and assets in real‑time to drive safety, reliability, and operational productivity.

Why This Role Exists

Support 54 enterprise customers in a 24x5 environment, with an opportunity to build and lead the L1 function from scratch and scale 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 elevate with context.
• Ticket quality: repro steps, environment, 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 experience.
• 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.

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.