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 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

54 active enterprise customers. Support operates 24x5, no dedicated L1. Engineers handle first-contact.

You build L1 from scratch. First hire, leading 2 engineers for 24x7 coverage.

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.

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