Manager I, Customer Support Engineering

India·Hyderabadmid

Customer SupportSupport Engineer

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Quick Summary

Key Responsibilities

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,

Technical Tools

Customer SupportSupport Engineer

What We Offer

~2 min read

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.

✓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.

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, 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.