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

Building L1 team to provide 24x7 first-line of support for 54 active enterprise customers.

What You Own

L1 queue: monitor, triage, respond within SLA
First-contact resolution 40% using runbooks
Escalation with repro, env, logs, analysis
Shift coverage for 24x7
Knowledge base contributions
Proactive monitoring: Sentry, Mixpanel, CloudWatch
Customer communication

You Must Have

1–3 years technical support or helpdesk
Basic troubleshooting: logs, dev tools, reproduction
Ticketing systems
Clear communication
Rotating shifts (nights/weekends)
Quick learner

Nice to Have

Mobile app support
SAP or ERP familiarity
MongoDB, AWS, Node.js basics
Monitoring tools
Energy, manufacturing, utilities

You Will Be Measured On

First-response

Resolution 40%

Escalation quality 100%

Customer satisfaction positive

2 KB articles/week

Tech Stack & Tools

Ticketing: Jira Service Desk
Monitoring: Sentry, Mixpanel, CloudWatch
Products: mWorkOrder, mInventory, mRounds, iMaintenance
Backend context: Node.js, MongoDB, AWS

Compensation & Growth

Reports to L1 Support Lead. Staggered hiring. Path to Senior Support or L2

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

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L1 Support Engineer