Manager I, Customer Support Engineering

Our platform is trusted by some of the worlds largest enterprises including Shell Hess Cenovus Energy 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.
• 1520% maintenance cost reductions and significant uptime gains across plants and sites.

Innovapptive is recognized by leading industry analysts for its differentiated value creation model:

• 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 35 greater value than point solutions through unified OTIT execution AI/vision innovation and field-proven ROI.

Our growth is backed by Tiger Global Management and Vista Equity Partners one of the worlds premier software investors known for scaling high-performance SaaS companies. Together we are building the next-generation AI Powered Connected Worker Platform combining cutting-edge technologies SLMs Generative AI Computer Vision and Intelligent Orchestration into a unified system that transforms plant operations globally.

Today with over 300 employees across the U.S. India and ANZ Innovapptive stands at a pivotal inflection point: with an ambition to scale to $100M ARR within the next 3-4 years by industrializing every aspect of our product engineering and customer delivery systems.

• 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: 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.