L1 Support Lead

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 1520% reductions in maintenance costs.

Innovapptive is recognized as a Leader in Frost & Sullivans 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: 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