L1 Support Engineer

L1 Support Engineer
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

Building 24x7 L1 for 54 active customers. 3-person team (Lead 2 Engineers). First line of defense.

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

• 13 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 basics.
• Monitoring tools.
• Energy manufacturing utilities.

You Will Be Measured On

• First-response <30/<60 min.
• 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: 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