About the role

The L1 Support Engineer will monitor and triage the support queue to ensure timely resolution of customer issues within SLA. They are also responsible for contributing to the knowledge base and providing 24x7 shift coverage.

What they look for

Technical support Helpdesk Troubleshooting Ticketing systems Log analysis Customer communication Sentry Mixpanel CloudWatch Jira Service Desk Node.js MongoDB AWS SAP ERP

Requirements

Candidates must have 1-3 years of experience in technical support or helpdesk roles with proficiency in troubleshooting and ticketing systems. The role requires the ability to work rotating shifts, including nights and weekends.

Benefits

Medical Bonus Stock Options

Full description

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 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 <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: 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