What are the responsibilities and job description for the L1 Support Engineer position at Innovapptive?
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