Manager I, Customer Support
Location : Hyderabad, India
Employment Type: Full-Time; Salaried
Compensation: Base Salary, Bonus, Medical
Job Description
About Us
Innovapptive is a category-defining SaaS company building the world’s most advanced AI-powered Connected Worker Platform for the industrial sector. Headquartered in Houston, TX, and backed by Vista Equity Partners , Innovapptive is on a mission to reimagine how industrial work gets done — connecting frontline workers, back-office systems, and assets in real time to drive higher safety, reliability, and productivity.
Our platform is trusted by some of the world’s largest enterprises — including Shell, Hess, Cenovus Energy, W.R.Grace, 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.
15–20% 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 3–5× greater value than point solutions through unified OT–IT execution, AI/vision innovation, and field-proven ROI.
Our growth is backed by Tiger Global Management and Vista Equity Partners , one of the world’s 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 — SLM’s, 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.
The Opportunity
Support enterprise customers in a 24x5 environment, with an opportunity to build and lead the L1 function from scratch, scaling to 24x7 support model. r.
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, 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: Node.js, 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…