Manager I, Customer Support Engineering

Manager I, Customer Support Engineer
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.