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
Skills Required
- 1-3 years technical support or helpdesk experience
- Basic troubleshooting (logs, developer tools, reproduction)
- Experience with ticketing systems
- Clear written and verbal communication
- Willingness to work rotating shifts (nights/weekends)
- Quick learner
- Mobile app support
- SAP or ERP familiarity
- Basic MongoDB knowledge
- Basic AWS knowledge
- Basic Node.js familiarity
- Experience with monitoring tools (Sentry, Mixpanel, CloudWatch)
- Domain experience in energy, manufacturing, or utilities
What We Do
At Innovapptive, our mission is to help improve the working life of front line worker. We are the only Connected Worker Platform that combines ERP (SAP, IBM Maximo) operational data with digital, visual, & step by step guided work instructions on mobile and smart glasses to empower front-line workers to get jobs done faster, better, cheaper & safer. By engineering a platform that fuels innovation & collaboration, we are transforming the experience of the industrial worker to bridge the skills gap and further helping our customers increase revenues & margins. Together, with our employees, customers and partners across the globe, we are growing economies of some of the world's largest brands. We recently closed our Series A Fund Raise of $16.3M with Tiger Global Management, a Global Marquee Fund with over $30 Billion of Assets Under Management (AUM). Tiger Global Management has a reputation of investing and building some of world's "Unicorn" brands such as Spotify, Netflix, Facebook, LinkedIn, Amazon, Peloton, Harry's, Ola, Flipkart, Freshworks and many more! Come join an Incredible company that is on a mission to improve working life of front line workers by enriching the experience of every single field worker, back office and executives to help grow our customer's revenues and profitability!
