Support Manager

Support Manager

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

Support 54 enterprise customers in a 24x5 environment, with an opportunity to build and lead the L1 function from scratch, scaling to 24x7 support model.

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.