Product Support Engineer

Product Support Engineer

Location: Hyderabad, India

Employment Type: Full-Time; Salaried

Compensation: Base Salary, Bonus, Benefits

Job Description 

About Us:

At Innovapptive, we are bringing the industrial front-line worker, back-office and assets together.  Our platform is the only patented and “Code-Free” connected worker platform for SAP and IBM Maximo and is disrupting and digitizing archaic, tedious, & labor intensive paper-based processes for maintenance, operations, & supply chain. The industrial front-line workers are empowered with a suite of highly reconfigurable mobile apps, while the back-office has real-time visibility into the front-line workforce with better planning, scheduling, adoption monitoring and actionable insights. Some of the world’s largest brands such as Newmont Mining, Dominion Nuclear, Hess, Shell, UNICEF, ConocoPhillips, Reckitt Benckiser are digitally transforming their back-office and front-line industrial worker experiences. We are saving companies millions of dollars by improving their asset uptime, productivity, safety, and talent challenges, while delivering jobs better, faster, cheaper and safer. 

We are backed by 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 the world's "Unicorn"​ brands such as Spotify, Netflix, Facebook, LinkedIn, Amazon, Peloton, Harry's, Ola, Flipkart, Freshworks and many more!

Recently we have announced our Series B funding led by Vista Equity Partners, a leading global technology investor, with participation from Tiger Global Management, our existing Series A investor. Vista invests in mission-critical software businesses that have a clear purpose and a demonstrated track record of success, such as Innovapptive.

Our mission is made possible by Innovapptive’s most important asset: our people. We come together through collaboration and ambition in a team-driven culture. Through the success of our product, we have seen monumental growth in our workforce, and we constantly look for exceptional talent to join us. At Innovapptive, you are challenged with dynamic tasks that drive your professional development and career growth. Join us on our journey to deliver an innovative connected worker experience and to empower 350 Million Industrial Front-Line Workers around the world with the ability to truly harness the power of connected worker experience by improving the working life of a front-line worker and the back-office employee. 

The Role

As a Product Support Engineer, you will be responsible for providing technical support and assistance for our products. You will work closely with customers to resolve their issues, ensuring a high level of customer satisfaction. This role requires a deep understanding of our products, strong problem-solving skills, and the ability to communicate technical concepts clearly.

How You Will Make an Impact:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  

• Tackle Technical Challenges: Diagnose and resolve issues related to our connected worker platforms, ensuring a smooth user experience.
• Efficient Problem Resolution: Work closely with Engineering teams to detect and rectify product bugs, ensuring comprehensive testing of functionalities to prevent any adverse impact on End users.
• Document and Share Knowledge: Maintain support resources to empower both customers and internal teams.
• Guide Users Clearly: Provide clear troubleshooting steps and regular updates, fostering trust and positive relationships.
• Contribute to Team Success: Participate in regular team meetings, share insights, and help shape product improvements.

What You Bring to the Team:

• Holds a Bachelor's degree in Computer Science, Information Technology, or a related field.
• Has a basic understanding of ERP systems preferably SAP- PM (Plant Maintenance) and MM (Materials Management) modules.
• Looking for candidates with 2-4 years of hands-on experience in enterprise software product support.
• Familiarity with SaaS applications and cloud platforms like AWS or Azure.
• Experience with mobile and web applications.
• Communicates effectively, both verbally and in writing.
• Excels at debugging and troubleshooting complex issues.
• Thrives in a team environment while also demonstrating independent problem-solving skills.
• Stays organised, pays close attention to detail, and efficiently manages multiple tasks.
• Is comfortable working with support ticketing systems and customer support tools.
• Adaptable to working in 24x7 shifts and an international holiday calendar, ensuring seamless support coverage across varying schedules

What We Offer:

• A positive, open, and highly-innovative environment and team
• Entrepreneurial spirit with unlimited opportunity to grow
• Opportunity to work with leading global brands on exciting and impactful projects
• Competitive Base Pay
• Best of plan on Vacation & Paid Time Off.
• Provision of Medical Insurance for family - self, dependent, spouse, dependent children, parents/parent-in-laws
• Paid Maternity and Paternity leave
• Bi-annual reviews to ensure transparency and promoting high performance culture
• OKR Driven Performance Development Environment
• Learning & Development - access to wide range of e-Learning courses (technical, Product, Process, etc.,)
• A host of Interest Groups/Clubs for Book Reading, Toastmasters, Sports - Cricket, Volleyball, Throw-ball, Badminton, TT, Music

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.​​​​​​