Urgent: Technical Lead

Amura’s Vision We believe that the most under-appreciated route to releasing untapped human potential is to build a healthier body, and through which a better brain. Billions of healthier brains, sitting in healthier bodies, can solve problems that defy solutions today — including existential threats. This will make the world richer beyond imagination and lead us into a new renaissance, with deeper intellect, less acrimony, and a kinder outlook on life. We find this vision exhilarating — and we’re building this future as quickly as possible. Role Overview We are seeking a Tech Lead (5–7 yrs experience) to design, build, and scale the technology foundation for our Support Excellence function. You will: - Lead a small, high-impact engineering team. - Own the support tooling roadmap. - Implement solutions for ticket triage, data quality issues, automation, and integrations with our healthcare SaaS platform. This is a hands-on technical leadership role for someone who thrives on solving operational challenges, building frameworks from scratch, and enabling support teams to scale effectively. Key Responsibilities 1. Build & Enhance Support Platform - Own engineering roadmap for support tooling (ticketing, triage, automation). - Design scalable frameworks for fast triage, data-driven escalation, and high-quality resolution. - Integrate support tooling with backend, CMS, and analytics systems. 2. Technical Leadership & Delivery - Lead a small team of SEs/SSEs with guidance on design, architecture, and coding standards. - Stay hands-on with coding & reviews. - Work closely with PMs and BAs to translate requirements into execution. 3. Automation, Data & AI-Driven Support - Implement automation workflows (bots, routing, notifications). - Adopt AI/ML for ticket classification, triage, and predictive resolution. - Build dashboards for KPIs (FRT, TTR, resolution quality). 4. Cross-functional Collaboration - Partner with Product, QA, Customer Success, and Ops to align on support needs. - Be the engineering voice in escalation, release readiness, and support enablement. - Collaborate with content/ops teams to enable self-service (FAQs, in-app help). 5. Documentation & Knowledge Management - Maintain technical documentation for support tooling & integrations. - Contribute to knowledge bases (internal + external). - Foster a documentation-first culture. What We’re Looking For Must-Have - 5–7 yrs software engineering experience, with 2+ yrs in a senior/lead role. - Proven experience building platforms, support tools, or automation systems. - Strong skills in Python/Node/Java, SQL, AWS/GCP, and integrations with ticketing systems (Zendesk, Freshdesk, ServiceNow, Jira Service Management). - Experience leading small teams, delivering from design → build → release. - Strong problem-solving skills, bias for execution. Nice to Have - Experience with SaaS or healthcare platforms. - Familiarity with AI/ML-driven support (classification, NLP bots). - Hands-on with support metrics (CSAT, SLA, TTR). - Knowledge of documentation frameworks (Confluence, Notion, Git-based wikis). FAQs Who is Amura? A health startup with presence in multiple countries. How old are you? 6+ years. What’s special about you? - Clients love our protocol (82+ NPS, all growth organic). - Our team blends operations, medicine, and marketing brilliance. What’s special about working here? - 🚀 Grow crazy-fast: 5 years of growth in 1 year. - ⚡ But only if you’re not ordinary — this is high-impact work. What kind of people do you want? - People who value human life and want measurable global impact. - Those who thrive at the edge of their best, seeking growth and challenges. Where is your office? 📍 Chennai (Perungudi) Work Model Work from Office – because great stories are built in person Online Presence 🌐 amura.ai | @AmuraHealth on all socials 🎁 Perks - Great salary + faster career growth. - Health insurance (you + dependents). - Free access to Amura programs for you & your family (only consumables extra).