Tech Lead – Support Engineering

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

| @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).