Technical Support Engineer

9 hours ago

Chennai, Tamil Nadu, India Amura Health Full time ₹ 12,00,000 - ₹ 36,00,000 per year

Role Overview :

We are seeking a Tech Lead (57 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 :

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.

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.

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).

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).

Documentation & Knowledge Management :

- Maintain technical documentation for support tooling & integrations.

- Contribute to knowledge bases (internal external).

- Foster a documentation-first culture.

What Were Looking For :

Must-Have :

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).

Who is Amura?

- A health startup with presence in multiple countries.

How old are you?

years.

Whats special about you?

- Clients love our protocol (82 NPS, all growth organic).

- Our team blends operations, medicine, and marketing brilliance.

Whats special about working here?

- Grow crazy-fast: 5 years of growth in 1 year.

- But only if youre 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.

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