Technical Lead - Support Platform 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

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).