Talent.com
This job offer is not available in your country.
Amura Health - Technical Support Engineer - Ticketing System

Amura Health - Technical Support Engineer - Ticketing System

Amura HealthChennai
6 days ago
Job description

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 :

  • 57 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?

  • 6+ 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!.

    (ref : hirist.tech)

    Create a job alert for this search

    Technical Support Engineer • Chennai