Amura Health - Technical Support Engineer - Ticketing System
Amura HealthChennai30+ days ago
Job descriptionOwn 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. 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. Implement automation workflows (bots, routing, notifications). Adopt AI / ML for ticket classification, triage, and predictive resolution. Build dashboards for KPIs (FRT, TTR, resolution quality). 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). Maintain technical documentation for support tooling & integrations. Contribute to knowledge bases (internal + external). Foster a documentation-first culture. 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. 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). A health startup with presence in multiple countries. 6+ years. Clients love our protocol (82+ NPS, all growth organic). Our team blends operations, medicine, and marketing brilliance. Grow crazy-fast : 5 years of growth in 1 year. But only if youre not ordinary this is high-impact work. People who value human life and want measurable global impact. Those who thrive at the edge of their best, seeking growth and challenges. Chennai (Perungudi).
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 :
Technical Leadership & Delivery :
Automation, Data & AI-Driven Support :
Cross-functional Collaboration :
Documentation & Knowledge Management :
What Were Looking For :
Must-Have :
Nice to Have :
Who is Amura?
How old are you?
Whats special about you?
Whats special about working here?
What kind of people do you want?
Where is your office?
Work Model
Work from Office because great stories are built in person!.
(ref : hirist.tech)
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Technical Support Engineer • Chennai
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