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Urgent! Amura Health - Technical Support Engineer - Ticketing System Job Opening In Chennai – Now Hiring Amura Health

Amura Health Technical Support Engineer Ticketing System



Job description

<p><p><b>Role Overview :</b><br/><br/> We are seeking a Tech Lead (57 yrs experience) to design, build, and scale the technology foundation for our Support Excellence function.<br/><br/> You will :<br/><br/> - Lead a small, high-impact engineering team.<br/><br/> - Own the support tooling roadmap.<br/><br/> - Implement solutions for ticket triage, data quality issues, automation, and integrations with our healthcare SaaS platform.<br/><br/>- 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.<br/><br/><b>Key Responsibilities :</b><br/><br/><b>Build & Enhance Support Platform :</b><br/><br/> - Own engineering roadmap for support tooling (ticketing, triage, automation).<br/><br/> - Design scalable frameworks for fast triage, data-driven escalation, and high-quality resolution.<br/><br/> - Integrate support tooling with backend, CMS, and analytics systems.<br/><br/><b>Technical Leadership & Delivery :</b><br/><br/> - Lead a small team of SEs/SSEs with guidance on design, architecture, and coding standards.<br/><br/> - Stay hands-on with coding & reviews.<br/><br/> - Work closely with PMs and BAs to translate requirements into execution.<br/><br/><b>Automation, Data & AI-Driven Support :</b><br/><br/> - Implement automation workflows (bots, routing, notifications).<br/><br/> - Adopt AI/ML for ticket classification, triage, and predictive resolution.<br/><br/> - Build dashboards for KPIs (FRT, TTR, resolution quality).<br/><br/><b>Cross-functional Collaboration :</b><br/><br/> - Partner with Product, QA, Customer Success, and Ops to align on support needs.<br/><br/> - Be the engineering voice in escalation, release readiness, and support enablement.<br/><br/> - Collaborate with content/ops teams to enable self-service (FAQs, in-app help).<br/><br/><b>Documentation & Knowledge Management :</b><br/><br/> - Maintain technical documentation for support tooling & integrations.<br/><br/> - Contribute to knowledge bases (internal + external).<br/><br/> - Foster a documentation-first culture.<br/><br/><b>What Were Looking For :</b><br/><br/><b>Must-Have :</b><br/><br/> - 57 yrs software engineering experience, with 2+ yrs in a senior/lead role.<br/><br/> - Proven experience building platforms, support tools, or automation systems.<br/><br/> - Strong skills in Python/Node/Java, SQL, AWS/GCP, and integrations with ticketing systems (Zendesk, Freshdesk, ServiceNow, Jira Service Management).<br/><br/> - Experience leading small teams, delivering from design ?

build ?

release.<br/><br/> - Strong problem-solving skills, bias for execution.<br/><br/><b>Nice to Have :</b><br/><br/> - Experience with SaaS or healthcare platforms.<br/><br/> - Familiarity with AI/ML-driven support (classification, NLP bots).<br/><br/> - Hands-on with support metrics (CSAT, SLA, TTR).<br/><br/> - Knowledge of documentation frameworks (Confluence, Notion, Git-based wikis).<br/><br/><b>Who is Amura?</b><br/><br/> - A health startup with presence in multiple countries.<br/><br/><b>How old are you?</b><br/><br/> - 6+ years.<br/><br/><b>Whats special about you?</b><br/><br/> - Clients love our protocol (82+ NPS, all growth organic).<br/><br/> - Our team blends operations, medicine, and marketing brilliance.<br/><br/><b>Whats special about working here?</b><br/><br/> - Grow crazy-fast: 5 years of growth in 1 year.<br/><br/> - But only if youre not ordinary this is high-impact work.<br/><br/><b>What kind of people do you want?</b><br/><br/> - People who value human life and want measurable global impact.<br/><br/> - Those who thrive at the edge of their best, seeking growth and challenges.<br/><br/><b>Where is your office?</b><br/><br/> - Chennai (Perungudi).<br/><br/><b>Work Model</b><br/><br/> Work from Office because great stories are built in person!.<br/></p><br/></p> (ref:hirist.tech)


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