Amura Health - Technical Support Engineer - Ticketing System

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. Must-Have What Were Looking For : 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)