We are looking for…

Support - Engineering Manager

location-logo Noida
gear-logo Customer Engineering

What it’s like to work with the world’s fastest-growing Healthcare Technology Company

At Innovaccer, we go beyond the normal. We believe in doing things differently. So don’t expect - old-school cubicles, slow pace, and anything remotely dull.
What you can expect is plenty of support and guidance from your colleagues, freedom to take risks, and opportunities to learn from each other.
The healthcare industry is witnessing a transformational shift and we are committed to helping healthcare work as one. Taking on new challenges head-on and building something that can create a huge impact is a part of our culture.
We love organized chaos. So, if you are looking for a typical 9 to 5 job where you are told what to do, this may not be for you. When you work with Innovaccer, you are your own boss.

Your Role

We at Innovaccer are looking for a Support - Engineering Manager who has experience in building, mentoring and managing world-class enterprise Customer Success and Support teams, who has always thrived on the fast pace of customer success delivery environments and look forward to overcoming challenges posed by the post-sales scenarios.

A Day in the Life

  • You are supposed to monitor real-time SLAs and schedule adherence and holding the team accountable for meeting and exceeding performance targets.
  • You will be solving complex customer issues and drive operational excellence in everything we do. This includes creating processes and procedures, then automating them to improve efficiency in our day-to-day tasks and projects

What You Need

  • 8+ years of experience Support Management and should have managed a team of 10 - 15customer (L1) and product (L2) support engineers and in a 24x7 support environment. Ability to set the vision and culture of the team by handling individual and team performance expectations and goals.
  • Excellent communication skills with a strong desire and empathy to help customers, be the customer's advocate and collaboration with Product, Data and Infra teams to improve customer experience.
  • Passionate about technology, open source and preferably some hands-on experience with UNIX/Linux, databases - NoSQL, RDBMS, understand cloud technologies and solid troubleshooting skills with a passion for problem-solving and investigation
  • Strong understanding of big data world and it complexity, solved through analytical products.
  • Knowledge of support processes and tools with in-depth knowledge of ITIL framework /Service Management - incident management, problem management, change management, availability management, service transition etc.
  • Preferred previous experience in an enterprise technical support environment as part of a technology-oriented product company.
  • Demonstrated team management experience, people management and coaching skills with customer focus and service orientation
  • Mentor the team technically and develop the talent to get involved in complex issues – configuration fixes, perform RCA on issues/problems

Required Skills

  • Python
  • RDBMS and NoSQL databases
  • UNIX/Linux
  • Web-based Application support / Production Support
  • Hands-on experience with cloud tech
  •  Awareness of ETL processes and Data Integration

What We Offer

  • Industry-focused Certifications: We want you to be a subject matter expert in what you do. So, whether it’s our product or our domain, you will dive straight in and be certified by the best in the world.
  • Quarterly Rewards and Recognition Programs: We foster learning and encourage people to take moonshots. When you achieve your goals, we recognize and reward your hard work. 
  • Health Benefits: We cover health insurance for you and your loved ones. 
  • Sabbatical Policy: We encourage people to take time off and rejuvenate, upskill, and pursue their interests so that they can generate new ideas for innovating at Innovaccer.
  • Pet-friendly office and open floor plan. No mundane cubicles.