Amura Health - Technical Support Engineer - Ticketing System

Role Overview

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