Technical Lead - Support Platform Engineering

Amura’s Vision We believe that the most under-appreciated route to releasing untapped human potential is to build a healthier body, and through which a better brain. Billions of healthier brains, sitting in healthier bodies, can solve problems that defy solutions today — including existential threats. This will make the world richer beyond imagination and lead us into a new renaissance, with deeper intellect, less acrimony, and a kinder outlook on life. We find this vision exhilarating — and we’re building this future as quickly as possible. Role Overview We are seeking a Tech Lead (5–7 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 1. 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. 2. 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. 3. 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). 4. 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). 5. Documentation & Knowledge Management Maintain technical documentation for support tooling & integrations. Contribute to knowledge bases (internal + external). Foster a documentation-first culture. What We’re Looking For Must-Have 5–7 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). FAQs Who is Amura? A health startup with presence in multiple countries. How old are you? 6+ years. What’s special about you? Clients love our protocol (82+ NPS, all growth organic). Our team blends operations, medicine, and marketing brilliance. What’s special about working here?

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