Leads post-deployment application support for enterprise SaaS and AI/ML platforms. Owns production reliability, uptime, SLAs, incident response, root-cause analysis, monitoring, automation, documentation, compliance, and customer communications. Coordinates global support teams, establishes scalable support processes, mentors engineers, and serves as the senior technical escalation point for healthcare customers operating regulated, mission-critical systems.
Application Support Engineer (U.S.)
Role Overview
Key Responsibilities
What You’ll Bring
Why This Role Matters
What we Offer
We’re scaling our delivery organization to support enterprise customers and are looking for a hands-on Application Support Engineer to ensure our deployed solutions stay reliable, compliant, and customer-loved.
You will lead the customer-facing post-deployment support function for Autonomize’s platform in production environments.
You’ll be the technical escalation point for Tier-1 healthcare clients, driving incident response, uptime, and customer satisfaction — while mentoring a globally distributed support team to deliver world-class service.
- Own production reliability: Ensure uptime, performance, and SLA compliance for all deployed customer environments (SaaS and private tenant).
- Lead and coordinate global support: Oversee a follow-the-sun support model, managing offshore engineers and onshore escalations.
- Incident management: Lead triage and resolution for high-severity issues; coordinate with engineering and CloudOps for root-cause analysis (RCA) and postmortems.
- Customer engagement: Act as the senior technical contact for customer IT and operations teams during critical incidents. Provide confidence through transparency, communication, and resolution speed.
- Process design: Establish incident response protocols, escalation paths, and support SLAs. Drive adoption of ITIL-lite practices suitable for startup agility.
- Monitoring and automation: Implement alerting, observability, and proactive health checks using tools like Datadog, Grafana, or Prometheus.
- Knowledge management: Build and maintain documentation, runbooks, and support playbooks that empower both onshore and offshore teams.
- Compliance and security: Ensure all support operations adhere to HIPAA, SOC2, and internal audit requirements.
- Team development: Mentor support engineers; foster a culture of accountability, continuous learning, and customer obsession.
- 10–12 years of experience in application or production support for enterprise SaaS or AI/ML platforms.
- 3–5 years in a lead or senior escalation role, preferably customer-facing.
- Hands-on expertise with Azure or GCP cloud environments, Kubernetes, and CI/CD pipelines.
- Strong experience with monitoring, alerting, and incident management tools (PagerDuty, Datadog, Grafana, Splunk, Jira Service Management).
- Working knowledge of APIs, integrations, and data pipelines — able to trace issues across distributed systems.
- Understanding of AI/ML or data-centric applications; exposure to model serving or workflow orchestration is a plus.
- Exceptional communication and crisis management skills — able to engage with both technical and non-technical executives.
- Prior experience supporting regulated or mission-critical systems (healthcare, finance, defense) preferred.
- Startup DNA: resourceful, systems thinker, comfortable building while running.
- You’ll define the support operating model that will scale Autonomize’s deployments across dozens of enterprise customers.
- You’ll act as the face of reliability for customers — ensuring they trust our AI to perform consistently in clinical and operational settings.
- You’ll mentor and shape a growing global team, embedding reliability and excellence into everything we deliver.
- A chance to help shape one of the fastest-growing AI companies in healthcare.
- Direct partnership with experienced founders and executive leaders.
- High ownership with enormous opportunity for growth.
- Competitive compensation and meaningful equity.
- 100% employer-paid medical, dental, and vision insurance.
- 401(k), disability insurance, and employee assistance programs.
- The opportunity to build the People organization that powers the next generation of AI.
How to Apply
Send your resume and a brief note to [email protected] explaining why you're excited to help transform the future of health plans through AI.
Autonomize AI Austin, Texas, USA Office
Austin, Texas, United States
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