Senior Application Support Operations Engineer

Capital Factory; Bengaluru; Hybrid; INR 1,500,000 - 2,000,000; Full time

Job summary

Capital Factory is looking for an ASOps Senior Support Engineer based in Bengaluru to tackle complex production issues during US Pacific business hours. The role involves direct interaction with application code, data pipelines, and cloud infrastructure, ensuring reliable service for healthcare customers.

Your expertise will help improve the platform's reliability and mentor junior engineers. Ideal candidates will have strong troubleshooting skills and a solid understanding of SaaS environments.

Qualifications

• 3–5 years in application/production support, SRE, or software engineering for multi-tenant or enterprise SaaS.
• Strong hands-on troubleshooting across application, API, data-pipeline, and cloud-infrastructure layers.
• Experience leading or playing a key role in Sev-1 / Sev-2 incident resolution.

Responsibilities

• Own complex and recurring production incidents escalated from L2.
• Implement code-level fixes, patches, and configuration changes.
• Lead Sev-1 / Sev-2 incident response during US Pacific hours.

Skills

Troubleshooting

Python

Kubernetes

CI/CD pipelines

SQL

Customer communication

Ownership mindset

Tools

Datadog

Grafana

ELK

CloudWatch

Job description

Location: Bengaluru, India (Hybrid)

Work Schedule: This role supports our US-based customers and operates during US Pacific business hours. The standard working hours are approximately 9:30 PM to 7:30 AM IST, with a seasonal adjustment of about one hour during US Daylight Saving Time (DST). As this schedule is a core requirement of the role, we encourage you to apply only if you are comfortable working these hours.

About Autonomize AI

Autonomize AI is a multi-tenant healthcare SaaS company building AI Studio — a platform for designing, running, and operating AI agents that power payer and provider workflows: prior authorization, eligibility, claims, and member/provider operations. Our customers run mission‑critical healthcare processes on us, where downtime and errors have real human consequences.

The Role

We are hiring a ASOps Senior Support Engineer for Autonomize's Application Managed Services (AMS) team in Bengaluru. You are the deepest technical escalation point in India support — the engineer who takes the complex, recurring, and architecture‑level incidents that L2 cannot resolve, finds true root cause, and implements lasting fixes. You work directly with application code, data pipelines, and cloud infrastructure, and partner closely with Engineering to turn production pain into permanent solutions.

You operate during US Pacific business hours, mentor L2 engineers, and help the ASOps Manager harden the runbooks, automation, and escalation model that keep our healthcare customers reliably served.

Why This Role Matters

• You resolve what others can't. The hardest production problems land on you — and stay solved when you're done.
• You prevent repeat incidents. Your root‑cause work and automation reduce reliance on heroics over time.
• Healthcare is unforgiving. Reliability of payer and provider workflows is non‑negotiable.
• You shape the platform. Patterns you surface feed directly into Engineering and Product roadmaps.

What You'll Do

• Own complex and recurring production incidents escalated from L2 — investigate true root cause across application code, system architecture, databases, and infrastructure.
• Implement code‑level fixes, patches, and configuration/architecture changes to resolve issues and prevent recurrence.
• Lead and contribute to Sev‑1 / Sev‑2 incident response during US Pacific hours; drive blameless postmortems with concrete preventive actions.
• Build scripts, tools, and automation (self‑healing, alerting, diagnostics) that make routine work easier for L2 and reduce toil.
• Deep‑dive observability across logs, metrics, traces, pipelines, and databases to diagnose application, API, and infrastructure failures.
• Partner with Engineering and Product to resolve systemic issues; push back with data and translate operational signals into roadmap improvements.
• Author and continuously improve runbooks, SOPs, and troubleshooting guides; mentor L2 engineers on technique and judgment.
• Support release, defect‑fix, and change management — validation, rollback strategies, and deployment success criteria.

What You Bring (Required)

• 3–5 years in application/production support, SRE, or software engineering for multi‑tenant or enterprise SaaS.
• Strong hands‑on troubleshooting across application, API, data‑pipeline, and cloud‑infrastructure layers.
• Ability to read and modify code to diagnose and fix defects (Python and/or a comparable backend language).
• Hands‑on experience with Kubernetes (K9s or equivalent), CI/CD pipelines, Kafka or similar streaming, and observability stacks (Datadog, Grafana, ELK, CloudWatch).
• Solid SQL and database troubleshooting (PostgreSQL or similar); comfort with logs, configs, and infrastructure components.
• Experience leading or playing a key role in Sev‑1 / Sev‑2 incident resolution.
• Understanding of HIPAA, PHI handling, and US healthcare compliance.
• Strong written and verbal English; clear, calm customer‑facing communication.
• Comfort working US Pacific business hours from Bengaluru.
• Ownership mindset — drives issues to true resolution and closes loops.

Nice to Have

• Healthcare domain experience (payer operations, eligibility, claims, prior authorization, member/provider workflows).
• Experience building automation, self‑healing, or AI‑assisted ticket triage.
• Exposure to vector databases (Qdrant), workflow orchestration (Temporal), or LLM/agent platforms.
• Experience mentoring junior support engineers.

What We Offer

The deepest technical problems in a fast‑growing healthcare AI platform, a clear path toward technical leadership, and the chance to build the India AMS team's engineering standard from the start.

Autonomize AI is an equal opportunity employer. We celebrate diversity and are committed to an inclusive environment for all employees. All qualified applicants will receive consideration without regard to race, religion, color, national origin, gender, sexual orientation, age, marital status, or disability status.