Support Lead (24x7 Operations Support) II

RemoteEngine Partner; Bengaluru; On-site; INR 1,800,000 - 3,000,000; Full time

Job summary

ZEISS VisioGen is seeking a Support Lead to build and manage a 24x7 operations support team for the Visiogen platform — HiApp (Human Experience). The role demands hands-on ownership of production issues and the ability to drive incident response end-to-end.

You will work across AKS, App Gateway, Azure resources, PostgreSQL, Redis, and Azure Functions to diagnose root causes, coordinate releases, and ensure service reliability in a healthcare-focused SaaS environment.

Job description

ZEISS VisioGen is building the future of AI-powered healthcare by developing human-verified clinical communication solutions for ophthalmology practices. We combine cutting-edge Generative AI with clinical expertise to build scalable, production-ready applications that enhance patient engagement and improve healthcare delivery. We are looking for a Support Lead to build, manage, and be the ultimate escalation point for a 24x7 operations support team covering the Visiogen platform — HiApp (Human Experience

Prior experience as a Forward Deployed Engineer, Technical Lead, or Support/SRE Lead, with direct, hands-on ownership of production issues — not purely a management role

• Strong hands-on expertise across AKS, App Gateway (WAF_v2), Private Endpoints, Traffic Manager, and Azure resource management at an architectural level
• Solid troubleshooting depth in PostgreSQL and Redis, including performance and scaling issues
• Serverless / AI Pipeline Experience with Azure Function Apps (EP1) and data ingestion into vector databases
• DevOps & Release Strong background in Azure DevOps, CI/CD pipelines, ACR (Premium), and production release governance
• Working fluency across React, .NET, and Python (Gen AI) services to lead root cause investigations, not just delegate them
• Leadership Demonstrated experience managing or leading a 24x7 / shift-based support team, including scheduling and escalation ownership
• A proven, specific track record of personally resolving hard, customer‑specific or one‑off issues — this matters more than any certification
• Experience leading support or forward‑deployed teams for a SaaS or platform product with multiple customer‑facing applications
• Experience in healthcare, clinic, or patient‑facing platforms is a plus, not a requirement
• Azure or Kubernetes certifications are welcomed but are not a substitute for hands‑on incident‑resolution experience
• Experience setting up or maturing an on‑call / 24x7 support function from the ground up