AI Application Support Team (Austin)

Autonomize AI; Austin (TX); Presencial; USD 120.000 - 180.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Equity

Employer-paid health/dental/vision

401(k) and disability insurance

Employee assistance programs

Descripción de la vacante

Autonomize AI in Austin seeks an experienced Application Support Engineer to own post‑deployment support for our enterprise SaaS platform in production environments.

You will lead incident response, coordinate with Eng and CloudOps, mentor a global support team, and ensure HIPAA/SOC2 compliance while delivering reliable service and high customer satisfaction.

The role offers high ownership, growth opportunities, and competitive compensation with meaningful equity.

Formación

• 10–12 years in application or production support for enterprise SaaS/AI platforms.
• 3–5 years in a lead or senior escalation role with customer-facing duties.
• Hands-on expertise with cloud environments (Azure/GCP) and container orchestration (Kubernetes).
• Experience with monitoring and incident tools and ITIL-lite practices.

Responsabilidades

• Own production reliability, uptime, and SLA for deployed environments.
• Lead global support operations with offshore/onshore teams.
• Manage incidents, coordinate RCA and postmortems with Eng/CloudOps.
• Act as senior technical contact for customer IT/ops during critical incidents.
• Design incident response processes and SLAs; promote ITIL-lite practices.
• Implement alerting and health checks using Datadog, Grafana, Prometheus.
• Develop runbooks and documentation for onshore/offshore teams.
• Ensure HIPAA, SOC2 compliance for support operations.

Conocimientos

Hands-on cloud experience

Kubernetes

CI/CD pipelines

Incident management & monitoring

SLA/Uptime focus

Security & compliance awareness

Excellent communication

Herramientas

Azure

GCP

Datadog

Grafana

Prometheus

PagerDuty

Splunk

Jira Service Management

Descripción del empleo

Application Support Engineer (U.S.)

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.

Role Overview

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.

Key Responsibilities

• 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.

What You’ll Bring

• 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.

Why This Role Matters

• 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.

What We Offer

• 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.