AI Application Support Team Lead (Austin)

Capital Factory; Austin (TX); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Employer-paid health insurance

Dental and vision coverage

Job summary

Capital Factory in Austin, TX is seeking a hands-on AI Application Support Team Lead to scale our delivery and ensure deployed solutions stay reliable, compliant, and customer-loved.

You will lead the customer-facing post-deployment support for Autonomize’s platform, serving as the technical escalation point for Tier-1 healthcare clients, mentoring a global team and driving incident response, uptime, and customer satisfaction.

Qualifications

• 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).
• APIs, integrations, and data pipelines experience.
• Understanding of AI/ML or data-centric applications; exposure to model serving or workflow orchestration is a plus.
• Exceptional communication and crisis management skills.
• Prior experience supporting regulated or mission-critical systems (healthcare, finance, defense) preferred.
• Startup DNA: resourceful, systems thinker, comfortable building while running.

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.
• Process design: Establish incident response protocols, escalation paths, and support SLAs.
• 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.

Skills

Azure/GCP

Kubernetes

CI/CD pipelines

Monitoring tools

APIs & integrations

Data pipelines

Crisis communication

Team leadership

Tools

PagerDuty

Datadog

Grafana

Splunk

Jira Service Management

Job description

AI Application Support Team Lead (U.S.)

We’re scaling our delivery organization to support enterprise customers and are looking for a hands-on AI Application Support Team Lead 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.