AI Production Support Lead for Enterprise

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

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.