Global AI Production Support Lead

Autonomize AI; Austin (TX); On-site; USD 150,000 - 210,000; Full time

Job summary

Autonomize AI in Austin, Texas, is seeking an AI Application Support Team Lead to own the customer-facing post-deployment support for our enterprise SaaS platform in production.

You will lead a global follow-the-sun support team, drive incident response and uptime, mentor engineers, and ensure HIPAA and SOC2 compliance while delivering reliable AI services to healthcare and other regulated clients. This role offers high ownership and growth opportunities.

Qualifications

• 10-12 years 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.

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.

Skills

Cloud (Azure/GCP)

Kubernetes

CI/CD pipelines

Monitoring and alerting

Incident management

APIs and data pipelines

Communication & crisis management

HIPAA / SOC2 knowledge

Leadership & mentoring

Jira Service Management

Tools

PagerDuty

Datadog

Grafana

Prometheus

Job description

Autonomize AI in Austin, Texas, is seeking an AI Application Support Team Lead to own the customer-facing post-deployment support for our enterprise SaaS platform in production.

You will lead a global follow-the-sun support team, drive incident response and uptime, mentor engineers, and ensure HIPAA and SOC2 compliance while delivering reliable AI services to healthcare and other regulated clients. This role offers high ownership and growth opportunities.