Senior AI Application Support Lead – Enterprise SaaS
Autonomize AI
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Benefits offered by this job
Job summary
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.
Qualifications
- 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.
Responsibilities
- 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.
Skills
Tools
Job description
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.
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