Senior AI Platform Support Lead – Global Incident & Reliability

Autonomize, Inc; Austin (TX); On-site; USD 110,000 - 170,000; Full time

Benefits offered by this job

Employer-paid health, dental, and eye

401(k) plan

Disability insurance

Employee assistance program

Competitive equity

Job summary

Autonomize, Inc. is seeking a hands-on Application Support Engineer to own the customer-facing post-deployment support for its platform in production environments.

You will be the technical escalation point for Tier-1 healthcare clients, driving incident response, uptime, and customer satisfaction while mentoring a globally distributed support team. You’ll define incident response protocols, lead triage for high-severity issues, and partner with engineering/CloudOps on root-cause analysis.

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 cloud environments (Azure or GCP), 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 across distributed systems.
• Understanding of AI/ML or data-centric apps; 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.

Responsibilities

• Own production reliability: Ensure uptime, performance, and SLA compliance for all deployed environments (SaaS and private tenant).
• Lead and coordinate global support: Oversee follow-the-sun model with offshore engineers and onshore escalations.
• Incident management: Lead triage and resolution for high-severity issues; coordinate RCA and postmortems.
• Customer engagement: Act as senior technical contact for customer IT/ops during incidents with clear communication.
• Process design: Establish incident response protocols, escalation paths, and support SLAs; adopt ITIL-lite practices.
• Monitoring and automation: Implement alerting, observability, and health checks using Datadog, Grafana, Prometheus.
• Knowledge management: Build/runbooks and support playbooks for onshore/offshore teams.
• Compliance and security: Ensure HIPAA, SOC2, internal audit requirements.
• Team development: Mentor support engineers and foster accountability and customer obsession.

Skills

10–12 years experience in application/

3–5 years lead/senior escalation

Azure or GCP cloud environments

Kubernetes

CI/CD pipelines

Monitoring/alerting tools

Incident management

APIs, integrations, data pipelines

AI/ML or data-centric apps

Executive communication & crisis mgmt

Regulated/smission-critical systems

Tools

Azure

GCP

Kubernetes

CI/CD pipelines

PagerDuty

Datadog

Grafana

Splunk

Jira Service Management

Job description

Autonomize, Inc. is seeking a hands-on Application Support Engineer to own the customer-facing post-deployment support for its platform in production environments.

You will be the technical escalation point for Tier-1 healthcare clients, driving incident response, uptime, and customer satisfaction while mentoring a globally distributed support team. You’ll define incident response protocols, lead triage for high-severity issues, and partner with engineering/CloudOps on root-cause analysis.