The posting
Application Support Engineer (U.S.)
We’re scaling our delivery organization to support enterprise customers and are looking for a hands-on Application Support Engineer 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.
How to Apply
Send your resume and a brief note to [email protected] explaining why you're excited to help transform the future of health plans through AI.
