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Autonomize is seeking a hands-on AI Application Support Team Lead to lead the customer-facing post-deployment support function for its AI platform serving enterprise healthcare clients. You will own production reliability, incident response, and customer satisfaction while mentoring a globally distributed support team across a follow-the-sun model.
Key responsibilities include ensuring uptime and SLA compliance for all deployed customer environments (SaaS and private tenant); leading triage and resolution for high-severity incidents; acting as the senior technical contact for customer IT and operations teams during critical situations; establishing incident response protocols and escalation paths aligned with ITIL-lite practices; implementing monitoring and alerting using tools like Datadog, Grafana, or Prometheus; building documentation, runbooks, and support playbooks; ensuring compliance with HIPAA, SOC2, and internal audit requirements; and mentoring support engineers to foster accountability and continuous learning.
You should bring 10–12 years of experience in application or production support for enterprise SaaS or AI/ML platforms, with 3–5 years in a lead or senior escalation role preferably customer-facing. Required technical expertise includes hands-on knowledge of Azure or GCP cloud environments, Kubernetes, and CI/CD pipelines; strong experience with monitoring and incident management tools (PagerDuty, Datadog, Grafana, Splunk, Jira Service Management); working knowledge of APIs, integrations, and data pipelines; and understanding of AI/ML or data-centric applications. Prior experience supporting regulated or mission-critical systems in healthcare, finance, or defense is preferred. You should demonstrate exceptional communication and crisis management skills, comfort with startup environments, and systems-thinking mindset.
The role offers competitive compensation with meaningful equity, 100% employer-paid medical/dental/vision insurance, 401(k), disability insurance, and employee assistance programs. You'll have direct partnership with experienced founders and executive leaders, high ownership, and significant opportunity for growth in shaping Autonomize's support operating model as it scales across dozens of enterprise customers.
