- 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.
- 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.
- 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.
- 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.
Skills Required
- 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 experience with Azure or GCP cloud environments
- Experience with Kubernetes
- Experience with CI/CD pipelines
- Strong experience with monitoring, alerting, and incident management tools
- Working knowledge of APIs, integrations, and data pipelines
- Understanding of AI/ML or data-centric applications
- Exceptional communication and crisis management skills
- Experience supporting regulated or mission-critical systems
- Exposure to model serving or workflow orchestration
- Ability to work in a startup environment and build scalable support processes
What We Do
Autonomize AI Agents & Copilots organize, contextualize and summarize unstructured data to reduce the administrative burden for healthcare knowledge workers to make data-driven decisions and improve patient outcomes. Our customers include health plans, providers and life sciences companies. Unlike generic AI systems retrofitted for healthcare, Autonomize deeply understands medical contexts, terminologies, and operational nuances. Our healthcare-focused AI Agents & Copilots augment knowledge work, drastically reducing administrative burden. Care management teams spend 78% less time per case, achieving an impressive 85% boost in case review efficiency. Prior authorization processes that traditionally take 20-30 minutes shrink to mere seconds, accompanied by an 80% reduction in manual errors, saving millions of dollars annually. Our AI Agents turn chaotic, unstructured healthcare data—clinical notes, PDFs, faxes, and claims—into structured, contextual information that informs decisions and actions. This has driven substantial real-world impact: organizations using Autonomize experience a 92% reduction in manual effort for care gaps and HEDIS chart reviews, dramatically improving compliance and STAR ratings. Autonomize AI is purpose-built for healthcare, transforming healthcare operations one workflow at a time through AI-native solutions that deliver immediate, scalable impact.
