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AI that actually understands healthcare is transforming operations, one workflow at a time.
The Role
Own complex production incidents across application code, APIs, databases, data pipelines, and cloud infrastructure. Implement permanent code and configuration fixes, lead Sev-1/Sev-2 response and postmortems, build automation and observability tooling, improve runbooks, support releases, and mentor L2 engineers. The role operates during US Pacific business hours from Bengaluru and requires healthcare compliance awareness, strong troubleshooting, and customer-facing communication.
Summary Generated by Built In
Location: Bengaluru, India (Hybrid)
Work Schedule: This role supports our US-based customers and operates during US Pacific business hours. The standard working hours are approximately 9:30 PM to 7:30 AM IST, with a seasonal adjustment of about one hour during US Daylight Saving Time (DST). As this schedule is a core requirement of the role, we encourage you to apply only if you are comfortable working these hours.
About Autonomize AI
Autonomize AI is a multi-tenant healthcare SaaS company building AI Studio — a platform for designing, running, and operating AI agents that power payer and provider workflows: prior authorization, eligibility, claims, and member/provider operations. Our customers run mission-critical healthcare processes on us, where downtime and errors have real human consequences.
The RoleWe are hiring a ASOps Senior Support Engineer for Autonomize's Application Managed Services (AMS) team in Bengaluru. You are the deepest technical escalation point in India support — the engineer who takes the complex, recurring, and architecture-level incidents that L2 cannot resolve, finds true root cause, and implements lasting fixes. You work directly with application code, data pipelines, and cloud infrastructure, and partner closely with Engineering to turn production pain into permanent solutions.
You operate during US Pacific business hours, mentor L2 engineers, and help the ASOps Manager harden the runbooks, automation, and escalation model that keep our healthcare customers reliably served.
Why This Role Matters- You resolve what others can't. The hardest production problems land on you — and stay solved when you're done.
- You prevent repeat incidents. Your root-cause work and automation reduce reliance on heroics over time.
- Healthcare is unforgiving. Reliability of payer and provider workflows is non-negotiable.
- You shape the platform. Patterns you surface feed directly into Engineering and Product roadmaps.
- Own complex and recurring production incidents escalated from L2 — investigate true root cause across application code, system architecture, databases, and infrastructure.
- Implement code-level fixes, patches, and configuration/architecture changes to resolve issues and prevent recurrence.
- Lead and contribute to Sev-1 / Sev-2 incident response during US Pacific hours; drive blameless postmortems with concrete preventive actions.
- Build scripts, tools, and automation (self-healing, alerting, diagnostics) that make routine work easier for L2 and reduce toil.
- Deep-dive observability across logs, metrics, traces, pipelines, and databases to diagnose application, API, and infrastructure failures.
- Partner with Engineering and Product to resolve systemic issues; push back with data and translate operational signals into roadmap improvements.
- Author and continuously improve runbooks, SOPs, and troubleshooting guides; mentor L2 engineers on technique and judgment.
- Support release, defect-fix, and change management — validation, rollback strategies, and deployment success criteria.
- 6 - 9 years in application/production support, SRE, or software engineering for multi-tenant or enterprise SaaS.
- Strong hands-on troubleshooting across application, API, data-pipeline, and cloud-infrastructure layers.
- Ability to read and modify code to diagnose and fix defects (Python and/or a comparable backend language).
- Hands-on experience with Kubernetes (K9s or equivalent), CI/CD pipelines, Kafka or similar streaming, and observability stacks (Datadog, Grafana, ELK, CloudWatch).
- Solid SQL and database troubleshooting (PostgreSQL or similar); comfort with logs, configs, and infrastructure components.
- Experience leading or playing a key role in Sev-1 / Sev-2 incident resolution.
- Understanding of HIPAA, PHI handling, and US healthcare compliance.
- Strong written and verbal English; clear, calm customer-facing communication.
- Comfort working US Pacific business hours from Bengaluru.
- Ownership mindset — drives issues to true resolution and closes loops.
- Healthcare domain experience (payer operations, eligibility, claims, prior authorization, member/provider workflows).
- Experience building automation, self-healing, or AI-assisted ticket triage.
- Exposure to vector databases (Qdrant), workflow orchestration (Temporal), or LLM/agent platforms.
- Experience mentoring junior support engineers.
The deepest technical problems in a fast-growing healthcare AI platform, a clear path toward technical leadership, and the chance to build the India AMS team's engineering standard from the start.
Autonomize AI is an equal opportunity employer. We celebrate diversity and are committed to an inclusive environment for all employees. All qualified applicants will receive consideration without regard to race, religion, color, national origin, gender, sexual orientation, age, marital status, or disability status.
Skills Required
- 6–9 years of experience in application or production support, SRE, or software engineering for multi-tenant or enterprise SaaS
- Hands-on troubleshooting across application, API, data-pipeline, and cloud-infrastructure layers
- Ability to read and modify code, including Python or a comparable backend language
- Hands-on experience with Kubernetes, K9s or equivalent, CI/CD pipelines, Kafka or similar streaming, and observability stacks
- Solid SQL and database troubleshooting experience with PostgreSQL or similar
- Experience leading or contributing significantly to Sev-1/Sev-2 incident resolution
- Understanding of HIPAA, PHI handling, and US healthcare compliance
- Strong written and verbal English with clear, calm customer-facing communication
- Comfort working US Pacific business hours from Bengaluru
- Ownership mindset and ability to drive issues to resolution
- Healthcare domain experience, including payer operations, eligibility, claims, prior authorization, or member/provider workflows
- Experience building automation, self-healing, or AI-assisted ticket triage
- Exposure to Qdrant, Temporal, or LLM/agent platforms
- Experience mentoring junior support engineers
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The Company
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.
