AI Application Support Team Lead (U.S.)
We’re scaling our delivery organization to support enterprise customers and are looking for a hands-on AI Application Support Team Lead 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.
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Incident management: Lead triage and resolution for high-severity issues; coordinate with engineering and CloudOps for root-cause analysis (RCA) and postmortems.
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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.
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Process design: Establish incident response protocols, escalation paths, and support SLAs. Drive adoption of ITIL-lite practices suitable for startup agility.
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Monitoring and automation: Implement alerting, observability, and proactive health checks using tools like Datadog, Grafana, or Prometheus.
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Knowledge management: Build and maintain documentation, runbooks, and support playbooks that empower both onshore and offshore teams.
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Compliance and security: Ensure all support operations adhere to HIPAA, SOC2, and internal audit requirements.
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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.
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Hands-on expertise with Azure or GCP cloud environments, Kubernetes, and CI/CD pipelines.
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Strong experience with monitoring, alerting, and incident management tools (PagerDuty, Datadog, Grafana, Splunk, Jira Service Management).
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Working knowledge of APIs, integrations, and data pipelines — able to trace issues across distributed systems.
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Understanding of AI/ML or data-centric applications; exposure to model serving or workflow orchestration is a plus.
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Exceptional communication and crisis management skills — able to engage with both technical and non-technical executives.
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Prior experience supporting regulated or mission-critical systems (healthcare, finance, defense) preferred.
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Startup DNA: resourceful, systems thinker, comfortable building while running.
Why This Role Matters
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You’ll define the support operating model that will scale Autonomize’s deployments across dozens of enterprise customers.
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You’ll act as the face of reliability for customers — ensuring they trust our AI to perform consistently in clinical and operational settings.
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You’ll mentor and shape a growing global team, embedding reliability and excellence into everything we deliver.
What we Offer
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A chance to help shape one of the fastest-growing AI companies in healthcare.
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Direct partnership with experienced founders and executive leaders.
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High ownership with enormous opportunity for growth.
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Competitive compensation and meaningful equity.
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100% employer-paid medical, dental, and vision insurance.
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401(k), disability insurance, and employee assistance programs.
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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.
