AI Application Support Team Lead (Austin)

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., 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., * 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.

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.

Pulled from the full job description

• 401(k)
• Health insurance
• Vision insurance
• Dental insurance
• Employee assistance program
• Disability insurance, * 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.