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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # AI Application Support Team Lead (Austin) - **Company:** Autonomize Inc - **Location:** Austin, TX, United States - **Experience:** Expert - **Contract:** Permanent contract - **Skills:** Application Programming Interfaces (APIs), Artificial Intelligence, JIRA, Microsoft Azure, Software as a Service, Continuous Integration, Database Applications, Distributed Systems, Knowledge Management, Uptime, Prometheus, Azure Machine Learning, Runbook, Systems Integration, Datadog, Cloud Platform System, Grafana, Kubernetes, Machine Learning Operations, Splunk, Data Pipelines, Pagerduty - **Published:** July 27, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=1dd6fcc60b18237e ## About the Role 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. ## Description 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. ## Related Videos - [Our journey with Spring Boot in a microservice architecture](https://www.wearedevelopers.com/videos/511-our-journey-with-spring-boot-in-a-microservice-architecture) - [DevOps at Netflix](https://www.wearedevelopers.com/videos/270-devops-at-netflix) - [Improving quality with Agentic AI with Rovo Dev and Xray](https://www.wearedevelopers.com/videos/2005-improving-quality-with-agentic-ai-with-rovo-dev-and-xray) - [Agentic employees in world's most downloaded FinTech app](https://www.wearedevelopers.com/videos/100123-agentic-employees-in-world-s-most-downloaded-fintech-app) - [Leading with Reliability: Applying SRE Principles to Build Stronger Engineering Organizations](https://www.wearedevelopers.com/videos/100185-leading-with-reliability-applying-sre-principles-to-build-stronger-engineering-organizations) - [Agentic DevOps: How AI-Powered Automation Transforms Software Delivery on GitHub and Azure](https://www.wearedevelopers.com/videos/1539-agentic-devops-how-ai-powered-automation-transforms-software-delivery-on-github-and-azure) ## Related Articles - [Navigating the AI Shift](https://www.wearedevelopers.com/magazine/629-navigating-the-ai-shift) - [How to Become an AI Engineer](https://www.wearedevelopers.com/magazine/331-how-to-become-an-ai-engineer) - [What is Software Engineering in the Age of AI?](https://www.wearedevelopers.com/magazine/640-what-is-software-engineering-in-the-age-of-ai) - [Coffee with Developers - Maria Apazoglou - Making AI understandable for all in production](https://www.wearedevelopers.com/magazine/475-coffee-with-developers-maria-apazoglou-making-ai-understandable-for-all-in-production) - [Stephan Gillich - Bringing AI Everywhere](https://www.wearedevelopers.com/magazine/489-stephan-gillich-bringing-ai-everywhere) - [MLOps And AI Driven Development](https://www.wearedevelopers.com/magazine/82-mlops-and-ai-driven-development)