Application Support Operations Engineer (ASOps - L2)
Operations, Customer Service
Bengaluru, Karnataka, India
Posted on Jun 22, 2026
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 Role
We are hiring an L2 Support Engineer for Autonomize's Application Managed Services (AMS) team in Bengaluru. You are the frontline of production support during US business hours — monitoring dashboards, triaging incoming tickets and alerts, performing in-depth troubleshooting, and resolving what you can while cleanly escalating code- and architecture-level issues to L3.
You keep our healthcare customers' day-to-day operations running smoothly, follow and improve runbooks, and communicate clearly with customers and the broader ASOps team.
Why This Role Matters
- You are the first responder. You catch and triage issues before they grow.
- You protect the customer experience. Fast, clear handling keeps healthcare operations moving.
- Healthcare is unforgiving. Reliability of payer and provider workflows is non-negotiable.
- You build the foundation for growth. Strong L2 work is the path toward L3.
What You'll Do
- Monitor application dashboards, logs, pipelines, and alerts during US Pacific hours; proactively catch issues before customers do.
- Triage and own incoming tickets and alerts — perform in-depth troubleshooting (logs, configs, known issues), resolve within L2 scope, and track to closure.
- Execute runbooks and standard procedures; perform system-level diagnostics and light scripting.
- Escalate code-level and architecture-level issues to L3 with clear, complete context and reproduction steps.
- Support Sev-1 / Sev-2 incidents — gather data, communicate status, and assist L3 / the ASOps Manager.
- Maintain and improve runbooks, SOPs, and knowledge-base articles from what you learn.
- Communicate clearly and calmly with customers and internal stakeholders throughout an issue.
What You Bring (Required)
- 2–3 years in application/IT/production support for SaaS or enterprise software.
- Hands-on troubleshooting of application and system issues — reading logs, checking configs, identifying known bugs.
- Comfort with at least one observability/monitoring tool (Datadog, Grafana, ELK, CloudWatch, or similar).
- Working SQL for diagnostics; familiarity with cloud environments and basic Kubernetes concepts.
- Light scripting ability (shell, Python, or similar) for diagnostics and routine tasks.
- Experience with ticketing/ITSM tools and SLA-driven support.
- Awareness of HIPAA, PHI handling, and the importance of healthcare data sensitivity.
- Clear written and verbal English; calm, professional customer-facing communication.
- Comfort working US Pacific business hours from Bengaluru.
- Ownership mindset — closes loops and escalates appropriately.
Nice to Have
- Healthcare domain exposure (payer operations, eligibility, claims, prior authorization).
- Familiarity with CI/CD, Kafka/streaming, or APIs.
- Experience documenting runbooks or knowledge bases.
- Interest in growing into an L3 role.
What We Offer
Frontline experience on a healthcare AI platform, direct mentorship from L3 and the ASOps Manager, and a clear growth path into L3 support engineering.
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.