Production Support Engineer II (L2)

Team: Production Support (Operations)

About Machinify

Machinify builds the AI operating system for healthcare payment intelligence, combining the minds of industry experts with the power of technology. US healthcare wastes billions of dollars a year inside the claims payment workflow, and Machinify has built a platform to fix that, backed by more than 40 years of payment integrity expertise and a product suite spanning the full claims lifecycle from pre-pay through post-pay. Today, 85+ customers rely on us, including 18 of the top 20 US health plans, covering more than 270 million member lives across commercial, Medicare, and Medicaid. We process over 3 petabytes of claims data and return more than $6 billion in savings and recoveries to our customers every year, with 99% customer retention.

About the Role

This role sits within Production Support (Operations), part of one L1/L2 support organization covering Production Applications.

Level 2 is where problems get solved, not just routed. You take escalations from L1 and the queue, find the cause, and fix what can be fixed without a code change: configuration, workflow, letters, data, and access. When it is a code defect, you hand it to Engineering with enough evidence that they can act on it. You also make L1 better by writing the runbooks and tooling they use. Your success is measured by how much work is finished inside Production Support without reaching Engineering (L3).

What You Will Own

- Own escalated tickets from pickup to verified resolution. Give a first response, state a diagnosis backed by evidence, and confirm the fix worked before closing.
- Investigate with logs, dashboards, SQL, and the platform's APIs and CLI. Work out why a case, workflow, or letter is wrong.
- Make approved production changes with care: configuration changes, restarting stuck workflows, regenerating letters, and data corrections. Capture before-state, rollback,



and a verification check each time.
- Identify code defects and file clear, linked bugs for Engineering. Reproduce, narrow scope, and keep the requester updated until the fix ships.
- Lead or co-lead incidents in your area. Support post-incident reviews and follow up on action items.
- Write and maintain runbooks and KB articles, and train L1 on them. Every new fix pattern becomes something L1 can do next time.
- Build small automations and tools (scripts, queries, Claude-based skills and agents) for repeat work. Help move categories of tickets to self-service or automated resolution.
- Review L1 escalations and give feedback. Raise the hand-off quality and the share of work L1 can finish.
- Contribute to monitoring: dashboards, alerts, and thresholds, so we find problems before a requester files a ticket.
- Take part in the on-call rotation as an escalation point, including US-overlap shifts.
- Cross-train on more than one platform to cover absences and surges.

How L1 and L2 Divide the Work

L1 — Production Support Engineer I

- Owns: intake, triage, monitoring, runbook-driven fixes, first response.
- Works from: existing runbooks and the knowledge base.
- Hands off when: the runbook doesn't cover it or two attempts fail. Escalates to L2.

L2 — Production Support Engineer II (This Role)

- Owns: diagnosis, non-runbook fixes, configuration and data corrections, root cause.
- Works from: logs, code, config, and queries. Writes the runbooks L1 uses.
- Hands off when: it is a code defect or needs a code or schema change.



Escalates to L3 (Engineering) with a linked bug.

Qualifications

Required

- 4+ years in production support, application support, support engineering, data operations, or software engineering. A Senior-level profile can lead an incident end to end and coach others.
- Strong SQL: can investigate case or claim state, find inconsistencies, and write safe data corrections.
- Scripting in Python or shell. Can read application code and logs well enough to separate a configuration problem from a code defect.
- Experience with REST APIs, curl, and CLI tools to inspect and change system state.
- Sound judgment on production changes: plans before-state, rollback, and verification, and knows when to stop and ask.
- Clear written communication for requesters, incident updates, and bug reports that Engineering can act on.
- Can write a runbook someone else can follow.
- Willing to work rotational on-call and US-overlap shifts.

Preferred

- Experience supporting a multi-tenant SaaS or a platform with workflows, rules, and configuration (audit, payment integrity, claims).
- Hands-on with Postgres, SQL Server, AWS (S3, IAM), and Kubernetes basics.
- Observability tools (Grafana, Loki, Prometheus, FireHydrant) and Jira or helpdesk administration.
- US healthcare payer data and claims workflows (837/835, eligibility, letters).
- Building automation or agents with Claude or similar tools to cut repeat work.

Equal Employment Chance at Machinify

Machinify is committed to providing equal employment opportunities and fostering an inclusive workplace. Employment decisions are based on business needs, job requirements, and individual qualifications, without discrimination on any status protected under applicable law. If you require a reasonable accommodation to complete any part of the application or recruitment process, please let our recruiting team know.

📌 Production Support Engineer II (Bengaluru)
🏢 Machinify India
📍 Bengaluru