Production Support Engineer I (L1)

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 1 is the front door of Production Support. You triage what comes in, resolve what the runbook covers, and hand off the rest to L2 with a explicit diagnosis. You don't need to design systems. You do need to read logs, run SQL, follow a runbook precisely, and tell when something is outside it. This is a first-response and monitoring role. It supports off-hours coverage for US teams (initial triage and response), so the first line of defense is never asleep.

What You Will Own

- Work the L1 queue (helpdesk tickets and the App Production Support Jira board). Acknowledge, categorize, set priority, and respond within SLA.
- Watch dashboards and alerts (FireHydrant, Grafana). Triage by severity and open or join an incident when the runbook says to.




- Resolve common requests using runbooks: access and permission changes, letter portal tickets, stuck or failed jobs, reruns, and routine data lookups with SQL.
- Run approved scripts and API calls (SQL, curl, or Claude-assisted) from the runbook, and record what you did.
- Escalate to L2 with a clean handoff: what is broken, who is affected, evidence (logs, IDs, screenshots), steps already tried, and priority.
- Keep tickets current and tell requesters what's happening. No ticket sits without an owner or an update.
- Write down fixes you learn as runbook updates and KB articles. Flag repeat issues that should be automated.
- Take part in the on-call rotation, including nights, weekends, and US-overlap shifts.
- Cross-train on additional platforms so coverage doesn't depend on one person.

How L1 and L2 Divide the Work

L1 — Production Support Engineer I (This Role)

- 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

- 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

- 1-3 years in production support, help desk, NOC, data operations, or a similar technical operations role.
- Data analysis: can write basic SQL queries to look up a record, check state, and compare results. Can review and understand existing reports.
- Comfortable in a terminal. Can follow a runbook that uses scripts, curl or API calls, and log lookups. Willing to learn what you haven't used.
- Clear written English for tickets, incident updates, and handoffs.
- Methodical and calm under pressure. Follows the process, documents what you did, and knows when to escalate rather than guess.
- Willing to work rotational on-call and off-hours shifts.

Preferred

- Experience with helpdesk and ticketing tools (such as Jira) and incident tools (FireHydrant, PagerDuty).
- Basic Python or shell scripting.
- Monitoring or log tools (Grafana, Loki, ELK, CloudWatch).
- Familiarity with SQL Server, Postgres, or AWS basics.
- US healthcare payer data or claims workflows (837/835, audit, payment integrity, letters).
- Hands-on use of AI assistants (Claude) to run and check routine tasks.

Equal Employment Opportunity 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 I (Bengaluru)
🏢 Machinify India
📍 Bengaluru