Senior Product Support Engineer, AI

Job Description

We Breathe Life Into DataAt Komodo Health, our mission is to reduce the global burden of disease. And we believe that smarter use of data is essential to this mission. That’s why we built the Healthcare Map — the industry’s largest, most complete, precise view of the U.

S. healthcare system — by combining de-identified, real-world patient data with innovative algorithms and decades of clinical experience. The Healthcare Map serves as our foundation for a powerful suite of software applications, helping us answer healthcare’s most complex questions for our partners. Across the healthcare ecosystem, we’re helping our clients unlock critical insights to track detailed patient behaviors and treatment patterns, identify gaps in care, address unmet patient needs, and reduce the global burden of disease.

As we pursue these goals, it remains essential to us that we stay grounded in our values: be awesome, seek growth, deliver “wow,” and enjoy the ride. At Komodo, you will be joining a team of ambitious, supportive Dragons with diverse backgrounds but a shared passion to deliver on our mission to reduce the burden of disease — and enjoy the journey along the way.

The Opportunity at Komodo Health: At Komodo Health, we are on a mission to reduce the global burden of disease. This senior role is at the forefront of applying next-generation AI to complex healthcare challenges. You will become the leading expert on Marmot, our new AI platform built on frontier AI models – in addition to other products as needed, ensuring it delivers reliable and trustworthy insights from our industry-leading healthcare map.

Team: The Customer Support team ensures client success through expert technical support. As the Tier 3 lead for AI, you will pioneer the support function for this new technology, establishing new diagnostic methodologies for a product built on a foundational LLM and mentoring a global team on its complexities. Mission: Your mission is to elevate the technical expertise of the entire Customer Support organization.

As a senior leader, you will orchestrate critical service incidents, mentor our global team, and solve our most complex escalations. You will work cross-functionally with our retention, data, product and engineering teams to unblock and move customers forward.

You will pioneer a new level of value by establishing deep customer trust in our AI-driven products, acting as the ultimate data detective to validate their outputs and bring an unprecedented level of data expertise to our customers. Looking back on your first 12 months at Komodo Health, you will have accomplished…Established deep trust in Marmot’s outputs by becoming the go-to expert for validating and explaining the data behind any AI-generated insight, effectively becoming the human “source of truth. “Taken full ownership of the new incident management program, driving its maturity and adoption across the organization, and demonstrably improving key metrics like Mean Time to Resolution (MTTR).

Created a robust feedback loop that translates complex data investigations and reported AI behaviors into clear, actionable recommendations for our Product and Engineering teams. Elevated the technical capabilities of the global support team through direct mentorship, the development of new troubleshooting playbooks, and by leading knowledge-sharing sessions. These are the essential job duties you will be responsible for …Lead deep-dive data investigations to validate or disprove AI-generated outputs using expert-level SQL and Python, tracing insights back to the source data in our Healthcare Map.

Own, operate, and continuously improve the enterprise-wide incident management program, facilitating post-mortems and ensuring preventative measures are implemented. Triage and analyze complex product behaviors to differentiate between data discrepancies, prompt-related issues, and potential bugs in the underlying model or application. Serve as the primary technical support liaison to the AI/ML Engineering and Product teams, providing structured feedback and analysis on model performance in real-world customer scenarios.

Architect and build out our knowledge base with content focused on data validation techniques and troubleshooting methodologies for the Marmot platform. What you bring to Komodo Health (required):Expert-level proficiency in SQL for querying and analyzing complex, large-scale relational databases. Deep familiarity with the US healthcare data ecosystem (e.

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