Location: Remote (India) | Full-time | Night shift (US hours coverage)

About Interactly.ai

Interactly.ai is transforming healthcare operations with AI-powered automation across scheduling, lab follow-ups, eligibility checks, prior authorization, insurance verification, and more. Our multimodal AI agents work across voice, email, chat, fax, and EHR integrations—improving patient access, reducing staff burden, and accelerating care delivery. We already serve 2,000+ physicians and healthcare providers, delivering measurable outcomes such as 20–30% fewer no-shows and thousands of staff hours saved

Role Overview

We’re hiring a Night Shift Site Reliability & L2 Support Engineer to be the first responder when US clients report issues overnight (IST). You will triage incidents, stabilize services, scale resources, perform first-line debugging across voice, backend, and infra layers, and drive crisp handoffs to onshore/offshore teams.

Key Responsibilities

• Incident first response (L2): Acknowledge alerts/tickets, validate impact, check recent deployments, identify blast radius, and execute standardized mitigations.
• Stabilize & scale: Adjust autoscaling/instances, recycle unhealthy pods/services, clear stuck queues, and apply safe config toggles/feature flags.
• Voice pipeline checks: Verify call flows, SIP/SPI trunks, WebSocket audio paths, STT/TTS health, latency/jitter, and media server status.
• Observability & runbooks: Use dashboards, traces, and log queries to diagnose; update runbooks/KBs with fixes and post-incident notes.
• Escalation & comms: Follow severity matrix, page the right owner (AI/Backend/DevOps) when needed, and post clear status updates to Slack/Jira.
• Change execution: Run safe, pre-approved changes (config updates, blue/green flips, cache purges, queue drains, canary rollbacks).
• Quality & compliance: Handle PHI carefully; follow access controls and evidence capture for audits (SOC2/HIPAA practices).

Qualifications

• Production ops: 2–5 years in SRE/DevOps/L2 support for cloud-native, customer-facing systems.
• Cloud: Solid with AWS (EC2/EKS/ECS, ALB/NLB, S3, CloudWatch, IAM).
• Containers & CI/CD: Docker, Kubernetes fundamentals, rollouts/rollbacks; comfort with Git-based releases.
• Observability: Hands-on with tools like Datadog/Grafana/Prometheus and log stacks (e.g., ELK/CloudWatch Logs). Able to craft quick queries and build useful alerts.
• Networking basics: DNS/TLS, load balancers, health checks, rate limiting, webhooks, WebSockets.
• Incident management: Familiar with on-call etiquette, severity/priority definitions, and writing concise incident timelines.
• Communication: Clear written English for client-facing updates and internal handoffs.

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Primary coverage: Align to US business hours 9:00 pm – 6:00 am IST

Why Join Interactly.ai?

• Mission-driven: Transforming healthcare access with AI that matters.
• Growth stage: Be part of our journey from Seed → Series A and beyond.
• Global exposure: Collaborate across India and US teams.
• Ownership: High-impact roles with autonomy and learning.

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Let's talk at careers@interactly.ai

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