Support Engineer

ABOUT RUNLAYER AI is transforming how every company operates, but most enterprises are stuck. They want to move fast with AI Agents, tools, and workflows, but they can't do it safely. We're fixing that. Our team built AI Actions for OpenAI, shipped Zapier Agents to millions of users, and launched the first remote MCP server with Anthropic. We helped establish the protocol, and now we're building the platform enterprises need to actually put MCP to work. Runlayer is one platform for MCPs, Skills, and Agents: purpose-built security, fine-grained governance, and complete observability so organizations can go all-in on AI across the entire company without the risk. We just raised a $30M Series A led by Felicis, with participation from Khosla Ventures, bringing our total raised to $42M. Already trusted by Gusto, Instacart, Opendoor, dbt Labs, Cursor, and Decagon. We're a team of 35, mostly engineers, shipping fast. Agent operators on Runlayer grew 5x in four weeks while human operators stayed flat. The shift to agentic work is already showing up in our own usage. ABOUT THE ROLE As the founding Support Engineer at Runlayer, you'll be the technical frontline for enterprise customers deploying Runlayer across their engineering orgs. You'll work directly with customers in Pylon, Slack, and Teams to triage and resolve issues across the control plane, connectors, OAuth flows, deployment configs, and AI client integrations, and you'll build the support playbook from scratch as the bridge between customers and engineering. WHY YOU'LL THRIVE HERE Impact: Be the first support hire and the face of Runlayer to every enterprise customer in production. Excellence: Work closely with the engineers who built the platform, and use AI tooling daily to do the job. Ownership: Own the support function end to end, from triage and runbooks to the fixes that kill recurring tickets. WHAT YOU'LL DO - Work directly with customers in Pylon, Slack, and Teams to triage and resolve technical issues and bugs across the control plane, MCP connectors, OAuth, and deployments. - Use AI and MCP tooling to triage faster: diagnostic agents, log query templates, and reproduction workflows. - Guide enterprise teams through onboarding: first setup, SSO and SCIM, connector activation, and policy configuration. - Build the knowledge base from zero: runbooks, troubleshooting guides, and customer-facing docs for common deployment patterns (EKS, ECS, Helm, Terraform). - Manage escalations: debug what you can, and pull in Platform, SRE, or Identity engineers with clear reproduction steps when you can't. - Close the loop with product and engineering: turn recurring tickets into doc fixes, product fixes, and self-serve flows. - Learn and share new features as they ship each week, both to customers and across the team. WHAT WE'RE LOOKING FOR - 3-5 years in technical support, solutions engineering, or customer-facing engineering at SaaS or developer-tools companies. - An infrastructure support background, or strong technical depth in enterprise infra and AI systems like agents and identity. - Debugging fluency across the stack: you read Python/TypeScript, query PostgreSQL, trace HTTP requests, and interpret Kubernetes pod logs. - Familiarity with enterprise identity (SSO, SCIM, OAuth) and cloud infrastructure (AWS preferred: EKS/ECS, CloudWatch, VPCs). - Experience running support in Pylon and over Slack or Teams. - AI-native workflow: you use MCPs and AI tools daily to do real work - A drive to put customer satisfaction first and go above and beyond. - Excellent written communication: clear, concise explanations for both engineers and IT admins. - Zero-to-one mindset: comfortable defining your own SLAs, triage workflows, and escalation paths. BONUS QUALIFICATIONS - Hands-on experience with MCP and how agents call tools in production. - Experience supporting security-critical or compliance-driven enterprise deployments. - Built support tooling or self-serve flows that measurably redu