Founding Support Engineer

TrueFoundry; New York (NY); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Health insurance

401(k) retirement plan

Flexible hybrid work

Lunch and snacks provided

Office/networking mobility

Job summary

TrueFoundry is seeking a Founding Support Engineer to join the team and be the first line of response for enterprise customers hitting production AI stack issues.

You will troubleshoot MCP proxy scaling, RBAC/SSO configs, Gateway sizing, and guardrails across finance, healthcare, and more, building runbooks and contributing to knowledge base. The role blends hands-on infrastructure with incident response in a fast-growing Series A startup.

Qualifications

• Experience reading logs and debugging production infrastructure.
• Familiarity with Kubernetes and at least one major cloud.
• Strong written communication and ability to document issues clearly.
• Ability to own tickets end-to-end and drive resolution.

Responsibilities

• Be the first and trusted line of response for enterprise customers in production.
• Triage and troubleshoot infrastructure issues (Gateway sizing, MCP proxy scaling, RBAC/SSO).
• Own incidents and provide reproducible bug reports to engineering.
• Contribute to internal knowledge base and runbooks for faster future resolutions.
• Support on-call during incidents and maintain escalation discipline.

Skills

Logs analysis

Distributed systems

Incident management

Customer communication

Tools

Kubernetes

RBAC

SSO

Job description

About TrueFoundry

Every production AI system whether it's powering customer support, writing code, analyzing financial data, or diagnosing medical conditions needs the same foundational infrastructure.A way to route between models. A way to manage tools and integrate them securely. A way to orchestrate agents and enforce governance. A unified compute layer to run it all.

That infrastructure layer is being built right now.

We are looking for a Founding Support Engineer to join the team.

The Problem We're Solving

Companies are moving beyond simple chatbots to production agentic systems. These systems route between OpenAI, Anthropic, Google, and self-hosted models. They integrate dozens of tools via protocols like MCP. They orchestrate multi-agent workflows where agents coordinate with other agents.

The infrastructure to support this doesn't exist yet. You can't just duct-tape together a few API calls and call it production-ready.

You need a control plane that handles:

• Intelligent routing with observability, cost policies, and fallback logic
• Centralized tool and MCP server management with security and lifecycle controls
• Agent orchestration with governance and guardrails
• A unified compute layer to run self-hosted models, custom tools, and agents

AI Gateway is the control plane five composable components (Prompts, LLM Gateway, MCP Gateway, Guardrails, Agent Gateway) that handle routing, orchestration, and governance.

We're Series A, backed by Intel Capital and Sequoia. Companies like CVS, Mastercard, Siemens, Paytm, Synopsys, and Zscaler run production AI workloads on our platform.

About Role

As a Support Engineer, you are the person these teams call when their production AI stack hits a wall. You are not answering how-to tickets for a SaaS tool. You are debugging MCP proxy scaling issues, RBAC and SSO configs, Gateway sizing, and guardrail behavior for engineering teams at some of the most sophisticated companies in the world, across finance, healthcare, retail, and more. Few support roles anywhere put you this close to how enterprise AI actually gets built and run.

What you will do

• Be the first and most trusted line of response when enterprise customers hit issues in production, across severities from routine questions to P0 incidents.
• Get hands‑on with real infrastructure problems, Gateway configuration, MCP proxy scaling, RBAC and SSO, guardrails, sizing, not surface‑level troubleshooting.
• Own tickets to actual resolution, not just closure, and know the difference.
• Triage and file issues to engineering with clean, reproducible detail when a fix needs to go deeper than support.
• Build and contribute to the internal knowledge base and runbooks, so the next ticket like this one gets solved faster.
• Work inside the escalation and priority process, and hold the line on incident response coverage.

What success looks like

• Responsiveness and resolution: first response time against SLA tiered by severity (P0 through P3), time to resolution by severity, and keeping the backlog of aging tickets under control.
• Quality of resolution: high first contact resolution rate, low reopen rate, strong CSAT on resolved tickets, and an escalation rate that reflects real complexity rather than gaps in troubleshooting.
• Technical depth: a track record of finding actual root cause on infra issues rather than patching symptoms, clean and reproducible bug reports handed to engineering, and real contributions to the knowledge base and runbooks.
• Team and process health: consistent adherence to the escalation and tiering process, reliable on‑call and incident coverage, and documentation that holds up under peer review.

Who we're looking for

• Someone who can read logs, reason about distributed systems, and stay calm inside a live incident. Comfortable with Kubernetes and at least one major cloud.
• Some exposure to LLMs, agents, or ML pipelines in production is a strong plus, you will pick up the rest fast if the fundamentals are there.
• Clear written communication matters as much as technical chops, since a lot of trust is built through how you write up a ticket.

Traits we are looking for: Ownership, ability to execute, hustle and think out of the box, data driven decision making, be comfortable with more unknowns than knowns.

Perks of Working at TrueFoundry

• Join a fast-growing Series A, Bay Area-based startup building cutting‑edge AI infrastructure.
• Comprehensive health insurance for you and your family, including medical, dental, and vision coverage.
• 401(k) retirement plan.
• Flexible hybrid work, 2 days a week in the office (Tuesday & Wednesday), with flexibility around the schedule.
• Lunch and snacks are on us whenever you come into the office.
• Work from another TrueFoundry office for up to 1 month each year, whether that's our London or India office, if you'd like a change of scenery.