Founding Support Engineer

Socotra, Inc.; New York (NY); Hybrid; USD 120,000 - 180,000; Full time

Benefits offered by this job

Health insurance

401(k)

Flexible hybrid work

Lunch and snacks

Work from another TrueFoundry office

Job summary

TrueFoundry is seeking a Founding Support Engineer to be the frontline for enterprise customers using our AI infrastructure stack. You will diagnose production issues, configure RBAC/SSO, size Gateways, and ensure guardrails are respected for top clients across finance, healthcare, and more.

You will work closely with engineering to reproduce problems, triage severity, and drive incident resolution while building scalable runbooks and a knowledge base for faster future responses.

Qualifications

• Experience debugging production infrastructure and incident response.
• Familiarity with Kubernetes and at least one major cloud platform.
• Strong written communication and ability to triage issues with reproducible steps.

Responsibilities

• Be the first line of response for enterprise production issues across severities.
• Triage issues and file reproducible bug reports to engineering.
• Own resolution of incidents and contribute to runbooks and knowledge base.
• Escalate to engineering with clear detail when fixes are needed.

Skills

Read logs

Distributed systems

Kubernetes

RBAC

SSO

Guardrails

Incident response

MCP Gateway

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.