Head of Support Engineering

Arcade.dev; San Francisco (CA); On-site; USD 205,000 - 250,000; Full time

Job summary

Arcade.dev is shaping the future of AI agents and enterprise security. We are hiring a mission-driven leader to build and scale a first-class support function for a product that enables agentic actions in Fortune-100 environments.

You’ll stand up L0–L4 support, own the L2 escalation, and grow a world-class team. Expect hands-on technical work, strong collaboration with Product and Engineering, and a path to scale with marketplace deployments.

Qualifications

• Built or led a technical, B2B support team with ownership of customer outcomes.
• Strong experience with infrastructure, authentication, and APIs to debug with customers.
• Player-coach who can combine hands-on support with process building.
• Tracks SLAs, ticket routing, and escalation balancing customer empathy with business needs.
• Background in developer, infrastructure, or auth products within MCP/AI agents.
• AI-first approach with emphasis on automation and fast iteration.

Responsibilities

• Build the support function from scratch across L0–L3 and define SLAs.
• Own L2 support and act as escalation point for technical issues.
• Grow and lead the team, setting a high technical standard for support.
• Automate aggressively so support scales with customer count.
• Partner with FDE and eventually onboard cluster setup for deployments.
• Collaborate with Product and Engineering to feed back improvements.

Skills

Leadership experience

Technical fluency

OAuth/SAML understanding

Customer support design

SLA and escalation design

AI/automation mindset

Tools

Pylon

Job description

Everyone's building AI agents, but almost nobody gets them to production.
Building an impressive demo is easy. Building an AI agent that can securely take action inside enterprise systems is hard. The moment an agent accesses customer data, executes a workflow, or makes changes on behalf of a user, authorization, governance, and trust become the real engineering challenge.

The Revolution Needs You

Every AI app needs agentic "tools" - special functions that let AI models take real actions. Without tools, AI can only chat. With tools, AI can actually do things. We're building the definitive tools catalog and tool-calling platform that will unlock AI's true potential. Think Zapier for AI Actions. Think Auth0 for AI. Think really big.

Why This Is The Opportunity of a Lifetime

• Traction: Real deployments with Fortune-100 customers like Morgan Stanley and Open Table
• Founder-Market Fit: Our CEO previously founded Stormpath (acquired by Okta), where he created the first Authentication API for developers. He's done this before - and this time the market is 10x bigger. Our CTO led the vector database team at Redis, shipped 100+ LLM applications, and is a contributor to LangChain and LlamaIndex. He knows this space better than anyone.
• Dream Team: We've assembled authentication, integrations, distributed systems, and AI experts from Okta, Redis, Microsoft, Splunk, Ngrok, Google, Airbyte, Disney, and HPE who've built and founded multiple successful developer platforms.
• Perfect Timing: Every enterprise is racing to put agents in production - almost none get there. The problem isn't better models, it's proving which agent can take which action, on behalf of which user, against which system. That's us.
• Massive Market : We're building critical infrastructure for the biggest technological shift of our generation. Every AI app will need what we're building.
• Backed By The Best: Our Series A round is led by SYN Ventures, with strategic investment from Morgan Stanley and Wipro. Our earlier investors have also backed Databricks, Clickhouse, MongoDB, Perplexity, Cohere, ScaleAI, Confluent, Elastic, and Firebase. They see what we see - this is going to be huge.

The Challenge

The number of deployed Arcade customers is growing rapidly, and after a deployment goes live, someone needs to own everything that happens next. Right now that's ad hoc. We need a leader to build our support function from zero - on a product that looks nothing like typical SaaS. To help a customer succeed, you’ll need to understand MCP, OAuth, SSO, tool-calling, and cloud infrastructure. Nobody has been debugging agent authorization at enterprise scale long enough to write the playbook for it. That bar is why Arcade is becoming core infrastructure inside Fortune-100 companies, and it's why this role matters more here than it would anywhere else.

You’ll be our first support hire and own the team’s growth and processes. For the first several months you’ll be doing the L2 support work yourself while you grow the team and build the function. That’s how you’ll earn the pattern recognition that makes everything you design afterward correct instead of theoretical. This will include not only helping customers, but also improving our docs, configuring agentic support & automations, setting SLAs, and defining escalation paths that let the team scale sub-linearly as customers grow. Do it right and support becomes a product in its own right - fast, technical, and a direct input into what we build next. You’ll be reporting to the Head of Product because you'll have some of the strongest signals about what we should build next and we want you sitting right inside the conversation.

What You’ll Do

• Build the support function from scratch: stand up L0 (docs), L1 (AI & automations), and define the routing, SLAs, and escalation paths up to FDE (L3) and Engineering (L4).
• Own L2 support: be the human escalation point for real technical issues - Okta/SSO not working, tools not getting called correctly by the LLM, gateway and user-source configuration, auth edge cases.
• Grow and lead the team. Use your experience to scale a world-class support org that customers rave about and sets the technical bar for what a support organization looks like.
• Automate aggressively so support does not need to scale with customer count. An AI-first approach is central to how you'll work.
• Partner with FDE: take over as primary customer contact after first deployment so FDE can move to the next customer; over time, absorb "standard" onboarding and cluster setup - especially for marketplace (AWS/Azure) deployments to make that experience seamless.
• Close the loop with Product and Engineering: turn recurring tickets and friction into prioritization signal and product fixes.

Required Skills

• You've built or led a support team for a technical, B2B product.
• Strong technical fluency in infrastructure and auth - OAuth, SSO/SAML, APIs and tool-calling, cloud deployment concepts. You can debug alongside a customer, not just triage.
• A player-coach mindset: energized by doing hands-on support with customers and building the process behind it.
• Track record designing SLAs, ticket routing, and escalation in a way that balances customer empathy with business reality.
• Background in developer, infrastructure, or auth products, and the MCP/AI-agents ecosystem.
• AI-pilled: you reach for AI and automation to move fast and keep the customer experience quick.

Bonus Points

• Experience supporting self-hosted enterprise customers.
• Hands-on with modern support tooling like Pylon.
• Experience with cloud marketplace deployments (AWS/Azure).
• San Francisco based (or open to relocating).

Join The Movement

We're not just building a product - we're leading a movement to transform AI from just chatbots to agents that can take actions against real systems. This is your chance to be at the frontot of that revolution.

Compensation And Benefits

This role offers a competitive salary, equity, and benefits. Compensation is aligned with the range below and determined based on a candidate's background, experience, and performance.

Salary Range

$205,000-250,000 USD