Support Engineer

Runlayer; New York (NY); Hybrid; USD 110,000 - 180,000; Full time

Benefits offered by this job

Competitive salary and equity

Paid time off

Professional development

Top-tier equipment

Health benefits

Customer interaction opportunities

Job summary

Runlayer is seeking a founding Support Engineer to be the technical frontline for enterprise customers deploying Runlayer across their engineering orgs. You’ll triage issues via Pylon, Slack, and Teams and collaborate with engineering to implement fixes and build the support playbook from scratch.

You’ll own onboarding, triage workflows, and documentation, using AI tools daily to resolve complex problems and improve customer experiences.

Qualifications

• 3–5 years in technical support or solutions engineering at SaaS or developer-tools companies.
• Strong infra and AI systems background.
• Fluency debugging across the stack: Python/TypeScript, PostgreSQL, HTTP traces, and Kubernetes logs.
• Familiarity with enterprise identity (SSO, SCIM, OAuth) and cloud infra (AWS, EKS/ECS, CloudWatch).
• Experience running support in Pylon and over Slack or Teams.
• AI-native workflow: you use MCPs and AI tools daily to do real work.
• Excellent written communication: clear, concise explanations for engineers and IT admins.
• Zero-to-one mindset: comfortable defining SLAs, triage workflows, and escalation paths.

Responsibilities

• Triage and resolve issues with customers in Pylon, Slack, and Teams across the control plane and deployments.
• Use AI and MCP tooling to triage faster: diagnostic agents, log templates, and reproduction workflows.
• Guide enterprise onboarding: SSO, SCIM, connector activation, and policy configuration.
• Build the knowledge base: runbooks, troubleshooting guides, and customer-facing docs for deployment patterns.
• Manage escalations: involve Platform, SRE, or Identity engineers with clear steps when needed.
• Close the loop with product and engineering: convert recurring tickets into docs and self-serve flows.
• Learn and share new features weekly with customers and the team.

Skills

SaaS support

Python

TypeScript

PostgreSQL

Kubernetes

Customer communication

Education

B.S. in Computer Science or related field

Tools

Pylon

Slack

Teams

OAuth

Terraform

AWS (EKS/ECS)

Job description

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 AI 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, and Decagon.

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 reduced ticket volume.

What We Offer

We provide a competitive package designed to attract and retain top talent who can work effectively with enterprise customers.

• Competitive salary and equity — compensation that reflects your expertise and customer-facing responsibilities.

• Paid time off — paid vacation, paid sick leave, and paid parental leave.

• Professional development — budget for conferences, courses, and certifications in AI, enterprise software, and customer success.

• Top-tier equipment — your choice of laptop and accessories to create your ideal work environment.

• Health benefits — comprehensive health, dental, and vision coverage.

• Customer interaction opportunities — work directly with innovative companies and see the immediate impact of your work.