Support Engineer

Runlayer

44d•Remote

About The Position

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.

Requirements

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.

Nice To Haves

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.

Responsibilities

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.