Support Engineer

Runlayer • New York, NY

1d

About The Position

As Runlayer’s founding Support Engineer, you will serve as the technical frontline for enterprise customers deploying Runlayer across their engineering organizations. You will work directly with customers through Pylon, Slack, and Teams to triage and resolve issues involving the control plane, connectors, OAuth flows, deployment configurations, and AI client integrations. You will build the support playbook from the ground up and act as a bridge between customers and engineering.

The role offers the opportunity to own the support function end to end, work closely with the engineers who built the platform, and use AI tooling in daily work. Runlayer describes its platform as supporting MCPs, Skills, and Agents with security, governance, and observability for enterprise AI adoption.

Requirements

• 3–5 years of experience 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 infrastructure and AI systems such as agents and identity.
• Ability to debug across the stack, including reading Python and TypeScript, querying PostgreSQL, tracing HTTP requests, and interpreting Kubernetes pod logs.
• Familiarity with enterprise identity, including SSO, SCIM, and OAuth, and cloud infrastructure; AWS is preferred, including EKS/ECS, CloudWatch, and VPCs.
• Experience running support in Pylon and over Slack or Teams.
• Use of MCPs and AI tools daily to do real work.
• A strong focus on customer satisfaction and willingness to go above and beyond.
• Excellent written communication, with clear and concise explanations for engineers and IT administrators.
• A zero-to-one mindset and comfort defining 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.
• Experience building 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 accelerate triage, including diagnostic agents, log query templates, and reproduction workflows.
• Guide enterprise teams through onboarding, including initial setup, SSO and SCIM, connector activation, and policy configuration.
• Create the knowledge base from scratch, including runbooks, troubleshooting guides, and customer-facing documentation for deployment patterns such as EKS, ECS, Helm, and Terraform.
• Manage escalations by debugging issues directly where possible and providing Platform, SRE, or Identity engineers with clear reproduction steps when further help is needed.
• Work with product and engineering to turn recurring tickets into documentation improvements, product fixes, and self-serve workflows.
• Learn and share new features as they ship each week with customers and the internal team.

Benefits

• Competitive salary and equity.
• Paid vacation, paid sick leave, and paid parental leave.
• Professional development budget for conferences, courses, and certifications in AI, enterprise software, and customer success.
• Choice of laptop and accessories.
• Comprehensive health, dental, and vision coverage.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed