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.

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.

Support Engineer

Responsibilities

Qualification

Required

Benefits

Company

Runlayer

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