Arcade AI Head of Support Engineering role to build and lead the support function for Arcade AI’s MCP runtime product. Responsible for ensuring customer success with AI agents acting securely inside enterprise systems.
Responsibilities
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.
Qualification
A player-coach mindsetTrack record designing SLAsBackground in developerAI-pilledJoin The Movement
Required
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.
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 forefront of that revolution.
If you want to look back in 5 years and say, "I helped build that", then we want to talk to you. Ready to make AI actually useful? Apply now!
