Head of Support Engineering
ArcadeAI Product company
San Francisco, United StatesManager
Canaan Partners
Forerunner Ventures
Software Engineering
About the role
TL;DR
Build and lead Arcade's support engineering function, owning L2 support and driving automation.
- •Arcade is seeking a Head of Support Engineering to build and lead their support function from scratch.
- •This role involves owning L2 support, growing and leading the team, and automating support processes with an AI-first approach.
- •Key Responsibilities Build the support function from scratch, including L0, L1, and defining escalation paths.
- •Own L2 support for technical issues related to Okta/SSO, tool calling, and auth edge cases.
- •Grow and lead a world-class support organization.
- •Automate support processes aggressively using AI and other tools.
- •Requirements Experience building or leading a support team for a technical, B2B product.
- •Strong technical fluency in infrastructure and auth (OAuth, SSO/SAML, APIs, tool-calling).
- •Player-coach mindset with hands-on support experience and process building.
- •Track record designing SLAs, ticket routing, and escalations.
- •Background in developer, infrastructure, or auth products, and the MCP/AI-agents ecosystem.
Required skills
OAuthSSOLLMsLangChainPythonJavaScriptTypeScriptAWSAzureLinuxGitJiraSlack
Domain expertise
developer-toolsai
Tech stack
PythonJavaScriptTypeScriptOAuthSSOAWSAzureLLMsLangChainGitLinuxJiraSlack