Support Engineer
RunlayerEnterprise AI company
New York, United StatesMid
Khosla Ventures
Felicis
NorthBridge PE
Software Engineering
About the role
TL;DR
Provide technical support for enterprise customers deploying Runlayer.
- •As the founding Support Engineer at Runlayer, you'll be the technical frontline for enterprise customers deploying Runlayer across their engineering orgs.
- •Key Responsibilities Work directly with customers in Pylon, Slack, and Teams to triage and resolve issues.
- •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.
- •Manage escalations: debug what you can, and pull in Platform, SRE, or Identity engineers with clear reproduction steps when you can't.
- •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.
Required skills
PythonPostgreSQLAWSKubernetesOAuthSSOSlackCustomer Service
Domain expertise
developer-tools
Benefits & perks
Competitive salary and equity, Paid time off, Professional development, Top-tier equipment, Health benefits, Customer interaction opportunities
Tech stack
PythonTypeScriptPostgreSQLKubernetesAWSEKSECSOAuthSSOSlack