Support Engineer

Job Summary

As the founding Support Engineer in a full-time hybrid role, the successful candidate will manage technical support for enterprise customers deploying Runlayer, resolving issues across various platforms and building the support playbook from the ground up.

Key responsibilities

• Work directly with customers in Pylon, Slack, and Teams to triage and resolve technical issues across the control plane and deployments
• Guide enterprise teams through onboarding processes, including setup, SSO, and policy configuration
• Build and maintain a knowledge base, including runbooks and troubleshooting guides for common deployment patterns

Required qualifications

• 3-5 years in technical support or customer-facing engineering at SaaS or developer-tools companies
• Strong technical depth in enterprise infrastructure and AI systems, including debugging across the stack
• Familiarity with enterprise identity protocols (SSO, SCIM, OAuth) and cloud infrastructure (preferably AWS)
• Experience using Pylon and communication tools like Slack or Teams for support
• A proactive approach to customer satisfaction and a zero-to-one mindset for defining workflows