{"id":3995440,"url":"https://alion.io/job/goveagle-founding-customer-success-engineer","title":"Founding Support Engineer","company":{"id":2070,"name":"GovEagle","domain":"goveagle.com","url":"https://alion.io/company/goveagle","size_band":"11-50","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":null},"role":"Support","role_family":"Support","seniority":"middle","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["New York, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":130000,"max":165000,"currency":"USD","period":"year","gross":null,"usd_annual":165000},"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AWS","optional":false},{"name":"FedRAMP","optional":false},{"name":"Microsoft Entra ID","optional":false},{"name":"Okta","optional":false},{"name":"SharePoint","optional":false},{"name":"SQL","optional":false},{"name":"AI Agents","optional":true},{"name":"CMMC","optional":true},{"name":"SOC 2","optional":true}],"status":"live","first_seen_at":"2026-11-09T23:17:30Z","employer_posted_date":"2026-11-09","last_verified_at":"2026-11-13T19:26:36Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"Why We Need You\nDefense primes and top federal integrators run their RFP lifecycle on GovEagle inside FedRAMP and AWS GovCloud, from our web app, Word, and SharePoint. As we've grown (5x revenue, 10x DAU), so has our support inbox: SSO logins, SharePoint connections, Office add-in issues, and security questionnaires. Most of it needs no code, but today our founders answer it, and answering in minutes is a big reason customers love us.\nWe are hiring our first Support Engineer to own that work. You'll answer fast, debug to the root cause, fix what can be fixed through configuration and admin tools, hand engineers a ticket they can act on immediately when it can't, and close the loop with every customer. When a deal needs technical depth, you'll step into pre-sales as our solutions engineer. As the team grows, this role grows into leading support.\nWhat You'll Do\nOwn the support queue, fast. Customers hear from you in minutes: our standard is a first reply within 10 minutes during business hours. Then own every item until it is fixed and the customer has confirmed it.\n\nDebug to the root cause. SSO and Okta logins, SharePoint and Microsoft 365 connections, Office add-in issues, and file processing, using logs, admin consoles, and our data.\n\nResolve without engineering when you can. Configuration, feature flags, account setup, workarounds. Otherwise, reproduce it and write a Linear ticket an engineer can act on right away.\n\nRun technical onboarding. Set up SSO and SharePoint with customer IT teams for new accounts and pilots.\n\nStep into pre-sales. Join sales on technical deep dives, demos, and security reviews with prospects, and get pilots technically ready so they start fast.\n\nBuild the knowledge base and close the loop. Help articles, runbooks, a security-questionnaire answer kit, and a weekly readout to engineering on what is breaking and why.\n\nWhat We're Looking For\n3+ years in technical support, solutions engineering, or implementation at a B2B software company, including demos or technical evaluations with customers.\n\nHands-on with identity and Microsoft: Okta or Entra ID, SSO (SAML and OIDC), and SharePoint and Microsoft 365 administration.\n\nComfortable reading logs, writing SQL, and calling APIs; you can read code even if you don't write it every day.\n\nYou use AI tools to investigate and write faster, and you know where not to trust them.\n\nYou write clearly enough that a customer and our engineers both act on the same message.\n\nYou own follow-ups without being asked; team lead experience is a plus.\n\nU.S. citizen (required): this role works inside customer environments subject to export controls.\n\nAble to work in person in New York City four days a week.\n\nNice to have: Enterprise security reviews (FedRAMP, CMMC, SOC 2), Microsoft GCC High, Office add-ins. No GovCon background needed; we'll teach you the domain.\nWhat success looks like in your first 90 days\n30 days: Answering the queue alongside the founders; you've handled each of our ten most common issue types end to end.\n\n60 days: You own the queue and the founders are out of first response; runbooks for logins and SharePoint are live; you've joined your first prospect demos.\n\n90 days: Most issues resolved without engineering, first replies within 10 minutes in business hours, and a knowledge base and security answer kit for our common questions.\n\nAbout GovEagle\nGovEagle's AI platform helps government contractors win more work. Our AI agents dramatically reduce RFP response times by helping teams shred requirements, build compliance matrices, deliver exhaustive outlines, and draft compelling narratives. We're well capitalized ($10M from Y Combinator, Strategic Cyber Ventures, Sorenson Capital, and others) and based in NYC. Benefits: medical, dental, and vision insurance; 401(k); generous PTO.\nHow we hire: a founder conversation, a hands-on exercise with real (anonymized) customer tickets and a short demo, and a half-day onsite. About two weeks start to finish. Don't meet every qualification? Apply anyway.\nWhy Join Us\nHigh ownership: we hire smart people and get out of the way.\n\nAI-native: get deep on the frontier of AI agents, in the product and in how we work.\n\nCustomer love: work directly with customers who are getting real value.\n\nTeam: we're in person in NYC. Here we are at the holiday party.","description_format":"text","description_chars":4331,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Vision insurance"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Machine Learning","Custom Software Development"],"lifecycle":[{"event":"open","at":"2026-11-10T01:05:59Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":2,"expected_fill_days":24,"reasons":["seen:2","velocity","win:early"],"computed_at":"2026-11-12T10:38:37Z"},"pay":{"stated_usd_annual":165000,"is_top_pay":true},"html_url":"https://alion.io/job/goveagle-founding-customer-success-engineer","json_url":"https://alion.io/job/goveagle-founding-customer-success-engineer.json","meta":{"generated_at":"2026-11-13T19:35:30Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":39083,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-14T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2070},"rest":"https://alion.io/mcp/rest/get_company?id=2070"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fgoveagle-founding-customer-success-engineer"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"free","price":{"credits":0,"usd":0},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fgoveagle-founding-customer-success-engineer"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fgoveagle-founding-customer-success-engineer"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/goveagle-founding-customer-success-engineer\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fgoveagle-founding-customer-success-engineer"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3995440}},{"tool":"search_jobs","arguments":{"company":"goveagle.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3995440},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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