{"id":3118888,"url":"https://alion.io/job/runlayer-support-engineer","title":"Support Engineer","company":{"id":686660,"name":"Runlayer","domain":"runlayer.com","url":"https://alion.io/company/runlayer","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"B","score":80,"open_postings":20,"ghost_share":0.25,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":83,"computed_at":"2026-10-23T05:54:15Z"}},"role":"Support","role_family":"Support","seniority":"middle","employment_type":"full_time","work_mode":"hybrid","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":null,"salary_estimate":{"min_usd":66000,"max_usd":133000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":438},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AI Agents","optional":false},{"name":"Amazon CloudWatch","optional":false},{"name":"Amazon ECS","optional":false},{"name":"Amazon EKS","optional":false},{"name":"Anthropic","optional":false},{"name":"AWS","optional":false},{"name":"Helm","optional":false},{"name":"Kubernetes","optional":false},{"name":"Model Context Protocol","optional":false},{"name":"OpenAI","optional":false},{"name":"PostgreSQL","optional":false},{"name":"Python","optional":false},{"name":"Slack","optional":false},{"name":"Terraform","optional":false},{"name":"TypeScript","optional":false},{"name":"Zapier","optional":false}],"status":"live","first_seen_at":"2026-10-22T21:25:53Z","employer_posted_date":"2026-10-22","last_verified_at":"2026-10-23T08:18:57Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":0,"flags":["company_stale"],"days_open":0},"description":"About Runlayer\nAI is transforming how every company operates, but most enterprises are stuck. They want to move fast with AI Agents, tools, and workflows, but they can't do it safely. We're fixing that.\nOur team built AI Actions for OpenAI, shipped Zapier Agents to millions of users, and launched the first remote MCP server with Anthropic. We helped establish the protocol, and now we're building the platform enterprises need to actually put AI to work.\nRunlayer is one platform for MCPs, Skills, and Agents: purpose-built security, fine-grained governance, and complete observability so organizations can go all-in on AI across the entire company without the risk. We just raised a $30M Series A led by Felicis, with participation from Khosla Ventures, bringing our total raised to $42M. Already trusted by Gusto, Instacart, Opendoor, dbt Labs, and Decagon.\nAbout the Role\nAs the founding Support Engineer at Runlayer, you'll be the technical frontline for enterprise customers deploying Runlayer across their engineering orgs. You'll work directly with customers in Pylon, Slack, and Teams to triage and resolve issues across the control plane, connectors, OAuth flows, deployment configs, and AI client integrations, and you'll build the support playbook from scratch as the bridge between customers and engineering.\nWhy You'll Thrive Here\nImpact: Be the first support hire and the face of Runlayer to every enterprise customer in production.\n\nExcellence: Work closely with the engineers who built the platform, and use AI tooling daily to do the job.\n\nOwnership: Own the support function end to end, from triage and runbooks to the fixes that kill recurring tickets.\n\nWhat You'll Do\nWork directly with customers in Pylon, Slack, and Teams to triage and resolve technical issues and bugs across the control plane, MCP connectors, OAuth, and deployments.\n\nUse AI and MCP tooling to triage faster: diagnostic agents, log query templates, and reproduction workflows.\n\nGuide enterprise teams through onboarding: first setup, SSO and SCIM, connector activation, and policy configuration.\n\nBuild the knowledge base from zero: runbooks, troubleshooting guides, and customer-facing docs for common deployment patterns (EKS, ECS, Helm, Terraform).\n\nManage escalations: debug what you can, and pull in Platform, SRE, or Identity engineers with clear reproduction steps when you can't.\n\nClose the loop with product and engineering: turn recurring tickets into doc fixes, product fixes, and self-serve flows.\n\nLearn and share new features as they ship each week, both to customers and across the team.\n\nWhat We're Looking For\n3-5 years in technical support, solutions engineering, or customer-facing engineering at SaaS or developer-tools companies.\n\nAn infrastructure support background, or strong technical depth in enterprise infra and AI systems like agents and identity.\n\nDebugging fluency across the stack: you read Python/TypeScript, query PostgreSQL, trace HTTP requests, and interpret Kubernetes pod logs.\n\nFamiliarity with enterprise identity (SSO, SCIM, OAuth) and cloud infrastructure (AWS preferred: EKS/ECS, CloudWatch, VPCs).\n\nExperience running support in Pylon and over Slack or Teams.\n\nAI-native workflow: you use MCPs and AI tools daily to do real work\n\nA drive to put customer satisfaction first and go above and beyond.\n\nExcellent written communication: clear, concise explanations for both engineers and IT admins.\n\nZero-to-one mindset: comfortable defining your own SLAs, triage workflows, and escalation paths.\n\nBonus Qualifications\nHands-on experience with MCP and how agents call tools in production.\n\nExperience supporting security-critical or compliance-driven enterprise deployments.\n\nBuilt support tooling or self-serve flows that measurably reduced ticket volume.\n\nWhat We Offer\nWe provide a competitive package designed to attract and retain top talent who can work effectively with enterprise customers.\nCompetitive salary and equity - compensation that reflects your expertise and customer-facing responsibilities.\n\nPaid time off - paid vacation, paid sick leave, and paid parental leave.\n\nProfessional development - budget for conferences, courses, and certifications in AI, enterprise software, and customer success.\n\nTop-tier equipment - your choice of laptop and accessories to create your ideal work environment.\n\nHealth benefits - comprehensive health, dental, and vision coverage.\n\nCustomer interaction opportunities - work directly with innovative companies and see the immediate impact of your work.\n\nNot quite the right fit? 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