Support Engineer

Runlayer

. Triage and resolve customer technical issues and bugs across the control plane, MCP connectors, OAuth, and deployments .

Posted 10/22/2026full-timeNew York City • New York • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in technical support and solutions engineering, with a strong focus on customer onboarding, troubleshooting, and documentation. Proficient in managing escalations and utilizing AI tools to enhance support workflows and customer experience.

Highest-signal resume keywords

Technical Support ExperiencePython ProgrammingPostgreSQL QueryingAWS Infrastructure FamiliarityEnterprise Identity Systems Knowledge

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

PythonTypeScriptPostgreSQLKubernetesMCP ToolsAI SystemsSSOSCIMTerraformHelm

Soft Skills

Excellent Written CommunicationProblem-SolvingCustomer Engagement

Tools & Technologies

SlackTeamsCloudWatchVPCsDiagnostic Agents

Industry Keywords

SaaSDeveloper ToolsEnterprise InfrastructureCompliance-Driven DeploymentsSupport Tooling

Tech Stack

Tools & technologies

AWSKubernetesPostgresPythonTerraformTypeScript

About the role

Key responsibilities & impact

Triage and resolve customer technical issues and bugs across the control plane, MCP connectors, OAuth, and deployments
Use AI and MCP tooling, diagnostic agents, log query templates, and reproduction workflows to accelerate triage
Guide enterprise teams through onboarding, including initial setup, SSO, SCIM, connector activation, and policy configuration
Build runbooks, troubleshooting guides, and customer-facing documentation for deployment patterns including EKS, ECS, Helm, and Terraform
Manage escalations and provide clear reproduction steps to Platform, SRE, or Identity engineers
Convert recurring tickets into documentation fixes, product fixes, and self-service flows
Learn and share new features with customers and the internal team
Serve as the technical frontline and bridge between enterprise customers and engineering while building the support playbook from scratch

Requirements

What you’ll need

3–5 years in technical support, solutions engineering, or customer-facing engineering at SaaS or developer-tools companies
Infrastructure support background, or strong technical depth in enterprise infrastructure and AI systems such as agents and identity
Ability to read Python and TypeScript
PostgreSQL querying
Ability to trace HTTP requests
Ability to interpret Kubernetes pod logs
Familiarity with enterprise identity systems including SSO, SCIM, and OAuth
Familiarity with AWS infrastructure, preferably EKS, ECS, CloudWatch, and VPCs
Experience running support in Pylon and over Slack or Teams
Daily use of MCPs and AI tools for work
Excellent written communication for engineers and IT administrators
Ability to define SLAs, triage workflows, and escalation paths
Hands-on MCP experience and understanding of how agents call tools in production is a bonus
Experience supporting security-critical or compliance-driven enterprise deployments is a bonus
Experience building support tooling or self-serve flows that measurably reduced ticket volume is a bonus

Benefits

Comp & perks

Competitive salary and equity
Paid vacation
Paid sick leave
Paid parental leave
Budget for conferences, courses, and certifications in AI, enterprise software, and customer success
Choice of laptop and accessories
Comprehensive health, dental, and vision coverage
Direct customer interaction opportunities with innovative companies