Build technical support function from scratch for a fast-growing VC-backed startup. Triage and resolve technical issues across the control plane, MCP connectors, OAuth, and deployments. Guide enterprise teams through onboarding and build the knowledge base from zero.
Key Highlights
Key Responsibilities
Technical Skills Required
Benefits & Perks
Job Description
Our client, a fast-growing, top-tier VC-backed startup safely enabling AI adoption in large enterprises, is hiring multiple founding Support Engineers to build their technical support function from the ground up.
In this role, you'll be the technical frontline for enterprise customers deploying the platform across their engineering orgs. You'll work directly with customers in Pylon, Slack, and Teams to triage and resolve issues across the control plane, MCP connectors, OAuth flows, deployment configs, and AI client integrations - while building the support playbook from scratch.
What you'll do:
- Triage and resolve technical issues across the control plane, MCP connectors, OAuth, and deployments
- Use AI and MCP tooling to triage faster - diagnostic agents, log query templates, reproduction workflows
- Guide enterprise teams through onboarding: setup, SSO/SCIM, connector activation, policy configuration
- Build the knowledge base from zero: runbooks, troubleshooting guides, deployment docs (EKS, ECS, Helm, Terraform)
- Manage escalations, pulling in Platform, SRE, or Identity engineers with clear repro steps
- Close the loop with product/engineering, turning recurring tickets into fixes and self-serve flows
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What you bring:
- 3-5 years in support engineering, solutions engineering, or a similarly technical customer-facing role (junior candidates in NYC also considered)
- Background at an infrastructure/dev-tools company (e.g. Datadog, Databricks, Snowflake, AWS-adjacent) or an AI-native startup
- Debugging fluency in Python/TypeScript, SQL, and Kubernetes
- Familiarity with enterprise identity (SSO, SCIM, OAuth) and AWS infrastructure (EKS/ECS, CloudWatch, VPCs)
- Comfort with ambiguity, startup pace, and building process from scratch
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Details:
- $150K - $200K + equity
- Remote (US time zones); NYC preferred. In-office 2-3 days/week if under 2 years of experience
- Visa sponsorship possible for exceptional candidates
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