Arcadeai

Arcadeai

Head of Support Engineering

San Francisco, CA

Sponsorship not specifiedDetected 1 day ago
Distributed SystemsMongoDBRedisDatabricksVector DatabasesAWSAzureOAuthLLMsAgentic AI

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16Unrated
Cap-exempt (no lottery)0
Sponsors this role0
Entry-level history0
PERM / green-card track0
Lottery odds40
Fits your clock70

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About the role

  • The moment an agent accesses customer data, executes a workflow, or makes changes on behalf of a user, authorization, governance, and trust become the real engineering challenge.
  • We connect agents to the systems they act in, then give each one a permission slip and a paper trail - proof of what it's allowed to do, and a record of what it did.

Responsibilities

  • Build the support function from scratch: stand up L0 (docs), L1 (AI & automations), and define the routing, SLAs, and escalation paths up to FDE (L3) and Engineering (L4).
  • Own L2 support: be the human escalation point for real technical issues - Okta/SSO not working, tools not getting called correctly by the LLM, gateway and user-source configuration, auth edge cases.
  • Automate aggressively so support does not need to scale with customer count. An AI-first approach is central to how you'll work.
  • Partner with FDE: take over as primary customer contact after first deployment so FDE can move to the next customer
  • You've built or led a support team for a technical, B2B product.
  • Partner with FDE: take over as primary customer contact after first deployment so FDE can move to the next customer; over time, absorb "standard" onboarding and cluster setup - especially for marketplace (AWS/Azure) deployments to make that experience seamless.
  • Hands-on with modern support tooling like Pylon.

Requirements

  • You can debug alongside a customer, not just triage.
  • Track record designing SLAs, ticket routing, and escalation in a way that balances customer empathy with business reality.
  • AI-pilled: you reach for AI and automation to move fast and keep the customer experience quick.
  • Experience with cloud marketplace deployments (AWS/Azure).

Skills

  • Building an impressive demo is easy.
  • Arcade is the MCP runtime that gives agents the power to do both seamlessly.
  • That's what makes AI safe to turn loose:
  • real actions, on real systems, already shipping inside Fortune 100 companies.
  • The Revolution Needs You
  • Every AI app needs agentic "tools" - special functions that let AI models take real actions.
  • Without tools, AI can only chat.
  • With tools, AI can actually do things.
  • Think Zapier for AI Actions.
  • Think Auth0 for AI.
  • Think really big.
  • Why This Is The Opportunity of a Lifetime

Company info

  • Grow and lead the team. Use your experience to scale a world-class support org that customers rave about and sets the technical bar for what a support organization looks like.
  • A player-coach mindset: energized by doing hands-on support with customers and building the process behind it.
  • Experience supporting self-hosted enterprise customers.
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This listing is sourced directly from Arcadeai's careers page and normalized into a canonical job model.