Founding Support Engineer

• Be the first and most trusted line of response when enterprise customers hit issues in production, across severities from routine questions to P0 incidents.
• Get hands-on with real infrastructure problems, Gateway configuration, MCP proxy scaling, RBAC and SSO, guardrails, sizing, not surface-level troubleshooting.
• Own tickets to actual resolution, not just closure, and know the difference.
• Triage and file issues to engineering with clean, reproducible detail when a fix needs to go deeper than support.
• Build and contribute to the internal knowledge base and runbooks, so the next ticket like this one gets solved faster.
• Work inside the escalation and priority process, and hold the line on incident response coverage.

What success looks like

• Responsiveness and resolution: first response time against SLA tiered by severity (P0 through P3), time to resolution by severity, and keeping the backlog of aging tickets under control.
• Quality of resolution: high first contact resolution rate, low reopen rate, strong CSAT on resolved tickets, and an escalation rate that reflects real complexity rather than gaps in troubleshooting.
• Technical depth: a track record of finding actual root cause on infra issues rather than patching symptoms, clean and reproducible bug reports handed to engineering, and real contributions to the knowledge base and runbooks.
• Team and process health: consistent adherence to the escalation and tiering process, reliable on-call and incident coverage, and documentation that holds up under peer review.

Who we're looking for

• Someone who can read logs, reason about distributed systems, and stay calm inside a live incident. Comfortable with Kubernetes and at least one major cloud.
• Some exposure to LLMs, agents, or ML pipelines in production is a strong plus, you will pick up the rest fast if the fundamentals are there.
• Clear written communication matters as much as technical chops, since a lot of trust is built through how you write up a ticket.

Traits we are looking for: Ownership, ability to execute, hustle and think out of the box, data driven decision making, be comfortable with more unknowns than knowns.

of Working at TrueFoundry

• Join a fast-growing Series A, Bay Area-based startup building cutting-edge AI infrastructure.
• Comprehensive health insurance for you and your family, including medical, dental, and vision coverage.
• 401(k) retirement plan.
• Flexible hybrid work, 2 days a week in the office (Tuesday & Wednesday), with flexibility around the schedule.
• Lunch and snacks are on us whenever you come into the office.
• Work from another TrueFoundry office for up to 1 month each year, whether that's our London or India office, if you'd like a change of scenery.