--- title: 'Head of Support Engineering at Arcade' canonical: 'https://feeny.ai/job/head-of-support-engineering-arcade-san-francisco-rqxg1kg973ps' type: 'job' last_seen: '2026-09-06' --- # Head of Support Engineering at Arcade - **Company:** Arcade - **Location:** San Francisco, CA - **Employment:** full-time - **Work type:** onsite - **Posted:** 2026-09-03 - **Last confirmed live:** 2026-09-06 - **Apply:** https://jobs.ashbyhq.com/arcadeai/3cdbf9d6-ead6-463c-8954-3d6676bd6a28 ## Job description Everyone's building AI agents, but almost nobody gets them to production. Building an impressive demo is easy. Building an AI agent that can securely take action inside enterprise systems is hard. 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. Arcade is the MCP runtime that gives agents the power to do both seamlessly. 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. 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. We're building the definitive tools catalog and tool-calling platform that will unlock AI's true potential. Think Zapier for AI Actions. Think Auth0 for AI. Think really big. Why This Is The Opportunity of a Lifetime - Traction: Real deployments with Fortune-100 customers like Morgan Stanley and Open Table - Founder-Market Fit: Our CEO previously founded Stormpath (acquired by Okta), where he created the first Authentication API for developers. He's done this before - and this time the market is 10x bigger. Our CTO led the vector database team at Redis, shipped 100+ LLM applications, and is a contributor to LangChain and LlamaIndex. He knows this space better than anyone. - Dream Team: We've assembled authentication, integrations, distributed systems, and AI experts from Okta, Redis, Microsoft, Splunk, Ngrok, Google, Airbyte, Disney, and HPE who've built and founded multiple successful developer platforms. - Perfect Timing: Every enterprise is racing to put agents in production - almost none get there. The problem isn't better models, it's proving which agent can take which action, on behalf of which user, against which system. That's us. - Massive Market : We're building critical infrastructure for the biggest technological shift of our generation. Every AI app will need what we're building. - Backed By The Best: Our Series A round is led by SYN Ventures, with strategic investment from Morgan Stanley and Wipro. Our earlier investors have also backed Databricks, Clickhouse, MongoDB, Perplexity, Cohere, ScaleAI, Confluent, Elastic, and Firebase. They see what we see - this is going to be huge. The Challenge The number of deployed Arcade customers is growing rapidly, and after a deployment goes live, someone needs to own everything that happens next. Right now that's ad hoc. We need a leader to build our support function from zero - on a product that looks nothing like typical SaaS. To help a customer succeed, you’ll need to understand MCP, OAuth, SSO, tool-calling, and cloud infrastructure. Nobody has been debugging agent authorization at enterprise scale long enough to write the playbook for it. That bar is why Arcade is becoming core infrastructure inside Fortune-100 companies, and it's why this role matters more here than it would anywhere else. You'll be our first support hire and own the team’s growth and processes. For the first several months you'll be doing the L2 support work yourself while you grow the team and build the function. That’s how you’ll earn the pattern recognition that makes everything you design afterward correct instead of theoretical. This will include not only helping customers, but also improving our docs, configuring agentic support & automations, setting SLAs, and defining escalation paths that let the team scale sub-linearly as customers grow. Do it right and support becomes a product in its own right - fast, technical, and a direct input into what we build next. You’ll be reporting to the Head of Product because you'll have some of the strongest signals about what we should build next and we want you sitting right inside the conversation. ## What You'll Do - 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. - 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. - 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; over time, absorb "standard" onboarding and cluster setup - especially for marketplace (AWS/Azure) deployments to make that experience seamless. - Close the loop with Product and Engineering: turn recurring tickets and friction into prioritization signal and product fixes. Required Skills - You've built or led a support team for a technical, B2B product. - Strong technical fluency in infrastructure and auth - OAuth, SSO/SAML, APIs and tool-calling, cloud deployment concepts. You can debug alongside a customer, not just triage. - A player-coach mindset: energized by doing hands-on support with customers and building the process behind it. - Track record designing SLAs, ticket routing, and escalation in a way that balances customer empathy with business reality. - Background in developer, infrastructure, or auth products, and the MCP/AI-agents ecosystem. - AI-pilled: you reach for AI and automation to move fast and keep the customer experience quick. Bonus Points - Experience supporting self-hosted enterprise customers. - Hands-on with modern support tooling like Pylon. - Experience with cloud marketplace deployments (AWS/Azure). - San Francisco based (or open to relocating). Join The Movement We're not just building a product - we're leading a movement to transform AI from just chatbots to agents that can take actions against real systems. This is your chance to be at the forefront of that revolution. If you want to look back in 5 years and say, "I helped build that", then we want to talk to you. Ready to make AI actually useful? Apply now! ## Compensation and Benefits This role offers a competitive salary, equity, and benefits. Compensation is aligned with the range below and determined based on a candidate's background, experience, and performance. Salary Range $205,000-250,000 USD ## About Arcade ## Company Overview - **One-liner**: Arcade provides a runtime for secure authorization, reliable tool execution, and centralized lifecycle governance for multi-user AI agents. - **Entity Type**: Private (Series A) - **Headquarters**: San Francisco, California, United States - **Founded**: 2024 - **Founders**: Sam Partee (Co-Founder), Alex Salazar (Co-Founder CEO) ## Core Business - **Primary Industry**: AI Agent Infrastructure / Secure Agent Authorization - **Target Customers**: B2B, Enterprise, AI Engineering Teams — companies building multi-user AI agents that need production-grade authorization, tool reliability, and governance. - **Mission Statement**: To deliver the runtime that lets teams deploy multi-user AI agents that take actions across any system with granular permissions and complete visibility — no complex infrastructure required. ## Products & Services - **Arcade Runtime**: The core platform handling agent authorization, tool execution, and lifecycle governance in one layer. - *Type*: SaaS (Cloud, BYO Cloud, Self-Managed, Air-Gapped) - **Agent Authorization**: Per-action, multi-user authorization evaluated at runtime (intersection of what the agent is allowed to do AND what the user is allowed to do). Integrates with existing OAuth/IDP flows and manages full token lifecycle. - *Type*: Cloud / Infrastructure Service - **Agent-Optimized Tools**: 7,500+ MCP (Model Context Protocol) tools across 81 MCP servers for systems like Salesforce, ServiceNow, Workday, Jira, Slack, Google Workspace, GitHub, and more. Designed to translate natural language intent into precise API calls with parallelized execution, automatic failover, and intelligent retries. - *Type*: API / Integration Catalog - **Agent Lifecycle Governance**: Centralized control plane for all tools and agents — shared discovery, version control, fine-grained audit logs (OpenTelemetry-compatible), and visibility filtering. - *Type*: Management Dashboard / Control Plane - **MCP Gateway**: Federates MCP servers (Arcade-hosted, custom, or third-party) into a single endpoint. - *Type*: API Gateway - **Open Source SDK for Custom Tools**: A framework to build custom MCP servers in Python with built-in OAuth and secrets management. - *Type*: Open Source SDK ## Market Standing - **Valuation**: Not disclosed. Raised $12M seed (April 2025, led by Laude Ventures) and $60M Series A (June 2026). [arcade.dev](https://www.arcade.dev/blog/arcade-series-a/) - **Key Metric**: Total Funding of $72M ($12M Seed + $60M Series A) - **Notable Investors/Partners**: Laude Ventures (lead seed); Series A investors not fully disclosed but listed alongside partners like Lithic (partnership for e-commerce agents). - **Growth Signals**: - Headcount grew from ~28 to 28 (data conflicting but shows strong early growth — +106.7% YoY as of mid-2025, with +6.9% monthly) [linkedin.com](https://www.linkedin.com/company/arcade-ai) - Expanded from 7,000+ to 7,500+ integrations in under a year - SOC 2 compliant, with deployment options covering air-gapped and classified environments - Active partnership with Lithic for e-commerce agents [businesswire.com](Business Wire) - Featured in WSJ and Crunchbase News on AI agent trends ## Competitive Advantages - **Single Runtime for Authorization, Execution, and Governance**: Unlike fragmented tooling (separate auth, tool servers, and observability), Arcade provides one integrated layer that handles all three, dramatically reducing infrastructure complexity. - **Multi-User, Per-Action Authorization at Runtime**: Enforces access at the intersection of what the agent is allowed to do AND what the user is allowed to do — not a service account or shared token. This is a key differentiator for enterprise security. - **Token Lifecycle Isolation**: Credentials (OAuth tokens, API keys) are kept inside the runtime and never exposed to the LLM or MCP client, preventing credential leakage. - **7,500+ Pre-Built, Agent-Optimized Tools**: Tools are built for agentic actions (not just API wrappers), reducing hallucination and token cost. - **Flexible Deployment**: Cloud, BYO Cloud, self-managed (on-premises), and air-gapped — allowing use in highly regulated and classified environments. ## Strategic Focus - **Scale Enterprise Adoption**: The Series A raise signals intent to ramp go-to-market for large enterprise deals and expand platform capabilities for compliance-heavy verticals. - **Expand Integration Ecosystem**: Continuing to add agent-optimized tools across more business systems (ERPs, CRMs, HRIS, ITSM). - **Deepen Governance Capabilities**: Centralizing agent lifecycle governance with shared registries, version control, and OpenTelemetry audit logs to meet enterprise compliance requirements (SOC 2, RBAC, SSO). - **Strengthen Ecosystem Partnerships**: Partnerships like Lithic and integrations with frameworks (LangChain, OpenAI Agents, CrewAI, Vercel AI, Google ADK, Mastra) are key distribution channels. ## Why Work Here - **High-Impact, Early-Stage Environment**: As a 2024-founded company that just raised $60M Series A (2026), Arcade is in a hyper-growth phase — one of the hottest segments in AI infrastructure. - **Strong Engineering-Led Culture**: Engineering makes up ~45% of headcount. The technical team has deep backgrounds in AI infrastructure, cloud security, and OAuth systems. - **Flexible Work Policy**: Based in San Francisco with hybrid/remote-friendly signals (team spread across US, Brazil, Canada). - **Mission-Driven Problem**: Solving one of the hardest problems in production AI agents — security and governance — with a product that is genuinely novel. - **Active Hiring**: 8 open positions as of mid-2026, including Founding Enterprise Account Executive, Applied AI Engineer, Lead Software Engineer - Growth, Product Designer, Forward Deployed Engineer, and Product Marketing Manager. [arcadeai jobs](https://jobs.ashbyhq.com/arcadeai) - **Growth Trajectory**: Headcount grew over 100% in the first year post-launch. The company is being watched by top VCs and mentioned in WSJ and Crunchbase. - **Perks & Culture**: Not fully detailed, but the team values autonomy, high ownership (startup), and solving ambiguous problems at the intersection of AI and security. ## Sources 1. [arcade.dev](https://www.arcade.dev/) 2. [arcade.dev/product](https://www.arcade.dev/product/) 3. [docs.arcade.dev](https://docs.arcade.dev/en/home) 4. [arcade.dev blog - Series A](https://www.arcade.dev/blog/arcade-series-a/) 5. [linkedin.com/company/arcade-ai](https://www.linkedin.com/company/arcade-ai) 6. [Business Wire - Lithic Partnership](https://www.businesswire.com) 7. [jobs.ashbyhq.com/arcadeai](https://jobs.ashbyhq.com/arcadeai) ## Other roles at Arcade - [Forward Deployed Engineer](https://feeny.ai/job/forward-deployed-engineer-arcade-austin-e48rc1w4eya7) — Austin, TX - [Forward Deployed Engineer](https://feeny.ai/job/forward-deployed-engineer-arcade-san-francisco-wsyd3vxnje2s) — San Francisco, CA - [AI Engineer](https://feeny.ai/job/ai-engineer-arcade-san-francisco-7mn4q2t7sqcw) — San Francisco, CA - [Distributed Systems Engineer](https://feeny.ai/job/distributed-systems-engineer-arcade-san-francisco-zwwvrfp8emcb) — San Francisco, CA - [Enterprise Account Executive](https://feeny.ai/job/enterprise-account-executive-arcade-new-york-wf9y0fahkmjx) — New York, NY