Role Description As a founding Support / Forward-Deployed Engineer, you'll sit at the intersection of engineering and customers, deploying the product, solving hard technical problems in the field, and making enterprise customers successful. This is a solutions-engineering-heavy role for someone who is both technically excellent and genuinely comfortable in front of people. You'll join an established, professional environment rather than a first-engineer situation, with room to grow toward founder-level ownership. - Deploy and integrate the product into complex enterprise environments - Work directly with customers post-sale to ensure technical success - Solve hard technical problems across AI agents, MCP integrations, and security tooling - Serve as the technical bridge between customers and the engineering team - Help shape the forward-deployed / solutions engineering function as an early hire Qualifications - 5-6 years in a technical, customer-facing role (solutions engineering, forward-deployed engineering, or similar); exceptional candidates with a couple of years of experience considered - Strong computer science or statistics foundation and academic pedigree - Startup or consulting background with real time in front of customers - Demonstrated software / technical skills and the ability to operate in a professional, fast-moving environment - Consistent tenure without a pattern of short stints Company Description Our partner is an early-stage, fast-scaling startup building security infrastructure for the Model Context Protocol, protecting enterprises from data leaks as they adopt AI agents. Founded less than a year ago, they already have a multi-million-dollar pipeline, a deeply technical product, and backing from top-tier investors. The bar is high, the pace is fast, and the problems are genuinely hard.

• Responding to user questions, ensuring stability, availability for production applications and systems. • Investigates and resolves incidents, performs root cause analysis. • Collaborates with development, infrastructure, and business teams to maintain reliable operations and minimize business disruption. • Serve as a primary point of contact for production issues and help drive continuous improvement efforts.

• Provide technical support for customers on Semiconductor Products via phone and email • Utilize support systems / tools and technical / functional knowledge to remotely resolve a customer problem • Work directly with the customer to understand the inquiry and/or escalate to next level to help facilitate to resolution • Review of open customer issues daily, updating our customers on the status of their escalated cases • Help customers gain understanding of products and navigation through support website and on-line customer forums • Cross-collaboration through multiple teams to work towards a common goal • Develop and maintain excellent working relationships with all appropriate levels within and outside the company including client management, co-workers, and customer representatives. This may include verbal interaction with: Engineers, Distributors, Business owners in multiple industries, and VARs.

• Working with developers, platform teams, and technical leaders worldwide to troubleshoot complex issues and help them get the most out of Kong products and technologies. • Leading technical investigations using logs, metrics, configuration, code, and customer context to understand the problem and drive it towards resolution. • Collaborating with customers, teammates, Product, and Engineering to diagnose difficult issues, identify root causes, and recommend practical next steps. • Taking ownership of high-impact and escalated support cases, ensuring communication is clear, timely, and appropriate for both technical and business stakeholders. • Creating knowledge articles that complement our documentation and help customers better understand product behaviour, troubleshooting approaches, and real-world use cases. • Sharing knowledge with other support engineers through mentoring, case reviews, technical enablement, and support-led documentation. • Driving improvement within the support team by finding better ways to work, improving the tools we use, and raising the bar on the service we deliver to enterprise customers. • Providing structured feedback to Product and Engineering based on customer issues, recurring support patterns, product gaps, and operational challenges seen in the field.