Technical Support Engineer
Technical Support Engineer diagnoses and resolves complex issues for customers using Blacksmith's high-scale CI infrastructure, reproduces bugs with engineering, and builds automations. Requires experience with distributed systems, AI/agent workflows, and customer-focused technical support.
About the job
Responsibilities
- Work with customers and pre-sales team to diagnose and resolve complex technical issues.
- Develop deep understanding of Blacksmith product and technologies.
- Identify trends in customer issues and provide feedback to internal teams.
- Reproduce issues and collaborate with engineering to resolve them.
- Develop tools, processes, and automations for diagnosing issues and optimizing performance.
- Collaborate cross-functionally to improve product experience.
- Build foundations for Technical Support Engineering best practices.
Requirements
- Experience as early Technical Support Engineer at growth-stage business supporting highly technical products.
- Experience with large-scale distributed systems (ideal).
- Experience setting up AI/agent native workflows.
- Comfortable with Claude skills, MCP+CLI based tooling, and creating AI native leverage.
- Ability to build robust, scalable processes and aggressively automate manual tasks.
- Customer-first approach, cross-functional collaboration.
Compensation and Benefits
- Competitive base + equity ($160,000 - $180,000).
- Medical, Vision, Dental insurance.
- 401k match.
- Unlimited PTO.
- Annual offsite.
- Early-exercise stock options.
- 12 weeks fully paid parental leave (US).
Skills
Distributed Systems, Firecracker Vms, Ceph, Cli Tools, Claude Ai, AI Workflows, Automation, Linux, CI/CD, GitHub Actions
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