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BlacksmithBlacksmithNew York, NY

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.

160k – 180k/yr
On-siteSupport Engineering

About the role

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 SystemsFirecracker VmsCephCli ToolsClaude AiAI WorkflowsAutomationLinuxCI/CDGitHub Actions

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