Technical Support Engineer

The role

You will work with customers and the pre-sales team to diagnose and resolve complex technical issues. You will develop a deep technical understanding of Blacksmith products and technologies to provide feedback to internal teams.

What you will do

• Assist with the diagnosis and resolution of complex technical issues
• Develop a deep technical understanding of the Blacksmith product and technologies
• Identify trends and patterns in customer issues
• Suggest ways to improve the product
• Provide a feedback loop from customers to internal teams
• Reproduce technical issues and work with the engineering team to resolve them
• Develop tools, processes and automations for diagnosing issues and optimizing service performance
• Collaborate cross-functionally to create the best possible product experience
• Build out the foundations for Technical Support Engineering best practice

Required qualifications

• Have experience as an early Technical Support Engineer at a growth-stage business
• Supporting customers on a highly technical product
• Can build robust, scalable processes
• Always take a customer first approach

Nice to have

• Worked with large scale distributed systems
• Experience in setting up AI/agent native workflows
• Comfortable with Claude skills, MCP+CLI based tooling, and have created some AI native leverage in your current/previous roles

Benefits

• Medical, Vision, and Dental insurance
• Competitive base + equity
• 401k match
• Unlimited PTO
• Annual offsite
• Early-exercise stock options
• 12 weeks fully paid parental leave (US)

About the company

Blacksmith builds infrastructure to run CI workloads fast using a global fleet of bare-metal machines. The company orchestrates tens of millions of Firecracker VMs each week for 10,000+ companies.