Technical Support Engineer

Blacksmith Agency LLC; New York (NY); On-site; USD 100,000 - 150,000; Full time

Benefits offered by this job

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

Job summary

Blacksmith Agency LLC is seeking a Technical Support Engineer to diagnose and resolve complex customer issues on a high-velocity platform. You will deepen your understanding of our CI-focused product stack and work with the pre-sales and engineering teams to triage problems and improve the service.

You’ll help identify patterns, reproduce issues, and contribute to automation and tooling that scales the support function, with a view to building a team and solid best practices.

Qualifications

• Experience as an early Technical Support Engineer at a growth-stage company.
• Supporting customers on a highly technical product.
• Ideally worked with large scale distributed systems.
• Experience in setting up AI/agent native workflows.
• Comfortable with Claude skills and MCP+CLI based tooling.
• Able to automate manual tasks and create scalable processes.
• Always customer-first with cross-functional collaboration.

Responsibilities

• Assist with diagnosing and resolving complex technical issues with customers.
• Develop a deep technical understanding of the Blacksmith product and technologies.
• Identify trends in customer issues and feedback to product teams.
• Reproduce technical issues and work with engineering to resolve them.
• Develop tools, processes and automations to diagnose issues and improve performance.
• Collaborate cross-functionally to improve the customer experience.
• Build foundations for Technical Support Engineering best practices.

Skills

Technical Support Eng

Customer facing

Distributed systems

AI workflows

Claude skills

Automation

Cross-functional

Problem solving

Tools

Claude

MCP+CLI

AI tooling

Job description

About Blacksmith

• We started by building infrastructure to run CI workloads really fast. Our first product helps companies run GitHub Actions substantially faster and cheaper by owning and operating our own global fleet of bare-metal machines rather than renting generic cloud VMs.




• Today, we orchestrate tens of millions of Firecracker VMs each month, run CI for 2,000+ companies and hit ~$10M in ARR in less than 2 years.




• We operate thousands of bare-metal machines across multiple regions, regularly schedule 80k+ vCPUs concurrently, and run a petabyte-scale Ceph cluster that we manage ourselves.




• We’ve raised $13.5M across Seed and Series A, led by Google Ventures (GV), and we’re intentionally building a small, but exceptional team.




• Blacksmith was founded by a team with deep systems and scaling experience, including building search/ads infrastructure at Faire, and operating large distributed systems at Cockroach Labs. Our GTM is led by Jon Boyer, formerly Head of Sales at Zapier.




• We’re now extending the same CI infrastructure into a broader platform: running agent sandboxes at scale and building our own background coding agent on top of it.

What you’ll be working on

• You will work with Blacksmith customers and the pre-sales team to assist with the diagnosis and resolution of complex technical issues.




• Develop a deep technical understanding of the Blacksmith product & technologies.




• Identify trends / patterns in customer issues and suggest ways we can improve our product. Provide that feedback loop from the customers to our internal teams.




• Reproduce technical issues and work with the engineering team to resolve them.




• Develop tools, processes & automations for diagnosing issues and optimizing the service for performance.




• Collaborate cross-functionally to create the best possible product experience for our customers.




• Build out the foundations for Technical Support Engineering best practice, with a view to building out a team in the future.

You’re a good fit if you

• Have experience as an early Technical Support Engineer at a growth-stage business.




• Supporting customers on a highly technical product.




• Ideally you’ve 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.




• Can build robust, scalable processes, with an eye for aggressively automating manual tasks to create leverage for the broader support team.




• Always take a customer first approach - you’ll go above and beyond to resolve an issue for the customer.




• Enjoy working cross functionally and want to be a key voice of the customer internally.

Compensation and 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)