Technical Support Engineer

Blacksmith; New York (NY); On-site; USD 120,000 - 160,000; 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

A technology firm specializing in CI infrastructure in New York seeks a Technical Support Engineer to assist customers and help resolve complex technical issues. The ideal candidate has experience in a growth-stage environment, working with large-scale distributed systems and automation tools. This role requires a customer-first approach to ensure customer satisfaction and will play a crucial part in building best practices for technical support. Attractive benefits include medical insurance, competitive salary, and unlimited PTO.

Qualifications

• Experience in resolving complex technical issues for customers.
• Deep technical understanding of Blacksmith products and technologies.
• Ability to identify customer trends and improve product based on feedback.
• 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.

Responsibilities

• Assist customers in diagnosing and resolving technical issues.
• Work with engineering to reproduce and fix technical problems.
• Develop tools and processes for issue diagnosis and service optimization.
• Build foundations for Technical Support Engineering best practices.
• 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.

Skills

Experience as a Technical Support Engineer

Support for highly technical products

Experience with large scale distributed systems

Setting up AI/agent native workflows

Comfortable with MCP+CLI based tooling

Automation of manual tasks

Customer-first approach

Cross-functional collaboration

Tools

Claude skills

MCP CLI 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 5,000+ 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)