Technical Support Engineer — AI/Agent Workflows & Scale

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

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.