Developer Support EngineerLocation: 1 Kendall Square, Cambridge, MA (Onsite)
Compensation: $75,000 - $135,000 + equity
The RoleWe're hiring a Developer Support Engineer to serve as the technical front line for our entire customer base-from Fortune 500 enterprises running mission-critical workloads to Pro users building on our self-service platform. You'll blend customer-facing technical work with hands-on debugging and engineering, owning issues end-to-end and driving direct impact on customer outcomes.
You'll investigate complex issues, analyze logs and code, identify root causes, and implement fixes directly in the product when appropriate. This is an ideal role for someone who wants real-world exposure to production codebases at scale while helping shape the foundations of our support engineering function.
What Success Looks Like- You act as the trusted technical contact for Enterprise and Pro users, earning their confidence through expert problem-solving
- You diagnose customer-reported issues efficiently by analyzing logs, traces, execution output, agent behavior, and integrations
- You reproduce issues systematically to isolate root causes and deliver clear paths to resolution
- You submit high-quality engineering tickets with thorough context-or implement fixes directly when appropriate
- You own escalations end-to-end, maintaining clear communication and driving issues to resolution
- You identify patterns across support cases that reveal opportunities for product improvements
- You become fluent in how Blitzy's agent-driven system works, enabling faster diagnosis over time
- You represent the voice of the customer in Engineering and Product discussions
- You produce clear documentation, workarounds, and recommended practices that prevent future issues
- You help establish the standards and processes that will scale our support function
Areas of OwnershipCustomer Technical Support- Primary technical contact for Enterprise and Pro users
- Investigation and diagnosis of platform issues
- End-to-end ownership of escalations
- Creation of workarounds and recommended practices
Technical Investigation- Log analysis, trace analysis, and debugging
- Issue reproduction in local and staging environments
- Root cause identification across distributed systems
- Code-level debugging when needed
Engineering Collaboration- Submission of detailed engineering tickets
- Direct implementation of fixes when appropriate
- Collaboration on reliability improvements and agent behavior tuning
- Representation of customer needs in product discussions
Process Building- Documentation creation and maintenance
- Pattern identification for proactive improvements
- Foundation-setting for support engineering as we scale
- Knowledge base development
Required Experience- 2-5 years of experience in software engineering, technical support, platform support, or a debugging-heavy technical role
- Strong problem-solving skills with ability to analyze logs, traces, stack traces, APIs, and distributed systems behavior
- Comfortable reading and modifying code (Python or TypeScript strongly preferred)
- Excellent communication skills with both technical and non-technical audiences
- Ability to remain calm under pressure during escalations or complex customer situations
- Curiosity and resourcefulness in learning complex systems
- Excitement about onsite collaboration with engineering and product teams
What Makes You Stand Out- Experience supporting developer tools, APIs, SDKs, or enterprise software platforms
- Familiarity with cloud infrastructure, containers, CI/CD, or modern DevOps tooling
- Experience with AI/ML systems or model-driven automation
- Contributions to open-source projects or internal tooling
- Background in customer-facing engineering roles
- Track record of translating customer feedback into product improvements
What Makes This Role Different- You're not just answering tickets-you're building the technical support function from the ground up at a category-defining AI company
- Direct exposure to cutting-edge agentic AI systems and how thousands of autonomous agents collaborate to build production software
- You'll have real engineering ownership: when you find a fix, you can ship it
- You'll sit at the intersection of Engineering, Product, and Customer-your voice shapes the roadmap
- Clear growth path as the support organization scales alongside one of the fastest-growing AI companies in the U.S.
- Competitive equity package in a tier-1-backed startup with proven founders
