Experience as a Technical Support Engineer in a growth-stage business.
Proven track record in supporting customers with highly technical products.
Exposure to large scale distributed systems is preferred.
Experience in setting up AI/agent native workflows.
Familiarity with Claude skills and MCP+CLI based tooling.
Ability to develop scalable processes and automate tasks effectively.
Strong customer-first mindset and commitment to resolving issues.
Responsibilities
Work with customers and pre-sales to diagnose and resolve technical issues.
Develop in-depth knowledge of Blacksmith products and technologies.
Identify customer issue trends and provide feedback to improve the product.
Reproduce and troubleshoot technical issues in collaboration with engineering.
Create tools and processes for issue diagnosis and service optimization.
Collaborate across teams to enhance the customer product experience.
Establish Technical Support Engineering best practices and future team development.
Benefits
Medical, Vision, and Dental insurance.
401k match.
Unlimited PTO.
Annual offsite events.
Early-exercise stock options.
12 weeks fully paid parental leave (US).
Full Job Description
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.
