Experience as a Technical Support Engineer in a growth-stage environment.
Proficiency in supporting customers with complex technical products.
Familiarity with large scale distributed systems is preferred.
Experience in AI/agent native workflows is a plus.
Comfort with Claude skills and MCP+CLI tooling requires.
Ability to develop scalable, automated processes for efficiency.
Customer-first mindset with a commitment to exceeding expectations.
Responsibilities
Assist Blacksmith customers and pre-sales team with complex technical issues.
Develop a strong technical understanding of Blacksmith’s products and technologies.
Identify trends in customer issues to suggest product improvements.
Reproduce technical issues and collaborate with engineering for resolutions.
Create tools and automations for efficient issue diagnosis and performance optimization.
Work cross-functionally to enhance customer product experience.
Establish best practices for Technical Support Engineering and plan for future team expansion.
Benefits
Medical, Vision, and Dental insurance.
401k match program.
Unlimited paid time off (PTO).
Annual team offsite events.
Early-exercise stock options for employees.
12 weeks of fully paid parental leave (for US employees).
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.
