Technical Support Engineer

Blacksmith is a company that builds infrastructure to run CI workloads efficiently. They are seeking a Technical Support Engineer to assist customers with complex technical issues, provide feedback for product improvements, and develop tools and processes for optimizing service performance.

Responsibilities:

• 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

Requirements:

• 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