Technical Support Engineer

📋 Description

• Work with customers and pre-sales to diagnose and resolve complex issues.
• Develop a deep technical understanding of the Blacksmith product and tech.
• Identify trends in customer issues and feed insights to product teams.
• Reproduce technical issues and coordinate with engineering to resolve them.
• Build tools and automations for diagnosing issues and improving performance.
• Collaborate cross-functionally to deliver the best product experience.
• Build the foundations for Technical Support Engineering best practices and future growth.

🎯 Requirements

• 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 tooling, and AI-native leverage.
• Can build robust, scalable processes and automate manual tasks.
• Always customer-first; go above and beyond to resolve issues.
• Enjoy working cross-functionally and be a voice of the customer internally.

🎁 Benefits

• 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)