Customer Support Engineer

About Blitzy

Blitzy is a Cambridge, MA based AI software development platform dedicated to revolutionizing the software development life cycle through autonomous software creation. Backed by multiple tier 1 investors, Blitzy has successfully founded previous start-ups.

Role

The role involves supporting clients and ensuring a stable environment throughout the entire lifecycle: installation, ongoing upgrades, and daily operations. The L2 Support Engineer collaborates with L1 to triage and resolve issues, escalating unresolved defects to engineering. This role operates across Kubernetes, Docker, and major cloud providers.

What Success Looks Like

• Customers' issues are resolved faster and escalated cleaner.
• Recurring problems turn into runbooks, dashboards, and alerts, not repeat tickets.
• Engineering trusts your escalations because they come with proof, not guesses.
• Clients trust your communication because it's clear, honest, and on time.

Areas of Ownership

• Deploy and install the platform into customer environments, and troubleshoot installation issues.
• Support ongoing upgrades and day-to-day operation, keeping customer environments stable.
• Work alongside L1 to triage and resolve customer-reported issues, driving them to resolution or escalation.
• Diagnose failures across the stack: compute, networking, storage, and the services running on it.
• Build and maintain dashboards, monitors, and runbooks so recurring issues get faster to fix: or stop recurring.
• Write up clear, evidence-backed escalations and post-incident notes.
• Communicate status and resolution to customers clearly and on time.

Required Experience

• Distributed-systems debugging: reason about requests crossing multiple services, queues, and network hops, and isolate failures with evidence.
• Kubernetes & Docker.
• Major cloud providers: GCP, AWS, and Azure.
• Hands-on with at least one deeply and able to work across the others: managed Kubernetes (GKE/AKS), cloud logging, IAM/auth basics, and cloud disk/storage behavior.
• Strong monitoring & observability practice: fluent with an APM/observability stack (Datadog or equivalent).
• Python and Redis literacy.
• Basic message queueing.
• Networking & WebSockets.
• SQL / PostgreSQL.
• Source-control platforms: GitHub (incl. GitHub Enterprise Server), Azure DevOps, and/or GitLab.
• CI/CD, Helm & deploy integrity.
• Secrets management: comfort handling secrets, credentials, and certificates safely, ideally with Vault.
• Linux and Windows.
• Multi-tenant safety mindset.
• Incident management & ticketing workflows: Jira or similar.
• Prior customer-facing support or SRE/on-call experience (a plus).

Additional Skills & Experience

• Comfort inspecting queue depth, backlogs, and stuck/failed jobs.
• Check what version is actually running before chasing architecture theories.
• Check operational tables to confirm what the system recorded.
• Comfort triaging on each OS (process inspection, filesystem, basic networking).
• Methodical, evidence-first temperament.
• Hold several candidate causes at once, run the cheapest disconfirming check first, and never claim a root cause or fix you haven't proven.
• Multi-tenant safety mindset.
• Environments are shared and customer-owned: default to read-only diagnostics and understand blast radius before changing anything.
• Comfortable with US-aligned hours and periodic off-hours on-call.

Hours & On-Call

This is a customer support role, and the hours can be unconventional. Customers operate primarily in US time zones, so coverage is anchored to US business hours (roughly ET–PT). If you're based outside the US, expect your working day to shift accordingly. Incidents don't keep office hours. Expect a rotating on-call schedule and occasional evening, early-morning, or weekend escalations outside a standard 9–5. We structure for it: rotations are shared fairly, on-call is compensated/time-off-in-lieu per policy, and we protect recovery time after heavy incidents. If you're not comfortable with US-aligned hours and periodic off-hours on-call, this likely isn't the right role, and that's completely fine.

Culture

We are a fast-growing company in the U.S., creating our own category of enterprise autonomous software development. We automate thousands of hours of software development for our customers, including strong representation within the Fortune 500. We move Blitzy Fast: Time is both our company's and our clients' most precious asset. We move quickly and decisively to innovate internally and deliver exceptional software externally. We operate like a professional sports team, holding ourselves and each other to high standards, collaborating in-person, and remaining focused on the mission. We are passionate about invention, pushing the frontier of what's possible, requiring constant innovation and iteration. We work for the customer, focusing on delivering outsized value to the customers we work with and expanding those relationships into deep, meaningful partnerships. We believe in being 'everyday athletes,' taking care of ourselves so we can bring our best minds to work. We promote great sleep, movement, and restorative activities for optimal mental performance. It makes for a happier and more productive team.

We are an equal opportunity employer committed to building a diverse and inclusive team. We believe different perspectives make us stronger.