Technical Support Engineer

About the role

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.

Responsibilities

• Support Blacksmith customers on a highly technical product.
• Work with the pre-sales team to diagnose and resolve complex technical issues.
• Identify trends and patterns in customer issues and suggest improvements to the product.
• Reproduce technical issues and collaborate with the engineering team to resolve them.
• Develop tools, processes, and 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. 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.

Qualifications

Technical Support Engineer experience, ideally with large scale distributed systems. Experience with AI/agent native workflows. Familiarity with Claude skills, MCP+CLI based tooling, and creating AI native leverage in previous roles. Strong process builder with a focus on automation to create leverage for the broader support team. Customer-centric mindset, always going above and beyond to resolve issues for customers. Cross-functional collaboration experience and a strong voice for the customer internally.

Skills

Technical Support Engineer experience, ideally with large scale distributed systems. Experience with AI/agent native workflows. Familiarity with Claude skills, MCP+CLI based tooling, and creating AI native leverage in previous roles. Strong process builder with a focus on automation to create leverage for the broader support team. Customer-centric mindset, always going above and beyond to resolve issues for customers. Cross-functional collaboration experience and a strong voice for 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)

Pay

$160K - $180K

Schedule

Full-time