Technical Support Engineer

About the role

We are a rapidly growing company that specializes in accelerating CI workloads through our proprietary infrastructure. Our mission is to provide efficient and cost-effective solutions for companies looking to optimize their continuous integration processes. We currently orchestrate tens of millions of Firecracker VMs per month and serve over 2,000 clients, achieving over $10 million in annual recurring revenue (ARR) within two years. Founded by a team with extensive experience in systems and scaling, we are committed to building a high-performing, small team.

Responsibilities

• Work with Blacksmith customers and the pre-sales team to diagnose and resolve complex technical issues
• Develop a deep technical understanding of the Blacksmith product and technologies
• Identify trends and patterns in customer issues and suggest ways to improve our 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 enhance the overall customer experience
• Build out the foundations for Technical Support Engineering best practices, with a view towards team expansion

Requirements

• Experience as an early Technical Support Engineer at a growth-stage business
• Supporting customers on a highly technical product
• Ideal candidate has worked with large-scale distributed systems
• Comfortable with AI/agent-native workflows and leveraging AI in current/previous roles
• Ability to build robust, scalable processes and automate manual tasks
• A customer-first approach, always going above and beyond to resolve issues
• Willingness to work cross-functionally and contribute to the voice of the customer

Qualifications

• Technical degree or equivalent experience
• Strong problem-solving and analytical skills
• Experience with CI/CD pipelines and automation tools
• Knowledge of cloud computing and virtualization technologies
• Experience with Kubernetes, Docker, and related container technologies

Skills

• Technical writing and communication skills
• Experience with debugging and troubleshooting complex technical issues
• Knowledge of Python, Bash, or similar scripting languages
• Experience with monitoring and logging tools

Benefits

• Medical, Vision, and Dental insurance
• Competitive base salary and equity compensation
• 401(k) match
• Unlimited Paid Time Off (PTO)
• Early-exercise stock options
• 12 weeks fully paid parental leave (US)

Pay

Compensation details are confidential and not publicly disclosed.

Schedule

Our team operates on a flexible schedule to accommodate the needs of our growing business.