Technical Support Engineer

About this role

Blacksmith, a fast-growing CI infrastructure platform, is seeking a Technical Support Engineer to diagnose and resolve complex customer issues while building scalable support processes. You'll work closely with customers and engineering teams to improve the product and establish best practices for a growing support function.

What you'll do

• Diagnose and resolve complex technical issues for customers alongside the pre-sales team
• Develop deep understanding of Blacksmith's CI infrastructure, Firecracker VMs, and distributed systems
• Identify patterns in customer issues and communicate product improvement feedback to internal teams
• Reproduce technical issues and collaborate with engineering to fix them
• Build diagnostic tools, processes, and automations to optimize service performance
• Establish technical support best practices and foundation for future team growth

What they're looking for

• Technical support for complex, distributed systems products
• Distributed systems and large-scale infrastructure knowledge
• CI/CD platforms and GitHub Actions experience
• AI/agent workflow setup and MCP/CLI tooling
• Problem-solving and issue reproduction
• Process automation and building scalable workflows
• Cross-functional collaboration
• Customer-first mindset

Benefits

• Medical, vision, and dental insurance
• Competitive base salary plus equity
• 401k match
• Unlimited PTO
• 12 weeks fully paid parental leave (US)
• Annual offsite and early-exercise stock options