Technical Support Engineer

About BlacksmithWe started by building infrastructure to run CI workloads really fast. Our first product helps companies run GitHub Actions substantially faster and cheaper by owning and operating our own global fleet of bare-metal machines rather than renting generic cloud VMs.Today, we orchestrate tens of millions of Firecracker VMs each month, run CI for 2,000+ companies and hit ~$10M in ARR in less than 2 years.We operate thousands of bare-metal machines across multiple regions, regularly schedule 80k+ vCPUs concurrently, and run a petabyte-scale Ceph cluster that we manage ourselves.We’ve raised $13.5M across Seed and Series A, led by Google Ventures (GV), and we’re intentionally building a small, but exceptional team.Blacksmith was founded by a team with deep systems and scaling experience, including building search/ads infrastructure at Faire, and operating large distributed systems at Cockroach Labs. Our GTM is led by Jon Boyer, formerly Head of Sales at Zapier.We’re now extending the same CI infrastructure into a broader platform: running agent sandboxes at scale and building our own background coding agent on top of it.What you’ll be working onYou will work with Blacksmith customers and the pre-sales team to assist with the diagnosis and resolution of complex technical issuesDevelop a deep technical understanding of the Blacksmith product & technologiesIdentify trends / patterns in customer issues and suggest ways we can improve our product. Provide that feedback loop from the customers to our internal teamsReproduce technical issues and work with the engineering team to resolve themDevelop tools, processes & automations for diagnosing issues and optimizing the service for performanceCollaborate cross-functionally to create the best possible product experience for our customersBuild out the foundations for Technical Support Engineering best practice, with a view to building out a team in the futureYou’re a good fit if youHave experience as an early Technical Support Engineer at a growth-stage businessSupporting customers on a highly technical productIdeally you’ve worked with large scale distributed systemsExperience in setting up AI/agent native workflowsComfortable with Claude skills, MCP+CLI based tooling, and have created some AI native leverage in your current/previous rolesCan build robust, scalable processes, with an eye for aggressively automating manual tasks to create leverage for the broader support teamAlways take a customer first approach - you’ll go above and beyond to resolve an issue for the customerEnjoy working cross functionally and want to be a key voice of the customer internallyCompensation and benefitsMedical, Vision, and Dental insuranceCompetitive base + equity401k matchUnlimited PTOAnnual offsiteEarly-exercise stock options12 weeks fully paid parental leave (US)