Technical Support Engineer

Nyc, United StatesOn-site

Responsibilities

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

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, running CI for 3,000+ companies and hit ~$10M in ARR in less than 2 years.
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 on - 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.
experience as an early Technical Support Engineer at a growth-stage business. - Supporting customers on a highly technical product. - Ideally you’ve worked with large scale distributed systems. -
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.

- Enjoy working cross functionally and want to be a key voice of the customer internally. Compensation and
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)