About the role
We are looking for a Senior Technical Support Engineer with 5+ years of experience to help build a best-in-class support function from the ground up at one of the fastest-growing infrastructure startups in the country. Blacksmith has nearly tripled revenue since the start of the year and is rapidly moving upmarket into enterprise — you'll be the person who ensures these customers feel fully supported as they scale with us.
What will you be doing?
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Build the foundations of a best-in-class technical support function — defining playbooks, processes, and SLAs as the team scales from 2 to 4+
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Diagnose and resolve complex technical issues for engineering teams using Blacksmith's CI infrastructure, working directly in Slack and Pylon
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Reproduce customer issues and collaborate closely with the engineering team to drive resolutions
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Identify patterns in customer issues and create a feedback loop to product and engineering to improve the platform
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Build automations and leverage AI to eliminate manual support processes and create scalable workflows
Key Requirements
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5+ years of technical support experience, with time at a company that has established support best practices (Series B+ startup or top-tier eng org like Datadog, Notion, MongoDB, Cockroach, Figma)
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Experience supporting a developer-focused or engineering-used product — must be comfortable communicating directly with engineers