Senior Technical Support Engineer
About this 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?
Build the foundations of a best-in-class technical support function — defining playbooks, processes, and SLAs as the team scales from 2 to 4+
Diagnose and resolve complex technical issues for engineering teams using Blacksmith's CI infrastructure, working directly in Slack and Pylon
Reproduce customer issues and collaborate closely with the engineering team to drive resolutions
Identify patterns in customer issues and create a feedback loop to product and engineering to improve the platform
Build automations and leverage AI to eliminate manual support processes and create scalable workflows
Key Requirements
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)
Experience supporting a developer-focused or engineering-used product — must be comfortable communicating directly with engineers
Has been through a growth journey and personally owned building or improving support processes (not just inherited them)
High energy with strong communication skills — can sustain enthusiasm across a high volume of customer interactions daily
Must be based in NYC and willing to work 5 days a week in-office (Flatiron)
Company at a glance
Blacksmith offers a platform to run GitHub Action workflows and has raised $13.5M in funding from Google Ventures, positioning itself as the fastest way to run GitHub Action workflows.
Know someone who'd be great for this?
