Developer Support Engineer
About The Position
We're hiring a Developer Support Engineer to serve as the technical front line for our entire customer base—from Fortune 500 enterprises running mission-critical workloads to Pro users building on our self-service platform. This role blends customer-facing technical work with hands-on debugging and engineering, offering strong ownership and direct impact on customer outcomes. You'll investigate complex issues, analyze logs and code, identify root causes, and implement fixes directly in the product when appropriate. This is an ideal role for someone who wants exposure to real-world codebases at scale while shaping the foundations of our support engineering function. What Success Looks Like You act as the trusted technical contact for Enterprise and Pro users, earning their confidence through expert problem-solving You diagnose customer-reported issues efficiently by analyzing logs, traces, execution output, agent behavior, and integrations You reproduce issues systematically to isolate root causes and provide clear paths to resolution You submit high-quality engineering tickets with thorough context—or implement fixes directly when appropriate You own escalations end-to-end, maintaining clear communication and driving issues to resolution You identify patterns across support cases that reveal opportunities for product improvements You become fluent in how Blitzy's agent-driven system works, enabling faster diagnosis over time You represent the voice of the customer in Engineering and Product discussions You produce clear documentation, workarounds, and recommended practices that prevent future issues You help establish the standards and processes that will scale our support function
Requirements
- 2-5 years of experience in software engineering, technical support, platform support, or a debugging-heavy technical role
- Strong problem-solving skills with ability to analyze logs, traces, stack traces, APIs, and distributed systems behavior
- Comfortable reading and modifying code (Python or TypeScript strongly preferred)
- Excellent communication skills with both technical and non-technical audiences
- Ability to remain calm under pressure during escalations or complex customer situations
- Curiosity and resourcefulness in learning complex systems
- Excitement about onsite collaboration with engineering and product teams
Nice To Haves
- Experience supporting developer tools, APIs, SDKs, or enterprise software platforms
- Familiarity with cloud infrastructure, containers, CI/CD, or modern DevOps tooling
- Experience with AI/ML systems or model-driven automation
- Contributions to open-source projects or internal tooling
- Background in customer-facing engineering roles
- Track record of translating customer feedback into product improvements
Responsibilities
- Customer Technical Support
- Primary technical contact for Enterprise and Pro users
- Investigation and diagnosis of platform issues
- End-to-end ownership of escalations
- Creation of workarounds and recommended practices
- Technical Investigation
- Log analysis, trace analysis, and debugging
- Issue reproduction in local and staging environments
- Root cause identification across distributed systems
- Code-level debugging when needed
- Engineering Collaboration
- Submission of detailed engineering tickets
- Direct implementation of fixes when appropriate
- Collaboration on reliability improvements and agent behavior tuning
- Representation of customer needs in product discussions
- Process Building
- Documentation creation and maintenance
- Pattern identification for proactive improvements
- Foundation-setting for support engineering as we scale
- Knowledge base development
Benefits
- Competitive salary ($125K-$135K based on experience)
- Significant equity in a fast-growing AI startup
- Comprehensive health, dental, and vision insurance for you and your family
- 401(k) with company match
- Top-tier equipment and workspace
- Professional development budget
- The opportunity to build world-class technical support from the ground up
- Direct influence on product quality and customer satisfaction
- Exposure to cutting-edge AI technology and how thousands of agents collaborate
- Modern office in Cambridge's innovation hub
- Clear growth path as the support organization scales
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
1-10 employees
