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. You’ll blend customer-facing technical work with hands-on debugging and engineering, owning issues end-to-end and driving 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 real-world exposure to production codebases at scale while helping shape the foundations of our support engineering 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
- Act as the trusted technical contact for Enterprise and Pro users, earning their confidence through expert problem-solving
- Diagnose customer-reported issues efficiently by analyzing logs, traces, execution output, agent behavior, and integrations
- Reproduce issues systematically to isolate root causes and deliver clear paths to resolution
- Submit high-quality engineering tickets with thorough context—or implement fixes directly when appropriate
- Own escalations end-to-end, maintaining clear communication and driving issues to resolution
- Identify patterns across support cases that reveal opportunities for product improvements
- Become fluent in how Blitzy’s agent-driven system works, enabling faster diagnosis over time
- Represent the voice of the customer in Engineering and Product discussions
- Produce clear documentation, workarounds, and recommended practices that prevent future issues
- Help establish the standards and processes that will scale our support function
- Serve as the primary technical contact for Enterprise and Pro users
- Investigate and diagnose platform issues
- Provide end-to-end ownership of escalations
- Create workarounds and recommended practices
- Perform log analysis, trace analysis, and debugging
- Reproduce issues in local and staging environments
- Identify root causes across distributed systems
- Perform code-level debugging when needed
- Submit detailed engineering tickets
- Implement fixes directly when appropriate
- Collaborate on reliability improvements and agent behavior tuning
- Represent customer needs in product discussions
- Create and maintain documentation
- Identify patterns for proactive improvements
- Contribute to foundational support engineering processes as the company scales
- Develop the knowledge base
Benefits
- Competitive equity package
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
