Blitzy · 1 month ago
Developer Support Engineer
Cambridge, MA
Full-time
Onsite
Entry, Mid Level
$125K/yr - $135K/yr
2+ years expBlitzy is a Cambridge, MA based Generative AI startup on a mission to automate custom software creation to unlock the next industrial revolution. They are seeking a Developer Support Engineer to serve as the technical front line for their customer base, blending customer-facing technical work with hands-on debugging and engineering. The role involves investigating complex issues, analyzing logs and code, and directly implementing fixes to enhance customer outcomes.
Artificial Intelligence (AI)Software
Responsibilities
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
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
Log analysis, trace analysis, and debugging
Issue reproduction in local and staging environments
Root cause identification across distributed systems
Code-level debugging when needed
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
Documentation creation and maintenance
Pattern identification for proactive improvements
Foundation-setting for support engineering as we scale
Knowledge base development
Qualification
Required
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
Preferred
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
Benefits
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
Company
Blitzy
Blitzy is a Generative AI software platform that aims to automate custom software development.
11-50 employees
Funding
Current Stage
Early StageTotal Funding
$4.4M2024-09-03Seed· $4.4M
Leadership Team
S
Siddhant Pardeshi
Chief Technology Officer
Company data provided by crunchbase