Developer Support Engineer

About the role

Braintrust is seeking dedicated Developer Support Engineers to assist developers utilizing our agent observability platform. This role is vital in helping our developer customers troubleshoot and resolve complex technical issues related to our platform, ensuring a smooth and efficient user experience. As a Support Engineer, you will serve as a technical advisor, problem solver, and communicator, working closely with engineering teams to address customer challenges and improve our support processes. The position involves engaging with developers directly, understanding their technical environments, and providing clear, actionable solutions. You will be based on-site in Singapore, working within our engineering team to support our growing user base, from mid-level to senior developers. This is an excellent opportunity for someone passionate about supporting cutting-edge AI and machine learning tools, with a focus on developer experience and platform reliability. You will contribute to a fast-paced, innovative environment, helping shape the future of our platform's support ecosystem.

Key facts

What you'll do

• Troubleshoot and resolve issues related to APIs and SDKs within customer Python or TypeScript codebases, ensuring developers can quickly unblock themselves and continue their work.
• Reproduce reported bugs accurately, identify root causes within our software, and collaborate with engineering teams to develop effective fixes and improvements.
• Manage ongoing support communications with developers via Slack and email, building trust and rapport through clear, empathetic, and technical explanations.
• Develop, update, and maintain knowledge base articles, FAQs, and documentation to address common issues faced by developers, reducing support load and empowering users.
• Identify opportunities to enhance the developer experience by suggesting improvements to tools, documentation, and internal support processes.
• Write scripts, fix bugs, and contribute to internal tools that streamline support workflows, improve response times, and enhance overall support quality.
• Collect and analyze customer feedback, sharing insights with Product and Engineering teams to influence product development and prioritize features or fixes that improve developer satisfaction.
• Participate in on-call rotations to address critical customer issues, especially during local holidays or high-traffic periods, ensuring continuous support coverage.
• Mentor colleagues across different teams, providing guidance on support procedures, escalation protocols, and technical best practices.
• Advocate for and implement improvements in developer experience, platform reliability, and product robustness based on support interactions and customer feedback.
• Collaborate with cross-functional teams to understand new features, updates, and technical changes, ensuring support documentation and training materials are current and comprehensive.
• Assist in onboarding new developers and customers by providing technical guidance and support during initial setup and integration phases.

Requirements

• Proven experience in a customer-facing technical support role supporting developer products, such as a Software Engineer, Customer Engineer, or Technical Account Manager.
• Strong proficiency in writing, debugging, and understanding Python and/or TypeScript code, with the ability to troubleshoot code issues effectively.
• Ability to quickly learn and understand APIs, SDKs, and developer tools, staying up-to-date with new features and updates.
• Demonstrated responsibility for resolving technical problems, ensuring customers are unblocked and satisfied with the support provided.
• Excellent communication skills, capable of explaining complex technical issues clearly and empathetically to developers of varying skill levels.
• Deep interest in large language models (LLMs) and enthusiasm for supporting tools that improve AI measurement, reliability, and trustworthiness.
• Experience working with support ticketing systems, knowledge bases, or similar support tools is a plus.
• Ability to work effectively in a fast-paced environment, managing multiple support requests simultaneously.
• Strong problem-solving skills and a proactive attitude toward identifying and resolving issues.
• Familiarity with cloud environments, containerization, or infrastructure as code concepts is beneficial but not mandatory.
• Willingness to participate in on-call support rotations and handle urgent customer issues outside of regular hours if needed.

Nice to have

• Background in supporting developer tools, machine learning infrastructure, or observability platforms.
• Familiarity with OpenAI, Anthropic, or similar large language model APIs.
• Experience working with datasets, evaluation metrics, or prompt engineering techniques.
• Contributions to support tooling, documentation, or initiatives aimed at product-led growth.
• Previous experience as a senior technical team member or tech lead in a high-growth environment, managing ambiguous or complex technical scenarios.
• Hands-on experience submitting code changes to production systems to resolve customer-impacting issues in backend services, SDKs, or infrastructure components.
• Cloud certifications or experience troubleshooting containerized environments such as Terraform or Kubernetes.

Skills & tools

• Python
• TypeScript
• APIs
• SDKs
• Slack
• Email
• LLMs
• OpenAI
• Anthropic
• Terraform
• Kubernetes

Practical notes

Our benefits package includes comprehensive medical, dental, and vision insurance to support your health and well-being. We provide daily lunch, snacks, and beverages to keep you energized throughout the day. Flexible time off policies allow you to manage your work-life balance effectively. We offer a competitive salary along with equity options, enabling you to share in the company's growth. Additionally, we provide a wifi and cellphone stipend to ensure you stay connected and productive. Our Singapore-based office environment fosters collaboration and innovation, with all support activities conducted on-site. We value diversity and are committed to creating an inclusive workplace where all team members can thrive.