Developer Support Engineer

About the role

Braintrust is seeking Developer Support Engineers to help developers using our agent observability platform. This role involves solving complex technical problems, explaining solutions clearly, and improving the experience for our developer customers. You will work remotely from Singapore, focusing on both mid-level and senior contributions.

Key facts

What you'll do

• Troubleshoot and resolve issues with APIs and SDKs within customer Python or TypeScript codebases.
• Replicate reported software bugs, identify root causes in our code, and collaborate with engineers on fixes.
• Manage support communications with developers via Slack and email, building trust through clear technical explanations.
• Create and update knowledge base articles to address common issues and empower developers.
• Find ways to improve the developer experience, including tools, documentation, and support processes.
• Develop scripts, fix bugs, and contribute to internal tools that enhance support operations.
• Collect and share customer feedback with Product and Engineering to influence development priorities.
• Participate in on-call rotations to address critical customer issues or provide coverage during local holidays.
• Mentor cross-functional colleagues and guide support procedures and escalation handling.
• Formulate and advocate for improvements in developer experience and product reliability.

Requirements

• Experience in a customer-facing technical role supporting developer products, such as a Software Engineer, Customer Engineer, or Technical Account Manager.
• Ability to write, debug, and understand Python and/or TypeScript code.
• Comfortable quickly learning and understanding APIs, SDKs, and developer tools.
• Takes personal responsibility for technical problems and ensures customers are unblocked.
• Communicates clearly, empathetically, and effectively, especially when explaining complex issues.
• Deeply interested in LLM use cases and enthusiastic about supporting tools that enhance AI measurement, reliability, and trustworthiness.

Nice to have

• Background in supporting developer tools, machine learning infrastructure, or observability platforms.
• Familiarity with OpenAI, Anthropic, or similar LLM APIs.
• Experience with datasets, evaluation metrics, or prompt engineering.
• Contributed to support tooling, documentation, or product-led growth initiatives.
• Served as a senior technical team member or tech lead in a high-growth setting, managing ambiguous technical scenarios.
• Submitted code changes to production systems to resolve customer-impacting issues in backend services, SDKs, or infrastructure.
• Holds cloud certifications or has equivalent experience troubleshooting containerized environments (e.g., Terraform, Kubernetes).

Skills & tools

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

Practical notes

Benefits include medical, dental, and vision insurance, daily lunch, snacks, beverages, flexible time off, competitive salary and equity, and a wifi & cellphone stipend.