Developer Support Engineer

ABOUT THE COMPANY Braintrust is the AI observability platform. By connecting evals and observability in one workflow, Braintrust gives builders the visibility to understand how AI behaves in production and the tools to improve it. Teams at Notion, Stripe, Zapier, Vercel, and Ramp use Braintrust to compare models, test prompts, and catch regressions — turning production data into better AI with every release. ABOUT THE ROLE At Braintrust, surprisingly good developer support is one of our most important strategic advantages. Our customers are developers building LLM-powered applications, and they move fast. We win by helping them move faster. We’re looking for Developer Support Engineers — both mid-level and senior — who are obsessed with helping developers overcome challenging technical blockers to achieve their goals. You’ll troubleshoot issues, identify workarounds, ship fixes, and document your findings to help future developers move faster. This role blends technical problem solving, developer empathy, and tight collaboration with Engineering, Solutions, and Product. If you love solving complex problems, explaining technical concepts clearly, and making developers’ lives easier, we’d love to talk with you. Our preferred locations are in the San Francisco, New York, London, or Singapore metro areas for hybrid in person collaboration, but can be flexible for experienced candidates open to working matching timezone hours. WHAT YOU’LL DO - Diagnose, troubleshoot, and resolve API and SDK use issues alongside customers codebases (Python or TypeScript). - Reproduce customer-reported bugs, identify likely causes in our codebase, and collaborate with Engineering to resolve them. - Own support communications with developers using Braintrust — primarily via Slack and email — and build trust through clear, technical, and empathetic communication. - Write and maintain knowledge base documentation that turns unknowns into knowns, unblocking future developers. - Identify opportunities to improve the developer experience, including tools, documentation, and support workflows. - Write scripts, fix bugs, and contribute to internal tooling that enhances the support process. - Capture and relay customer feedback to Product and Engineering, helping shape roadmap priorities. - Participate in on-call rotations, responding to critical customer issues or providing coverage during local holidays. - Provide technical mentorship to cross functional peers and guide support processes and escalation handling. - Develop and champion opinionated stances on improving developer experience and product reliability. WHAT WE'RE LOOKING FOR - Have 3-8+ years of experience supporting developer-facing products as a Support Engineer, Developer Success Engineer, Technical Account Manager, or similar technical post-sales role. - Can write, debug, and reason through Python and/or TypeScript codebases. - Are comfortable learning and reasoning about APIs, SDKs, and developer tools quickly. - Take personal ownership of technical problems and follow through until customers are unblocked. - Communicate clearly, empathetically, and effectively — especially when explaining complex or confusing issues. - Are insatiably curious about use cases for LLMs and excited to support tools that make AI more measurable, reliable, and trustworthy. BONUS POINTS FOR - Experience supporting developer tools, ML infrastructure, or observability platforms. - Familiarity with OpenAI, Anthropic, or similar LLM APIs. - Comfort working with datasets, evaluation metrics, or prompt engineering. - Experience contributing to support tooling, documentation, or product-led growth initiatives. - Have been a senior technical team member or tech lead in a high-growth environment, taking ownership of ambiguous technical scenarios. - Have submitted PRs to production codebases to fix customer-impacting issues in backend services, SDKs, or infrastructure. - Hold cloud certifications or equivalent experience tro