Developer Support Engineer
Provides hands-on technical support for developers using APIs, SDKs, and LLM observability tools. The role troubleshoots customer code, reproduces and fixes bugs, improves documentation and tooling, and partners with Engineering and Product.
About the job
Responsibilities
- Diagnose, troubleshoot, and resolve API and SDK issues in customers' Python or TypeScript codebases.
- Reproduce customer-reported bugs, identify likely causes in the codebase, and collaborate with Engineering on fixes.
- Own support communications with developers primarily through Slack and email, building trust through clear, technical, and empathetic communication.
- Write and maintain knowledge base documentation.
- 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 to help shape roadmap priorities.
- Participate in on-call rotations for critical customer issues and local holiday coverage.
- Mentor cross-functional peers and guide support processes and escalation handling.
- Develop and champion improvements to developer experience and product reliability.
Requirements
- Experience supporting developer-facing products in a customer-facing technical role such as Software Engineer, Customer Engineer, Developer Success Engineer, or Technical Account Manager.
- Ability to write, debug, and reason through Python and/or TypeScript codebases.
- Ability to quickly learn and reason about APIs, SDKs, and developer tools.
- Ownership of technical problems through resolution.
- Clear, empathetic, and effective communication, especially when explaining complex issues.
- Curiosity about LLM use cases and enthusiasm for tools that make AI more measurable, reliable, and trustworthy.
Nice-to-Haves
- Experience supporting developer tools, ML infrastructure, or observability platforms.
- Familiarity with OpenAI, Anthropic, or similar LLM APIs.
- Experience with datasets, evaluation metrics, or prompt engineering.
- Experience contributing to support tooling, documentation, or product-led growth initiatives.
- Experience as a senior technical team member or tech lead in a high-growth environment.
- Production pull requests fixing customer-impacting issues in backend services, SDKs, or infrastructure.
- Cloud certifications or equivalent experience troubleshooting containerized environments such as Terraform and Kubernetes.
Compensation and Benefits
- Competitive salary and equity.
- Medical, dental, and vision insurance.
- Daily lunch, snacks, and beverages.
- Flexible time off.
- Wi-Fi and cellphone stipend.
Skills
Python, TypeScript, APIs, SDKs, Slack, LLM APIs, OpenAI, Anthropic, Prompt Engineering, Terraform, Kubernetes, Observability
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