Developer Support Engineer

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 a minimum of one year of experience supporting developer-facing products as a Support Engineer, Developer Success Engineer, Technical Account Manager, or similar customer facing 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 troubleshooting containerized environments (e.g., Terraform, Kubernetes).