Developer Support Engineer

About Braintrust

Braintrust offers an agent observability platform that leverages intelligent analysis of agent traces to highlight critical operational patterns. It empowers teams with enhanced visibility into agent behavior in production and provides tools for continuous improvement. Esteemed organizations such as Notion, Stripe, Box, OpenAI, and Cloudflare rely on Braintrust to monitor their agents, identify issues in observability data, and conduct evaluations to improve performance.

Role Overview

As a Developer Support Engineer based remotely in Singapore, you will play a key role in delivering exceptional technical support to developers creating applications powered by large language models (LLMs). The role requires diagnosing complex problems, providing effective solutions, and improving developer workflows by collaborating closely with Engineering, Solutions, and Product teams. The ideal candidate is passionate about technical problem-solving, empathizes with developer challenges, and excels at clear communication.

Key Responsibilities

• Analyze, troubleshoot, and resolve issues related to the use of Braintrust's API and SDK in client codebases utilizing Python or TypeScript.
• Replicate reported bugs, pinpoint root causes within Braintrust’s source code, and work collaboratively with Engineering to develop resolutions.
• Manage support interactions primarily through Slack and email, fostering trust and rapport with developer customers via precise, empathetic communication.
• Create and update comprehensive documentation to convert unknown challenges into accessible information, facilitating smoother future developer experiences.
• Identify and advocate for improvements in developer experience, including refining tools, documentation, and support processes.
• Develop scripts, debug code, and contribute enhancements to the internal support infrastructure.
• Relay customer insights and feedback to Product and Engineering teams to influence roadmap and feature prioritization.
• Participate in on-call rotations to handle urgent customer issues and provide holiday coverage.
• Offer technical mentorship within the team and direct support escalation procedures.
• Promote well-founded opinions on augmenting developer experience and improving product dependability.

Candidate Profile

• Proven experience in developer-facing technical support roles such as Software Engineer, Customer Engineer, Developer Success Engineer, or Technical Account Manager.
• Proficiency in writing, debugging, and reasoning through Python and/or TypeScript codebases.
• Ability to quickly understand APIs, SDKs, and developer tools.
• Strong sense of accountability in resolving technical challenges and ensuring customer success.
• Excellent communication skills, able to convey intricate technical ideas clearly and empathetically.
• Deep curiosity about applications of LLMs and eagerness to enhance AI tooling quality, reliability, and transparency.

Preferred Qualifications

• Background supporting developer tools, machine learning infrastructure, or observability platforms.
• Familiarity with LLM APIs from providers like OpenAI or Anthropic.
• Experience with datasets, evaluation metrics, or prompt engineering.
• Contributions to support-driven tooling, documentation, or initiatives focused on product-led growth.
• Leadership experience as a senior technical team member or tech lead in dynamic growth settings handling ambiguous issues.
• Track record of submitting pull requests that address production-impacting problems in backend services, SDKs, or infrastructure.
• Cloud certifications or hands-on experience managing containerized environments with technologies like Terraform or Kubernetes.

Why Join Braintrust

• Engage in building a supportive and knowledge-sharing culture.
• Take on challenging, novel technical issues encountered by developers.
• Leave a legacy by simplifying future developers’ experiences through your contributions.

Benefits

• Comprehensive medical, dental, and vision coverage.
• Daily provision of lunch, snacks, and drinks.
• Flexible vacation and time off policies.
• Competitive compensation combined with equity options.
• Wifi and mobile phone expense reimbursements.

Equal Opportunity

Braintrust is committed to equal employment opportunity and considers all applicants regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, veteran status, or disability.

Compensation

The salary range for this position is between SGD 140,000 and SGD 190,000 annually.