Job Overview
Location
London
Job Type
Full-time
Category
Software Engineering
Date Posted
June 26, 2026
Full Job Description
đź“‹ Description
- • Diagnose, troubleshoot, and resolve API and SDK issues in customer codebases using Python or TypeScript.
- • Reproduce customer-reported bugs, analyze root causes within Braintrust’s codebase, and collaborate with Engineering teams to implement fixes.
- • Own end-to-end support communications with developer customers via Slack and email, delivering clear, technical, and empathetic responses to build trust.
- • Write, update, and maintain comprehensive knowledge base documentation to turn recurring issues into self-service solutions for future developers.
- • Identify gaps in developer experience and propose improvements to tools, documentation, and support workflows to increase efficiency and reduce friction.
- • Develop and contribute to internal tooling, scripts, and automation that enhance the speed and quality of support operations.
- • Capture, synthesize, and relay detailed customer feedback to Product and Engineering teams to influence roadmap priorities and product direction.
- • Participate in on-call rotations to respond to critical customer incidents and provide coverage during holidays or peak usage periods.
- • Provide technical mentorship to cross-functional peers, guiding support processes, escalation protocols, and best practices for developer engagement.
- • Champion opinionated, developer-centric stances on product reliability, observability, and usability to elevate the overall developer experience.
- • Work closely with Solutions and Engineering teams to align support efforts with product evolution and customer success goals.
- • Engage with developers building LLM-powered applications, helping them overcome technical blockers related to model evaluation, prompt testing, and regression detection.
- • Stay current with emerging trends in AI observability, LLM APIs, and developer tooling to better anticipate and address customer needs.
- • Contribute to a culture of continuous learning, mutual support, and technical excellence within the support and engineering organization.
🎯 Requirements
- • 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.
- • Ability to write, debug, and reason through Python and/or TypeScript codebases.
- • Comfort learning and troubleshooting APIs, SDKs, and developer tools quickly.
- • Strong ownership mindset: follow through on technical problems until customers are fully unblocked.
- • Clear, empathetic, and effective communication skills, especially when explaining complex technical issues.
- • Curiosity about LLM use cases and enthusiasm for supporting tools that make AI more measurable, reliable, and trustworthy.
🏖️ Benefits
- • Medical, dental, and vision insurance
- • Daily lunch, snacks, and beverages
- • Flexible time off
- • Competitive salary and equity
- • Wifi & cellphone stipend
Skills & Technologies
See exactly how your profile matches this role — strengths, skill gaps, and what to do about them.
About Braintrust Data, Inc.
Braintrust Data, Inc. provides an advanced AI observability platform designed for teams building and deploying high-quality AI products. Their comprehensive solution streamlines the AI development lifecycle, offering robust tools for prompt engineering, model evaluation, and real-time production monitoring to ensure performance and prevent regressions. Serving enterprises and AI teams, Braintrust facilitates cross-functional collaboration and systematic improvement of AI applications. Key features include the Brainstore database, purpose-built for AI data, which accelerates log analysis. The platform helps customers achieve significant operational gains, with reported outcomes like a 20x increase in team productivity, enabling organizations to iterate faster and deliver more reliable AI.
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