Developer Support Engineer

This is a fully remote position, open to applicants in Singapore.

📋 Description

• Diagnose, troubleshoot, and resolve issues related to API and SDK usage within customer codebases (Python or TypeScript).

• Reproduce bugs reported by customers, pinpoint potential causes within our codebase, and collaborate with the Engineering team to address them.

• Manage support communications with developers utilizing Braintrust — primarily through Slack and email — fostering trust through clear, technical, and empathetic interactions.

• Create and maintain knowledge base documentation that transforms uncertainties into certainties, facilitating future developer progress.

• Identify areas for enhancement in the developer experience, including tools, documentation, and support workflows.

• Write scripts, resolve bugs, and contribute to internal tools that streamline the support process.

• Collect and communicate customer feedback to the Product and Engineering teams, aiding in the prioritization of the roadmap.

• Engage in on-call rotations, addressing critical customer concerns or providing coverage during local holidays.

• Offer technical mentorship to cross-functional peers and guide support processes and escalation management.

• Develop and advocate for well-considered perspectives on enhancing the developer experience and product reliability.

⛳️ Requirements

• Possess at least one year of experience in supporting developer-facing products as a Support Engineer, Developer Success Engineer, Technical Account Manager, or a similar customer-facing role.

• Capable of writing, debugging, and reasoning through Python and/or TypeScript codebases.

• Comfortable learning about and quickly understanding APIs, SDKs, and developer tools.

• Take personal responsibility for technical issues and ensure resolution until customers are unblocked.

• Communicate clearly, empathetically, and effectively — particularly when clarifying complex or confusing matters.

• Have an insatiable curiosity regarding use cases for LLMs and a passion for supporting tools that enhance AI's measurability, reliability, and trustworthiness.

🏝️ Benefits

• Medical, dental, and vision insurance

• Daily lunch, snacks, and beverages

• Flexible time off

• Competitive salary and equity

• Wifi & cellphone stipend