Developer Support Engineer

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

📋 Description

• Diagnose, troubleshoot, and resolve API and SDK issues within customers' Python or TypeScript codebases.

• Reproduce bugs reported by customers, pinpoint probable causes in the codebase, and collaborate with the Engineering team on solutions.

• Manage support communications with developers primarily via Slack and email.

• Create and maintain documentation for the knowledge base.

• Identify areas for enhancement in developer tools, documentation, and support processes.

• Write scripts, address bugs, and contribute to internal support tools.

• Communicate customer feedback to Product and Engineering teams to influence roadmap priorities.

• Participate in on-call rotations for urgent customer issues and provide coverage during local holidays.

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

• Develop and advocate for enhancements to the developer experience and product reliability.

⛳️ Requirements

• Experience in supporting developer-oriented products as a Software Engineer, Customer Engineer, Developer Success Engineer, Technical Account Manager, or in a similar technical customer-facing role.

• Proficiency in writing, debugging, and reasoning through Python and/or TypeScript codebases.

• Ability to quickly learn and understand APIs, SDKs, and developer tools.

• Take personal ownership of technical issues until resolved for the customer.

• Strong, empathetic, and effective communication skills, particularly when clarifying complex or confusing matters.

• Interest in LLM use cases and a passion for tools that enhance the measurability, reliability, and trustworthiness of AI.

• Experience with developer tools, ML infrastructure, or observability platforms is a plus.

• Familiarity with OpenAI, Anthropic, or similar LLM APIs is advantageous.

• Comfort with working on datasets, evaluation metrics, or prompt engineering is a bonus.

• Experience in contributing to support tools, documentation, or product-led growth initiatives is a plus.

• Background as a senior technical team member or tech lead in a fast-paced environment is beneficial.

• Experience submitting pull requests to production codebases to resolve customer-impacting issues is a plus.

• Cloud certifications or equivalent experience in troubleshooting containerized environments is a bonus.

🏝️ Benefits

• Medical, dental, and vision insurance.

• Daily lunch, snacks, and beverages.

• Flexible time off.

• Competitive salary and equity.

• Wifi and cellphone stipend.

• Immigration and sponsorship support may be provided based on unique circumstances.