Platform Support Engineer

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

📋 Description

• Lead customer-facing support for hybrid and self-hosted Braintrust implementations across AWS, Azure, and GCP from the initial installation to steady-state operations.

• Troubleshoot Kubernetes workloads, Terraform state, networking and VPC setups, IAM and permissions, TLS, and cloud provider-related issues.

• Identify backend performance and reliability challenges related to ingest throughput, query latency, databases, and object storage through logs, metrics, and traces.

• Oversee incident response for issues impacting customers, including triage, communication, and resolution processes.

• Propose fixes for backend services, Terraform modules, and deployment tools.

• Develop diagnostics, health checks, preflight validations, and self-service tools.

• Document and maintain runbooks and deployment procedures.

• Relay recurring failure trends to Engineering and Product teams.

• Engage in an on-call rotation for critical customer concerns.

• Work closely with Cloud Infrastructure, Engineering, and Developer Support teams.

⛳️ Requirements

• Experience in a technical customer-facing role such as Support Engineering, SRE, DevOps, Solutions Architecture, or Infrastructure Engineering, or backend/infra engineering experience with a passion for customer interaction.

• Solid understanding of Kubernetes, including deployment, debugging, and scaling workloads, as well as interpreting pod events and logs.

• Practical experience with Terraform.

• Proficiency in at least one major cloud platform, with a strong preference for AWS.

• Familiarity with backend codebases in Python, TypeScript, or Go sufficient to reproduce, trace, and resolve bugs.

• Proficient in using observability tools.

• Ability to communicate clearly, calmly, and directly under pressure.

• Demonstrated ownership and follow-through on customer issues.

• Participation in an on-call rotation for critical customer matters.

• Bonus: experience in supporting self-hosted or on-premises enterprise software, particularly within regulated environments.

• Bonus: multi-cloud experience, especially with Azure or GCP in addition to AWS.

• Bonus: experience with databases and data infrastructure, particularly with Postgres, ClickHouse, or similar analytical storage solutions.

• Bonus: experience with observability, ML infrastructure, or developer platforms.

• Bonus: familiarity with LLM APIs and building and evaluating production agents.

• Bonus: experience in creating support or diagnostic tools that have reduced ticket volume.

🏝️ 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.