Application Support Analyst providing support for American Pacific Mortgage's software applications. Ensuring operational efficiency by tracking and resolving end - user issues effectively.
About the role
- Developer Support Engineer at Braintrust improving AI observability and providing developer support. Diagnosing issues and supporting developers in fast-paced environments to help them succeed.
Responsibilities
- Diagnose, troubleshoot, and resolve API and SDK use issues alongside customers codebases (Python or TypeScript).
- Reproduce customer-reported bugs, identify likely causes in our codebase, and collaborate with Engineering to resolve them.
- Own support communications with developers using Braintrust — primarily via Slack and email — and build trust through clear, technical, and empathetic communication.
- Write and maintain knowledge base documentation that turns unknowns into knowns, unblocking future developers.
- Identify opportunities to improve the developer experience, including tools, documentation, and support workflows.
- Write scripts, fix bugs, and contribute to internal tooling that enhances the support process.
- Capture and relay customer feedback to Product and Engineering, helping shape roadmap priorities.
- Participate in on-call rotations, responding to critical customer issues or providing coverage during local holidays.
- Provide technical mentorship to cross functional peers and guide support processes and escalation handling.
- Develop and champion opinionated stances on improving developer experience and product reliability.
Requirements
- Have 3-8+ years of experience supporting developer-facing products as a Support Engineer, Developer Success Engineer, Technical Account Manager, or similar technical post-sales role.
- Can write, debug, and reason through Python and/or TypeScript codebases.
- Are comfortable learning and reasoning about APIs, SDKs, and developer tools quickly.
- Take personal ownership of technical problems and follow through until customers are unblocked.
- Communicate clearly, empathetically, and effectively — especially when explaining complex or confusing issues.
- Are insatiably curious about use cases for LLMs and excited to support 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
- AI Stipend
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