Braintrust - Platform Support Engineer
Requirements
• Experience in a customer-facing technical role — Support Engineering, SRE, DevOps, Solutions Architecture, or Infrastructure Engineering — or backend/infra engineering experience with real appetite for customer work. • Strong Kubernetes fundamentals: you can deploy, debug, and scale actual workloads, and read a failing pod's story from its events and logs. • Hands-on Terraform, and depth in at least one major cloud (AWS strongly preferred). • Comfort in a backend codebase — Python, TypeScript, or Go — enough to reproduce a bug, trace it to its source, and fix it. • Fluency with observability tooling, and the instinct to reach for data before opinion. • Clear, calm, direct communication under pressure, especially when the customer is technical, blocked, and losing time. • Ownership. You take a problem personally and follow it until the customer is running again. • Supporting self-hosted or on-prem enterprise software, especially in regulated environments. • Multi-cloud experience, particularly Azure or GCP alongside AWS. • Database and data-infrastructure depth — Postgres, ClickHouse, or similar analytical stores. • Experience with observability, ML infrastructure, or developer platforms. • Familiarity with LLM APIs and how teams are building and evaluating agents in production. • Having built support or diagnostic tooling that measurably reduced ticket volume.
Responsibilities
• Own customer-facing support for hybrid and self-hosted Braintrust deployments across AWS, Azure, and GCP — from first install through steady-state operation. • Debug real infrastructure problems: Kubernetes workloads, Terraform state, networking and VPC configuration, IAM and permissions, TLS, and cloud-provider quirks. • Diagnose performance and reliability issues in the backend — ingest throughput, query latency, database and object-store behavior — using logs, metrics, and traces to get to cause rather than symptom. • Lead incident response for customer-impacting issues: triage, communicate clearly while it's still on fire, and drive it to resolution. • Ship fixes. Submit PRs to our backend services, Terraform modules, and deployment tooling rather than handing every problem to Engineering. • Build the tooling that makes the next one easier — diagnostics, health checks, preflight validation, and self-service paths that let customers unblock themselves. • Write and maintain the runbooks and deployment documentation that turn one hard-won answer into a permanent one. • Feed patterns back to Engineering and Product, so the recurring failure modes stop recurring. • Participate in an on-call rotation for critical customer issues.
Benefits
• Work on genuinely hard infrastructure problems, at the scale and pace of the teams building the best AI products in the world. • Sit close to both the customer and the code, with the mandate to fix things in either direction. • Medical, dental, and vision insurance • Daily lunch, snacks, and beverages • Flexible time off • Wifi & cellphone stipend • Equal opportunity
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