Escalation Engineer
| Company | Braintrust |
|---|---|
| Location | San Francisco, CA, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | |
| Experience Level | Junior |
Requirements
- You’ve supported technical users before (ideally developers) and know what good async support looks like
- You can write, debug, and reason through Python (bonus: TypeScript too)
- You’re comfortable learning and reasoning about APIs, SDKs, and tools quickly
- You take ownership of problems — even when they cross team lines — and follow through until users are unblocked
- You write clearly, kindly, and effectively — especially when things are confusing
- You’re curious about LLMs and excited to support tools that make AI more measurable, reliable, and trustworthy
Responsibilities
- Own and respond to technical support issues from developers using Braintrust — primarily via Slack and email
- Debug API and SDK issues across Python and TypeScript codebases
- Reproduce bugs and work closely with Engineering to prioritize and resolve them
- Write clear, friendly explanations and surface improvements to docs, guides, and error messages
- Help users design successful evaluation workflows, even when they’re unsure what’s going wrong
- Occasionally jump in to write a script, fix a bug, or contribute to internal tools when needed
- Capture and relay customer feedback to Product and Engineering to shape roadmap and priorities
Preferred Qualifications
- Experience supporting developer tools, ML infrastructure, or observability products
- Familiarity with OpenAI, Anthropic, or similar LLM APIs
- Comfort working with datasets, evaluation metrics, or prompt engineering
- Contributions to support tooling, docs, or product-led growth initiatives