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Customer Reliability Manager at Braintrust | San Francisco

BraintrustSan FranciscoNew
On-site Full-time

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Experience Level

Manager

Qualifications

ResponsibilitiesLead and develop a team of Customer Reliability Engineers, ensuring high-quality, reliable support across all Braintrust deployment models: hybrid, BYOC, and enterprise SaaS. Manage primary after-hours on-call duties for high-severity customer issues (SEV1), with support from Customer Solution Architects and Developer Support Engineers. Oversee incident response and escalation processes, empowering customer infrastructure teams while actively participating in resolving urgent issues. Handle daily tickets related to deployments, upgrades, and performance troubleshooting. Assess and prioritize deployment-related feature requests and bug reports, implementing fixes when feasible and coordinating with Professional Services for custom work as necessary. Lead new BYOC deployments and system upgrades. Respond to critical alerts for BYOC clients.

About the job

About Braintrust

Braintrust is the leading AI observability platform, seamlessly integrating evaluations and observability in one cohesive workflow. This enables developers to gain critical insights into AI behavior in production and equips them with the necessary tools to enhance performance.

Renowned companies such as Notion, Stripe, Zapier, Vercel, and Ramp leverage Braintrust to compare models, test prompts, and identify regressions, transforming production data into superior AI outcomes with each release.

Role Overview

At Braintrust, exceptional customer support is a cornerstone of our strategic advantage. Our support team is integrated within Engineering, dedicated to alleviating obstacles in product deployment and operation. Our clientele primarily comprises developers creating LLM-powered applications who require fast, efficient support. Our success hinges on empowering their rapid development.

We are in search of a dynamic manager to lead a team of experienced Customer Reliability Engineers, focused on delivering outstanding support and optimizing customer infrastructure. This team will tackle challenges associated with Braintrust's diverse deployment models, including hybrid, Bring Your Own Cloud (BYOC), and SaaS Enterprise. Engineers will directly address infrastructure issues, manage critical customer environments, and ensure product reliability across all deployment types.

This position merges engineering leadership, deployment acumen, and customer experience. If you are passionate about mentoring senior talent, streamlining complex support processes, and minimizing developer challenges, we would love to connect with you.

About Braintrust

Braintrust is at the forefront of AI observability, offering a unified platform that enhances visibility into AI performance for developers. By enabling real-time insights and tools for improvement, Braintrust drives efficiency and better outcomes for AI applications.

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