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Braintrust is seeking a Customer Reliability Manager to build and lead a team of senior Customer Reliability Engineers. This role focuses on providing high-quality support for AI observability products, reducing friction in product deployment and operation for developer customers. The manager will oversee a team responsible for infrastructure issues, high-stakes customer environments, and product reliability across various deployment models (hybrid, BYOC, SaaS Enterprise). This position blends engineering leadership, deployment expertise, and customer experience, requiring the ability to uplevel senior talent, scale complex support operations, and reduce pain points for developers building LLM-powered applications. Responsibilities include leading the team, managing the after-hours on-call rotation for SEV1 incidents, running incident response, troubleshooting deployments and performance, triaging and fixing issues, leading BYOC deployments, and synthesizing customer feedback for product improvement. The ideal candidate has extensive experience leading support for developer-facing products, deep familiarity with Terraform, Helm, and Kubernetes, and is skilled in debugging backend services and infrastructure.
Braintrust is the AI observability platform. By connecting evals and observability in one workflow, Braintrust gives builders the visibility to understand how AI behaves in production and the tools to improve it.
Teams at Notion, Stripe, Zapier, Vercel, and Ramp use Braintrust to compare models, test prompts, and catch regressions — turning production data into better AI with every release.
At Braintrust, exceptional support is one of our most important strategic advantages. Support is part of Engineering at Braintrust and exists to help reduce friction in the deployment and operation of our product. Our customers are developers building LLM-powered applications, and they move fast. We win by helping them move faster.
We’re looking for a manager to build and lead a team of highly senior and knowledgeable Customer Reliability Engineers to provide ambitiously high quality support focused on customer infrastructure. This team is responsible for reducing friction associated with Braintrust's various deployment models (hybrid, BYOC, and SaaS Enterprise). Engineers on this team directly scope and attempt fixes for infrastructure issues, manage high-stakes customer environments, and ensure product reliability across all customer deployment types.
This role blends engineering leadership, deployment expertise, and customer experience. If you love upleveling Senior+ level talent, scaling cutting edge and complex support motions, and reducing pain for developers, we’d love to talk with you.
Braintrust is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.