Senior Technical Support Engineer

45 Minutes ago • 4 Years + • $130,000 PA - $170,000 PA

Software Development & Engineering

Job Description

LangChain is seeking a Senior Technical Support Engineer to lead customer support for highly technical users, including AI engineers and infrastructure architects. This role involves debugging production LLM applications, improving AI observability, and resolving critical issues. The successful candidate will help define world-class technical support for modern AI platforms, working with engineering, operations, documentation, and product teams to ensure customer success and drive continuous improvement.

Good To Have:

TypeScript experience

Must Have:

Be the go-to escalation point for technical support inquiries—diagnosing issues across customer setup, products, and deployment issues.
Work directly with engineering, operations, documentation, and product teams to resolve bugs, suggest patches, and advocate for customer needs.
Partner with Deployed Engineering to support critical enterprise customers.
Build and refine internal tooling, diagnostics, and runbooks for complex issue triage.
Lead post-mortems for critical incidents and feed learnings back into product and documentation.
Help refine KPIs for support health (MTTR, CSAT, bug recurrence) and drive continuous improvement.
Improve documentation and knowledge articles to improve 1-to-many resources and provide proactive support.
Mentor and coach other support engineers.
4+ years in technical support, solutions engineering, or SRE roles in deeply technical B2B environments (e.g., observability, infrastructure, data platforms).
Expert troubleshooting skills across APIs, SDKs, distributed systems, and cloud-native stacks.
Programming experience with Python.
Hands-on knowledge of Kubernetes and Docker.
Comfort working with logs, traces, metrics in Datadog, and 3rd-party integrations (e.g., OpenTelemetry, LLM providers).
Experience supporting enterprise customers and collaborating with engineering on complex escalations.
A bias for clarity and continuous improvement: you write succinct, helpful, and accurate responses and build a foundation for case deflection.
High ownership — want to do what’s best for the customer and the company and are relentlessly results oriented.

Perks:

Competitive salary and equity stake for role and stage of company. Commensurate with experience.

Add these skills to join the top 1% applicants for this job

problem-solving

game-texts

docker

kubernetes

python

typescript

About LangChain

At LangChain, our mission is to make intelligent agents ubiquitous. We help developers build mission-critical AI applications across the entire agent development lifecycle. Our open source frameworks — LangChain and LangGraph — see over 70+ million downloads per month. Developers rely on LangChain for composable integrations and LangGraph for controllable agent orchestration. Our commercial agent platform, consisting of LangSmith and LangGraph Platform, enables teams to build, test, run, and manage agents at scale across their organization.

Founded in 2023, LangChain powers top engineering teams at companies like Replit, Lovable, Clay, Klarna, LinkedIn, and more.

About the role

We’re hiring a Senior Technical Support Engineer to lead our customer support experience for highly technical users, from AI engineers to infrastructure architects. You’ll be on the front lines helping teams debug production LLM applications and agents, improve AI observability and evaluations, and unblock critical issues. You’ll also help define what world-class technical support looks like for modern AI platforms

Key Responsibilities

Be the go-to escalation point for technical support inquiries—diagnosing issues across customer setup, products, and deployment issues.
Work directly with engineering, operations, documentation, and product teams to resolve bugs, suggest patches, and advocate for customer needs.
Partner with Deployed Engineering to support critical enterprise customers.
Build and refine internal tooling, diagnostics, and runbooks for complex issue triage.
Lead post-mortems for critical incidents and feed learnings back into product and documentation.
Help refine KPIs for support health (MTTR, CSAT, bug recurrence) and drive continuous improvement.
Improve documentation and knowledge articles to improve 1-to-many resources and provide proactive support.
Mentor and coach other support engineers.

How to be successful in this role

4+ years in technical support, solutions engineering, or SRE roles in deeply technical B2B environments (e.g., observability, infrastructure, data platforms).
Expert troubleshooting skills across APIs, SDKs, distributed systems, and cloud-native stacks.
Programming experience with Python. Bonus if you have TypeScript experience.
Hands-on knowledge of Kubernetes and Docker
Comfort working with logs, traces, metrics in Datadog, and 3rd-party integrations (e.g., OpenTelemetry, LLM providers).
Experience supporting enterprise customers and collaborating with engineering on complex escalations.
A bias for clarity and continuous improvement: you write succinct, helpful, and accurate responses and build a foundation for case deflection.
High ownership — want to do what’s best for the customer and the company and are relentlessly results oriented