Senior Technical Support Engineer
LangChain · Remote · San Francisco, CA · Chicago, IL · Austin, TX · Atlanta, GA · Tampa, FL · Seattle, WA · Boston, MA · New York, NY · San Diego, CA · Washington DC · Los Angeles, CA ·
COMPENSATION
€•• – ••k
Listed on the employer's job board (Ashby)
- Senior level role
- Fully remote
- Python + Kubernetes
- AI/LLM focus
- Equity included
Join LangChain to lead technical support for developers building production-ready AI agents. You will serve as the primary escalation point for complex issues involving LangSmith and open-source frameworks, working directly with engineering and product teams to resolve bugs and enhance customer experience.
What you'll do
- Serve as the main escalation point for technical support inquiries and deployment issues
- Collaborate with engineering and product teams to resolve bugs and advocate for users
- Support critical enterprise customers alongside the Deployed Engineering team
- Develop internal tooling, diagnostics, and runbooks for efficient issue triage
- Lead post-mortems for critical incidents and integrate lessons into documentation
- Refine support KPIs such as MTTR and CSAT to drive continuous improvement
- Enhance knowledge articles and documentation to enable proactive support
- Mentor and coach other members of the support engineering team
What you'll need
- Six or more years in technical support, solutions engineering, or SRE roles
- Experience in deeply technical B2B environments like observability or infrastructure
- Expert troubleshooting skills across APIs, SDKs, and distributed systems
- Proficiency in Python programming language
- Hands-on knowledge of Kubernetes and Docker technologies
- Comfortable analyzing logs, traces, and metrics using Datadog
- Experience with third-party integrations such as OpenTelemetry and LLM providers
- Proven track record supporting enterprise customers and managing complex escalations
Nice to have
- Programming experience with TypeScript
Stack
- Python
- TypeScript
- Kubernetes
- Docker
- Datadog
- OpenTelemetry
- LangChain
- LangSmith
How you'll work
- Fully remote position
- Global hiring with local benefits alignment
What you get
- Medical, dental, and vision coverage
- Flexible vacation policy
- 401(k) retirement plan
- Equity compensation
- Meals provided on in-office days in the US