EMEA AI Platform Support Engineer (Equity, Flexible PTO)

Wwshemi; Greater London; Hybrid; GBP 80,000 - 110,000; Full time

Benefits offered by this job

Equity stake

Regionally competitive benefits

Job summary

LangChain is hiring a Technical Support Engineer to lead our customer support for highly technical users, from AI engineers to infrastructure architects. You will help debug production LLM applications, improve observability and evaluations, and unblock critical issues.

You will collaborate with engineering, operations, and product teams to resolve escalations and build tooling for scalable support. This is a high-ownership, customer-focused role with strong growth potential.

Qualifications

• 4+ years in technical support, solutions engineering, or SRE roles in deeply technical B2B environments.
• Expert troubleshooting across APIs, SDKs, distributed systems, and cloud-native stacks.
• Programming experience with Python (TypeScript a plus).
• Hands-on knowledge of Kubernetes and Docker.
• Experience supporting enterprise customers and collaborating with engineering on escalations.

Responsibilities

• Be the go-to escalation point for technical support inquiries across customer setups and deployments.
• Collaborate with engineering, operations, documentation, and product teams to resolve bugs and patches.
• Partner with Deployed Engineering to support enterprise customers.
• Build and refine internal tooling, diagnostics, and runbooks for complex triage.
• Lead post-mortems for critical incidents and feed learnings back into product/docs.
• Improve support KPIs (MTTR, CSAT) and drive continuous improvement.
• Enhance documentation and knowledge articles for proactive support.
• Mentor and coach other support engineers.

Skills

Python

Kubernetes

Docker

APIs

SDKs

Distributed systems

Datadog

OpenTelemetry

Tools

Datadog

OpenTelemetry

Job description

LangChain is hiring a Technical Support Engineer to lead our customer support for highly technical users, from AI engineers to infrastructure architects. You will help debug production LLM applications, improve observability and evaluations, and unblock critical issues.

You will collaborate with engineering, operations, and product teams to resolve escalations and build tooling for scalable support. This is a high-ownership, customer-focused role with strong growth potential.