EMEA Technical Support Engineer

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

About Us

At LangChain, our mission is to make intelligent agents ubiquitous. We build the foundation for agent engineering in the real world, helping developers move from prototypes to production-ready AI agents that teams can rely on. We began as widely adopted open-source tools and have grown to also offer a platform for building, evaluating, deploying, and operating agents at scale.

With $125M raised at Series B from IVP, Sequoia, Benchmark, CapitalG, and Sapphire Ventures, we’re at a stage where we’re continuing to develop new products, growth is accelerating, and all team members have meaningful impact on what we build and how we work together. LangChain is a place where your contributions can shape how this technology shows up in the real world.

Today, our platform includes LangSmith (Observability, Evaluation, Deployment, Fleet, and Sandboxes), our open source frameworks (LangChain, LangGraph, and Deep Agents), and the newly launched LangSmith Engine for autonomous agent improvement. We have 100M+ monthly open source downloads, 6,000+ active LangSmith customers, and 5 of the Fortune 10 use LangSmith in production (+ 35% of the Fortune 500 overall), including teams at Klarna, Clay, Coinbase, Workday, Lyft, Cloudflare, Harvey, Rippling, Vanta, LinkedIn, Monday.com, Nvidia, and Bridgewater.

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 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, LangChain 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

Compensation & Benefits

• Competitive salary and equity stake for role and stage of company. Commensurate with experience.
• Annual salary range: £80,000 - £110,000

Compensation Philosophy:

We offer competitive compensation that includes base salary, variable compensation for relevant roles, meaningful equity, benefits, and perks.

We are hiring for this role across a range of scope, and the compensation band reflects that. Your offer depends on what we learn about your impact, craft, leadership, and communication during the interview process. We will tell you early where you’re tracking and talk comp with you before offer stage. Team members in the EU, UK, and APAC receive locally competitive benefits aligned with regional norms and regulations.

Benefits

Benefits include medical, dental, and vision coverage, flexible vacation, a 401(k) plan, meals on in-office days in the US and more.