EMEA AI Platform Support Engineer

LangChain; London (KY); Hybrid; USD 107,000 - 148,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

401(k) plan

Meals on in-office days in the US

Job summary

LangChain is hiring a Technical Support Engineer to lead the customer support experience for highly technical users ranging from AI engineers to infrastructure architects. You’ll diagnose production LLM application issues, improve observability and evaluations, and help shape world-class technical support for modern AI platforms.

You will collaborate with engineering, operations, and product teams to resolve bugs, refine runbooks, and drive customer success while mentoring junior engineers and

Qualifications

• 4+ years in technical support, solutions engineering, or SRE in deeply technical B2B environments.
• Expert troubleshooting across APIs, SDKs, distributed systems, and cloud-native stacks.
• Programming experience with Python; bonus if TypeScript.
• Hands-on knowledge of Kubernetes and Docker.
• Comfort working with logs, traces, metrics in Datadog and OpenTelemetry.
• Experience supporting enterprise customers and collaborating with engineering on escalations.
• A bias for clarity and continuous improvement: you write succinct, helpful responses and drive case deflection.

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 provide proactive support.
• Mentor and coach other support engineers.

Skills

Technical support

APIs & SDKs

Kubernetes & Docker

Python

TypeScript

Datadog observability

Tools

OpenTelemetry

Job description

LangChain is hiring a Technical Support Engineer to lead the customer support experience for highly technical users ranging from AI engineers to infrastructure architects. You’ll diagnose production LLM application issues, improve observability and evaluations, and help shape world-class technical support for modern AI platforms.

You will collaborate with engineering, operations, and product teams to resolve bugs, refine runbooks, and drive customer success while mentoring junior engineers and