Remote: Senior AI Platform Support Engineer

Openkrill; United States; Remote; USD 130,000 - 195,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

Flexible vacation

401(k) plan

Job summary

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

You will define world-class technical support for modern AI platforms, collaborating with engineering, operations, and product teams to strengthen resolution speed and customer outcomes. Remote role.

Qualifications

• 6+ 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; TypeScript a bonus.
• Hands-on knowledge of Kubernetes and Docker; logs, traces, metrics usage.

Responsibilities

• Be the go-to escalation point for technical support inquiries across setups, products, and deployments.
• Work with engineering, operations, documentation, and product teams to resolve bugs and patches.
• Support enterprise customers in collaboration with Deployed Engineering.
• Build and refine internal tooling, diagnostics, and runbooks for triage.
• Lead post-mortems for incidents and feed learnings into product/docs.
• Refine KPIs for support health and drive continuous improvement.
• Enhance documentation and knowledge articles for proactive support.
• Mentor and coach other support engineers.

Skills

Technical support

Python

Kubernetes

Docker

Datadog

OpenTelemetry

Enterprise support

SRE mindset

Tools

Datadog

OpenTelemetry

Kubernetes

Docker

Job description

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

You will define world-class technical support for modern AI platforms, collaborating with engineering, operations, and product teams to strengthen resolution speed and customer outcomes. Remote role.