Senior AI Platform Support Engineer (Remote)

LangChain

Cambridge (MA)

Remote

USD 130,000 - 195,000

Full time

6 days ago

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Benefits offered by this job

Equity

Medical, dental, and vision

Flexible vacation

401(k) plan

Remote-friendly

Job summary

LangChain is seeking a Senior Technical Support Engineer to lead the customer support experience for highly technical users, from AI engineers to infrastructure architects. You’ll help debug production LLM applications and improve AI observability and evaluations, unblock critical issues, and define world‑class support for modern AI platforms.

You’ll work with engineering and product teams to resolve bugs, refine diagnostics, and build escalations, documentation, and knowledge resources,

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.
Proficiency in Python; TypeScript is a plus.
Hands-on knowledge of Kubernetes and Docker.
Experience with logs, traces, and metrics in Datadog and with OpenTelemetry.
Experience supporting enterprise customers and collaborating with engineering on escalations.

Responsibilities

Be the escalation owner for technical support inquiries across customer setup and deployment issues.
Collaborate with engineering, operations, documentation, and product teams to resolve bugs and advocate for customers.
Partner with Deployed Engineering to support enterprise customers.
Build and refine internal tooling, diagnostics, and runbooks for complex triage.