Senior Technical Support Engineer

LangChain; Cambridge (MA); Remote; USD 130,000 - 195,000; Full time

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.

Skills

Technical support

SRE / solutions engineering

Python

Kubernetes

Docker

APIs & SDKs

Datadog

Enterprise support

Tools

Datadog

OpenTelemetry

3rd-party integrations

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.

About The Role

We’re hiring a Senior 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

• 6+ 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

Location

Remote

Compensation

• Annual salary range: $130,000 - $195,000 USD + equity

Compensation Philosophy:

We offer competitive compensation that includes base salary, variable compensation for relevant roles, meaningful equity, benefits, and perks. Actual compensation and offerings will vary based on role, level, and location. 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.