Senior Technical Support Engineer

Applied Methods Ltd; San Francisco (CA); Hybrid; USD 130,000 - 195,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

401(k) plan

Flexible vacation

Meals on in-office days in US

Job summary

LangChain seeks a Senior Technical Support Engineer to lead the customer support experience for highly technical users. You will diagnose issues across deployments, work with engineering and product teams, and support enterprise customers.

The role emphasizes API, SDK, and cloud-native troubleshooting, with Python (TypeScript a bonus) and Kubernetes/Docker proficiency. This is a remote position with a competitive USD salary and equity.

Qualifications

• 6+ years in technical support, solutions engineering, or SRE in deeply technical B2B environments.

Responsibilities

• Be the go-to escalation point for technical support across setup, LangChain products, and deployments.
• Collaborate with engineering, operations, docs, and product to resolve bugs and patch requests.
• Partner with Deployed Engineering to support critical enterprise customers.
• Build and refine internal tooling, diagnostics, and runbooks for complex triage.
• Lead post-mortems and feed learnings back into product and documentation.
• Refine support KPIs (MTTR, CSAT) and drive continuous improvement.
• Improve documentation and knowledge articles for proactive, 1-to-many support.
• Mentor and coach other support engineers.

Skills

APIs

SDKs

Distributed systems

Cloud-native stacks

Python

TypeScript

Kubernetes

Docker

Datadog

OpenTelemetry

LLM providers

Enterprise customers

Tools

Kubernetes

Docker

Datadog

OpenTelemetry

Job description

# Senior Technical Support EngineerSenior6+ yrsCustomer EngineeringSan Francisco, CARemoteFull-TimePosted yesterday◆AI fluency stated as a requirement## About the role# **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 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.# BenefitsBenefits include medical, dental, and vision coverage, flexible vacation, a 401(k) plan, meals on in-office days in the US and more.