Senior Technical Support Engineer

OpenKrill; United States; On-site; 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

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.

We are hiring for this role across a range of scope, and the compensation band reflects that. Your offer depends on what we learn about your impact, craft, leadership, and communication during the interview process. We will tell you early where you’re tracking and talk comp with you before offer stage. 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.