Senior Technical Support Engineer

LangChain; Los Angeles (CA); On-site; USD 130,000 - 195,000; Full time

Job summary

A leading technology firm is seeking a Technical Support Engineer in Los Angeles to enhance customer support for technical users including AI engineers. The role involves diagnosing customer issues, working closely with product teams, and mentoring support engineers. Required qualifications include 4+ years in technical support or solutions engineering, proficiency in Python, and experience with Kubernetes and Docker. This position offers a remote work environment within Central or Pacific time zones, with a salary range of $130,000 to $195,000.

Qualifications

• 4+ years in technical support, solutions engineering, or SRE roles.
• Expert troubleshooting across APIs, SDKs, and distributed systems.
• Hands-on experience with Kubernetes and Docker.

Responsibilities

• Diagnosing issues across customer setups and products.
• Partnering with Engineering to resolve bugs.
• Mentoring and coaching support engineers.

Skills

Technical support experience

Troubleshooting APIs

Python programming

Kubernetes knowledge

Docker experience

Cloud-native stack familiarity

Communication skills

Tools

Datadog

OpenTelemetry

Job description

About the Role

We’re hiring a 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

• 4+ 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, must be in Central or Pacific time zone.

Compensation

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