Key skills
TypeScriptPythonGoAILLMLangChainKubernetesDockerDatadogOpenTelemetry
About this role
LangChain is a company focused on making intelligent agents ubiquitous, helping developers transition from prototypes to production-ready AI agents. The Senior Technical Support Engineer will lead customer support for technical users and help resolve issues related to production LLM applications and agents.
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
Requirements:
- 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
- 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
- Bonus if you have TypeScript experience