Senior Technical Support Engineer
About this role
Troubleshooting production LLM applications, debugging customer setups, and diagnosing complex deployment issues form the daily core of this position at LangChain. The team builds foundation tools for agent engineering, including open-source frameworks like LangChain and LangGraph alongside the LangSmith platform for observability and evaluation.
Operating as the primary escalation point, this engineer collaborates closely with engineering, product, and Deployed Engineering units to resolve bugs and unblock enterprise users. Candidates who combine deep API troubleshooting capabilities with strong Python programming skills and a background in infrastructure or observability platforms will thrive in this environment.
What you will do
- Diagnose and resolve technical support inquiries spanning customer setups, LangChain products, and deployment blockers.
- Collaborate directly with engineering, product, operations, and documentation teams to patch bugs and advocate for user needs.
- Partner alongside Deployed Engineering to assist critical enterprise accounts.
- Develop and improve internal diagnostic tooling and runbooks for complex issue triage.
- Lead post-mortems for critical incidents to feed operational learnings back into core products and documentation.
- Enhance knowledge bases and documentation articles to enable proactive support and case deflection.
- Mentor and coach fellow support engineers.
What you need
- Six or more years of experience working in technical support, site reliability engineering, or solutions engineering within deeply technical B2B spaces.
- Demonstrated expert troubleshooting abilities across APIs, SDKs, cloud-native stacks, and distributed systems.
- Practical programming background using Python.
- Hands-on familiarity with containerization and orchestration technologies like Docker and Kubernetes.
- Familiarity analyzing logs, metrics, and traces inside tools like Datadog alongside third-party integrations.
- Track record of supporting enterprise clients and partnering with engineering on thorny escalations.
Nice to have
- TypeScript programming experience
Benefits
- Medical, dental, and vision coverage
- Flexible vacation
- 401(k) plan
- Meals on in-office days in the US
Skills and tech stack
Questions candidates ask
Where is this job located?
The posting lists the location as Remote.
What is the salary range for the role?
The annual salary range is $130,000 to $195,000 USD plus equity. Actual compensation varies based on role, level, and location.
What technical skills are required?
Candidates need six or more years in technical support, SRE, or solutions engineering roles, expert troubleshooting across APIs and distributed systems, and programming experience with Python. Hands-on knowledge of Docker, Kubernetes, and log analysis tools like Datadog is also required.
What benefits are included?
Benefits include medical, dental, and vision coverage, flexible vacation, a 401(k) plan, and meals on in-office days in the US.