Senior Technical Support Engineer

Langchain

RemoteCareer-pivot friendly

Who this role is best for

Aimed at senior technical support professionals comfortable with debugging production LLM applications and improving AI observability in a remote setting.

Best fit for

Experienced technical support engineers with a background in B2B environments and cloud-native stacks.
— “6+ years in technical support, solutions engineering, or SRE roles in deeply technical B2B environments”
Candidates proficient in Python and familiar with Kubernetes and Docker.
— “Programming experience with Python. Bonus if you have TypeScript experience.”
Individuals who excel in troubleshooting distributed systems and cloud-native technologies.
— “Expert troubleshooting skills across APIs, SDKs, distributed systems, and cloud-native stacks.”

Things to consider

Must be located in Central or Pacific time zone for remote work.
— “Remote, must be in Central or Pacific time zone”
Expect to collaborate closely with engineering and product teams on complex issues.
— “Work directly with engineering, operations, documentation, and product teams to resolve bugs”

How to stand out

Demonstrate experience with enterprise customer support and incident post-mortems.
— “Experience supporting enterprise customers and collaborating with engineering on complex escalations”
Highlight any contributions to internal tooling or knowledge base improvements.
— “Build and refine internal tooling, diagnostics, and runbooks for complex issue triage”
Showcase your ability to mentor and coach other support engineers.
— “Mentor and coach other support engineers”

Pace · Fast PacedCollaboration · HighAutonomy · HighDecision Impact · TeamLevel · Senior

Derived from job-description analysis by Serendipath's career intelligence engine.

What success looks like

Be the go-to escalation point for technical support inquiries
Define what world-class technical support looks like for modern AI platforms

Typical background

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

Skills & requirements

Required

Technical SupportSolutions EngineeringSRE RolesTroubleshooting SkillsPythonKubernetesDockerLogsTracesMetricsDatadogOpentelemetryLLM ProvidersProgramming ExperienceCustomer SupportBug ResolutionPatch SuggestionCustomer Needs AdvocacyInternal ToolingDiagnostics

Preferred

TypeScript

Stack & domain

PythonTypeScriptKubernetesDockerDatadogOpentelemetryLlm ProvidersTroubleshootingMentoringCoachingAIInfrastructureData PlatformsLLMObservability

About the role

As a Senior Technical Support Engineer at Langchain, you'll be at the forefront of resolving complex technical issues for AI and infrastructure teams, while also mentoring junior staff and refining internal support tools to enhance customer satisfaction and operational efficiency.

Original posting from Langchain via Ashby

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, must be in Central or Pacific time zone
COMPENSATION
Annual salary range: $130,000 - $195,000 USD

Source: Langchain careers (Ashby)