The opportunity
Be the go-to escalation point for technical support inquiries—diagnosing issues across customer setup, LangChain products, and deployment issues.
What you'll do
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.
What they're looking for
- Improve documentation and knowledge articles to improve 1-to-many resources and provide proactive support.
- Mentor and coach other support engineers.
- + 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 .
