The opportunity
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…
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 .
