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Senior Technical Support Engineer
Job in
Los Angeles, Los Angeles County, California, 90079, USA
Listed on 2026-07-01
Listing for:
LangChain
Full Time
position Listed on 2026-07-01
Job specializations:
-
IT/Tech
IT Support, Technical Support
Job Description & How to Apply Below
About the Role
We’re hiring a 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, Lang Chain 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.
- 4+ 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 Type Script experience.
- Hands‑on knowledge of Kubernetes and Docker.
- Comfort working with logs, traces, metrics in Datadog, and 3rd‑party integrations (e.g., Open Telemetry, 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.
Remote, must be in Central or Pacific time zone.
Compensation- Annual salary range: $130,000 - $195,000 USD
Position Requirements
10+ Years
work experience
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