Technical Support Engineer

LangChain, Inc.

Job Overview

Location

San Francisco, CA

Job Type

Full-time

Full Job Description

📋 Description

• As a Technical Support Engineer at LangChain, you will serve as the primary technical escalation point for enterprise customers deploying AI agents and LLM applications, directly impacting customer success and product reliability in a high-growth AI infrastructure company.
• You will diagnose and resolve complex technical issues across customer environments, LangChain products (including LangChain, LangGraph, LangSmith, and Agent Builder), and deployment pipelines, working closely with engineering and product teams to turn support insights into product improvements.
• Your role involves collaborating with Deployed Engineering to support critical enterprise clients, building internal diagnostics and runbooks, leading post-mortems for incidents, and refining support KPIs like MTTR and CSAT to drive continuous improvement in service quality.
• You will enhance self-service support by improving documentation, knowledge articles, and 1-to-many resources, while mentoring junior support engineers and advocating for customer needs in product and engineering discussions.
• Day-to-day, you will triage incoming technical inquiries, reproduce and debug issues in distributed systems, analyze logs and traces using tools like Datadog and OpenTelemetry, and communicate clear, accurate solutions to technical users ranging from AI engineers to infrastructure architects.
• You will partner with documentation and product teams to identify recurring issues and contribute to proactive support strategies, ensuring that learnings from escalations are fed back into product development and user education.
• The LangChain support team operates at the intersection of cutting-edge AI infrastructure and real-world enterprise adoption, giving you exposure to how leading companies like Replit, Coinbase, Workday, and 35% of the Fortune 500 are building and scaling AI agents in production.
• You will work in a mission-driven, high-impact environment where your contributions directly shape the reliability and usability of LangChain’s platform, with opportunities to influence product roadmaps, improve system observability, and define best practices for technical support in the AI era.
• This role offers significant growth in technical depth, cross-functional collaboration, and customer advocacy, positioning you to become a trusted advisor on AI infrastructure while developing expertise in LLM observability, agent orchestration, and enterprise-scale AI deployment challenges.

🎯 Requirements

• 4+ years of experience in technical support, solutions engineering, or SRE roles within deeply technical B2B environments such as observability, infrastructure, or data platforms.
• Expert troubleshooting skills across APIs, SDKs, distributed systems, and cloud-native stacks, with hands-on experience in Kubernetes and Docker.
• Proficiency in Python programming; TypeScript experience is a bonus.
• Comfort working with logs, traces, and metrics using tools like Datadog and third-party integrations including OpenTelemetry and LLM providers.
• Proven experience supporting enterprise customers and collaborating with engineering teams on complex escalations.
• Strong bias for clarity and continuous improvement, with a track record of writing accurate, helpful responses and building systems for case deflection.

🏖️ Benefits

• Competitive compensation package including base salary ($130,000–$195,000 USD), variable compensation, meaningful equity, and comprehensive benefits.
• Full medical, dental, and vision coverage, flexible vacation policy, 401(k) plan, and life insurance.
• Benefits are tailored to regional norms for employees in the EU, UK, and APAC, ensuring locally competitive offerings.
• Opportunity to work with cutting-edge AI infrastructure used by industry leaders and contribute to the evolution of agent engineering at scale.

Skills & Technologies

Python

TypeScript

Docker

Kubernetes

Datadog

Remote

$130k-195k

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LangChain, Inc.

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About LangChain, Inc.

LangChain, Inc. provides open-source software libraries and cloud services for building applications that integrate large language models with external data sources and workflows. Its tools help developers create retrieval-augmented generation systems, manage prompts, chain model calls, and monitor performance in production environments. The company was founded in 2023 and is headquartered in San Francisco, California.

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