Technical Support Engineer

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

• 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 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.

Compensation & Benefits

Annual salary range: $130,000 - $195,000 USD

Benefits include medical, dental, and vision coverage, flexible vacation, a 401(k) plan, and life insurance.