# Technical Support Engineer

**Company:** [LangChain](https://hotfix.jobs/companies/langchain)
**Location:** Remote
**Role:** Support Engineering
**Salary:** $130k – $195k/yr
**Experience:** 4+ years
**Skills:** Python, TypeScript, Kubernetes, Docker, Datadog, OpenTelemetry, APIs, SDKs
**Posted:** 2026-03-31

> Technical Support Engineer leads escalation for technical issues in LLM applications and AI agents, diagnosing problems across setups, products, and deployments. Requires 4+ years experience, Python proficiency, and expertise in Kubernetes, Docker, and observability tools.

## Job Description

## 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.

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