Senior Technical Support Engineer

About the job

Responsibilities

• Serve as the primary escalation point for technical support inquiries, diagnosing issues across customer setups, LangChain products, and deployment challenges.
• Collaborate with engineering, operations, documentation, and product teams to resolve bugs, propose patches, and champion customer needs.
• Partner with Deployed Engineering to provide support for critical enterprise customers.
• Develop and enhance internal tooling, diagnostics, and runbooks for efficient complex issue triage.
• Lead post-mortems for critical incidents and integrate learnings into product development and documentation.
• Refine key performance indicators for support health, such as MTTR and CSAT, and drive ongoing improvements.
• Enhance documentation and knowledge articles to improve self-service resources and enable proactive support.
• Mentor and guide other support engineers.

Requirements

• 6+ years of experience in technical support, solutions engineering, or SRE roles within deeply technical B2B environments (e.g., observability, infrastructure, data platforms).
• Expertise in troubleshooting APIs, SDKs, distributed systems, and cloud-native stacks.
• Proficiency in Python programming; TypeScript experience is a plus.
• Hands-on experience with Kubernetes and Docker.
• Familiarity with logs, traces, and metrics in tools like Datadog, and experience with 3rd-party integrations (e.g., OpenTelemetry, LLM providers).
• Experience supporting enterprise customers and collaborating with engineering on complex escalations.
• A strong commitment to clarity and continuous improvement, demonstrated through concise and accurate communication.
• High sense of ownership and a results-oriented approach focused on customer and company success.

Benefits

• Medical, dental, and vision coverage
• Flexible vacation
• 401(k) plan
• Meals on in-office days (US)
• Meaningful equity
• Variable compensation (for relevant roles)