资深技术支持工程师
Senior Technical Support Engineer
ABOUT US
在LangChain，我们的使命是让智能代理无处不在。我们构建了现实世界中代理工程的基础，帮助开发者从原型过渡到可信赖的生产级AI代理。我们最初是广泛采用的开源工具，现已发展为一个平台，用于大规模构建、评估、部署和运营代理。
在IVP、Sequoia、Benchmark、CapitalG和Sapphire Ventures的B轮融资中筹集了1.25亿美元，我们正处于持续开发新产品、增长加速的阶段，所有团队成员都能对我们的产品和协作方式产生重要影响。LangChain是一个你可以塑造这项技术如何在现实世界中呈现的地方。
如今，我们的平台包括LangSmith（可观测性、评估、部署、集群和沙盒）、我们的开源框架（LangChain、LangGraph和Deep Agents），以及新推出的LangSmith Engine，用于自主代理改进。我们有超过1亿次每月的开源下载量，6000多名活跃的LangSmith客户，以及5家财富100强企业使用LangSmith进行生产（占财富500强企业的35%），包括Klarna、Clay、Coinbase、Workday、Lyft、Cloudflare、Harvey、Rippling、Vanta、LinkedIn、Monday.com、Nvidia和Bridgewater的团队。
关于该职位
我们正在招聘一名高级技术支持工程师，负责为高技术用户（从AI工程师到基础设施架构师）提供客户支持体验。你将处于前线，帮助团队调试生产环境中的LLM应用和代理，提升AI可观测性和评估能力，并解决关键问题。你还将帮助定义现代AI平台的世界级技术支持是什么样子的
主要职责
- 成为技术支持查询的首选升级点——诊断客户设置、LangChain产品和部署问题中的各种问题。
- 直接与工程、运维、文档和产品团队合作，解决bug，提出补丁，并为客户的需求发声。
- 与已部署工程团队合作，支持关键企业客户。
- 构建和优化内部工具、诊断方法和操作手册，用于复杂问题的分类。
- 领导关键事件的复盘，并将经验反馈到产品和文档中。
- 协助完善支持健康度的KPI（MTTR、CSAT、bug复发率），并推动持续改进。
- 改进文档和知识库
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ABOUT US
At LangChain, our mission is to make intelligent agents ubiquitous. We build the foundation for agent engineering in the real world, helping developers move from prototypes to production-ready AI agents that teams can rely on. We began as widely adopted open-source tools and have grown to also offer a platform for building, evaluating, deploying, and operating agents at scale.
With $125M raised at Series B from IVP, Sequoia, Benchmark, CapitalG, and Sapphire Ventures, we’re at a stage where we’re continuing to develop new products, growth is accelerating, and all team members have meaningful impact on what we build and how we work together. LangChain is a place where your contributions can shape how this technology shows up in the real world.
Today, our platform includes LangSmith (Observability, Evaluation, Deployment, Fleet, and Sandboxes), our open source frameworks (LangChain, LangGraph, and Deep Agents), and the newly launched LangSmith Engine for autonomous agent improvement. We have 100M+ monthly open source downloads, 6,000+ active LangSmith customers, and 5 of the Fortune 10 use LangSmith in production (+ 35% of the Fortune 500 overall), including teams at Klarna, Clay, Coinbase, Workday, Lyft, Cloudflare, Harvey, Rippling, Vanta, LinkedIn, Monday.com, Nvidia, and Bridgewater.
ABOUT THE ROLE
We’re hiring a Senior 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, 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
- 6+ 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
Location: Remote
COMPENSATION
- Annual salary range: $130,000 - $195,000 USD
Compensation Philosophy:
We offer competitive compensation that includes base salary, variable compensation for relevant roles, meaningful equity, benefits, and perks. Actual compensation and offerings will vary based on role, level, and location. Team members in the EU, UK, and APAC receive locally competitive benefits aligned with regional norms and regulations.
BENEFITS
Benefits include medical, dental, and vision coverage, flexible vacation, a 401(k) plan, meals on in-office days in the US and more.