Senior Technical Support Engineer

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).

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