Technical Support Engineer (AI)

Location: On-site in London, UK

Annual salary: £80,000–£110,000

Company

LangChain builds open-source frameworks and a commercial platform for developing, evaluating, deploying, and operating AI agents at scale.

What you will do

• Act as the escalation point for technical support inquiries, diagnosing customer setup, product, and deployment issues.
• Collaborate with engineering, operations, documentation, and product teams to resolve bugs, suggest patches, and advocate for customers.
• Support critical enterprise customers in partnership with Deployed Engineering.
• Build internal tooling, diagnostics, and runbooks for complex issue triage.
• Lead post-mortems for critical incidents and improve product documentation and knowledge resources.
• Define support-health KPIs, drive continuous improvement, and mentor other support engineers.

Requirements

• 4+ years of experience in technical support, solutions engineering, or SRE roles in deeply technical B2B environments such as observability, infrastructure, or data platforms.
• Expert troubleshooting skills across APIs, SDKs, distributed systems, and cloud-native stacks.
• Programming experience with Python.
• Hands-on knowledge of Kubernetes and Docker.
• Experience working with logs, traces, metrics in Datadog, and third-party integrations including OpenTelemetry and LLM providers.
• Experience supporting enterprise customers and collaborating with engineering on complex escalations.
• Ability to write succinct, helpful, and accurate responses and build resources for case deflection.
• High ownership and a results-oriented approach focused on customer and company outcomes.

Nice to have

• TypeScript experience.

Culture & Benefits

• Competitive compensation including base salary, variable compensation where relevant, meaningful equity, benefits, and perks.
• Benefits are locally aligned for team members in the EU, UK, and APAC.
• Medical, dental, and vision coverage.
• Flexible vacation.
• Meals on in-office days in the US and a 401(k) plan are listed among company benefits.