Job Overview
Employment Type
Full-time
Compensation
Type:
Salary
Rate:
Range $68,300.00 - $116,000.00
Work Schedule
Rotating Shifts
Flexible
On-call
Benefits
Health Insurance
Dental Insurance
Vision Insurance
Generous equity
Paid Time Off
Retirement Plan
Flexible work hours
Job Description
LangChain is a cutting-edge technology company focused on revolutionizing the way developers build intelligent agents. Our mission is to make intelligent agents ubiquitous by providing the agent engineering platform and open-source frameworks developers need to create reliable AI agents quickly and efficiently. Our flagship open-source frameworks, LangChain and LangGraph, reach over 90 million downloads per month, empowering developers with tools to build sophisticated AI agents with great speed and granular control. Additionally, LangSmith offers comprehensive observability, evaluation, and deployment capabilities that allow teams to rapidly iterate and transform large language model (LLM) systems into dependable production experiences. Trusted by millions... Show More
Job Requirements
- Bachelor’s degree or equivalent experience
- 5+ years in deeply technical customer-facing roles
- 2+ years leading global technical teams
- Strong technical depth in developer products and cloud infrastructure
- Familiarity with observability and debugging tools
- Excellent written and verbal communication
- Experience recruiting and onboarding talent
- Skilled in designing scalable support processes
- Experience with enterprise support SLAs and incident response
- Knowledge of AI/ML and open source products
- Ability to work in fast-paced early-stage company
Job Qualifications
- Bachelor’s degree or equivalent experience
- 5+ years in technical, customer-facing roles such as support engineering or solutions engineering
- 2+ years leading technical teams with global coverage
- Strong technical knowledge of developer-focused products and cloud infrastructure
- Familiarity with observability tools and distributed system debugging
- Exceptional written and verbal communication skills
- Experience recruiting and onboarding top technical talent
- Proven ability to design scalable support processes and metrics
- Experience managing enterprise support SLAs and incident response
- Knowledge of open-source ecosystems and AI/ML products
- Ability to thrive in early-stage, fast-paced, and ambiguous environments
Job Duties
- Architect global support coverage across US, EU, and APAC
- Own tooling, automation, and agent-based issue deflection
- Build enterprise-grade and premium support tiers
- Establish operational loops with Engineering, Product, and SRE
- Set culture, standards, processes, and career ladders for global support organization
- Recruit and retain top technical support talent
- Create enablement programs to ramp engineers
- Design regional structures and on-call rotations for 24/7 coverage
- Own support systems including ticketing, routing, and workflow automation
- Collaborate with RevOps for system implementation
- Partner with GTM Agent Engineering for L1 deflection agents and co-pilots
- Optimize investment between tooling and headcount
- Improve SLAs and SLOs through system design
- Drive knowledge management and regular updates to knowledge base
- Build deflection channels like docs, tutorials, forums, support portal, and community
- Drive measurable case deflection through data insights
- Scale enterprise-standard and enterprise-premium support with distinct SLAs
- Manage service reviews, proactive monitoring, and customer operations
- Partner with Sales, Product, and Post-Sales for enterprise support readiness
- Manage escalation pathways and reduce non-bug escalations
- Use LangSmith data to detect support hotspots
- Maintain feedback loops with Product, Engineering, and SRE
- Build technical support engineering discipline with career growth paths
- Model player-coach leadership mindset
- Foster culture of rigor, clarity, and ownership
- Use metrics to measure and improve performance
Job Qualifications
Experience
Expert Level (7+ years)
Job Location
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