Technical Support Engineer

🕒 Março 28

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LangChain

SiteLinkedInTodas as Vagas

11 - 50 funcionários

🤖 Inteligência Artificial

🤝 B2B

☁️ SaaS

💰 $25.000.000 Series A em 2024-02

Artificial Intelligence • B2B • SaaS

LangChain é um framework componível projetado para auxiliar desenvolvedores em todo o ciclo de vida de aplicações com Large Language Models (LLMs). Sua suíte de produtos, incluindo LangGraph e LangSmith, oferece ferramentas para criar, implantar e gerenciar aplicações capazes de raciocinar e operar em escala. Com foco em eficiência operacional e desempenho aprimorado, a LangChain atende a uma ampla variedade de setores por meio de soluções inovadoras.

Descrição

• 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.

🎯 Requisitos

• 4+ 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

🏖️ Benefícios

• medical, dental, and vision coverage • flexible vacation • a 401(k) plan • life insurance