Senior Technical Support Engineer
Skills
Cloud ComputingCustomer SupportEngineeringHTMLIT EscalationKubernetesNetwork Switches
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- 6+ years in technical support solutions engineering or SRE roles in deeply technical B2B environments
- Expert troubleshooting 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 and metrics in Datadog
- Experience with third-party integrations such as OpenTelemetry and LLM providers
- Experience supporting enterprise customers and collaborating with engineering on escalations
- Strong written communication with a bias for clarity and continuous improvement
- High ownership and results-oriented mindset
Nice to have
- Technical leadership
- Customer advocacy
- Process improvement
- Mentoring mindset
- Clear communication
Day to day
- Lead technical support for highly technical customers, diagnosing complex issues across LangChain products, customer setups, and deployment environments.
- Partner closely with engineering, operations, documentation, and product teams to resolve bugs, propose patches, and improve the customer experience.
- Build diagnostics, runbooks, and internal tooling while leading post-mortems, refining support metrics, and mentoring other support engineers.