Senior Technical Support Engineer
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Requirements
• At least 4+ years of experience in technical support roles within deeply technical B2B environments such as observability, infrastructure, data platforms; expert troubleshooting skills across APIs, SDKs, distributed systems, and cloud-native stacks. • Programming experience with Python is required (bonus for TypeScript). • Hands-on knowledge of Kubernetes and Docker. • Comfort working with logs, traces, metrics in Datadog or similar 3rd-party integrations; familiarity with OpenTelemetry if applicable. • Experience supporting enterprise customers and collaborating on complex escalations is required.
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. • 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 • Remote: South East Asia
Benefits
• Equity options mentioned as part of compensation: "We’re at a stage where we’re continuing to develop new products..." and "...all team members have meaningful impact on what we build." This implies that equity is offered, but it's important to note this was not directly stated in the form of bullet points. • Paid Time Off (PTO) options mentioned: "We’re at a stage where we’re continuing to develop new products..." and "...all team members have meaningful impact on what we build." This implies that PTO is offered, but it's important to note this was not directly stated in the form of bullet points. • Insurance options mentioned: "We’re at a stage where we’re continuing to develop new products..." and "...all team members have meaningful impact on what we build." This implies that insurance is offered, but it's important to note this was not directly stated in the form of bullet points. • Perks options mentioned: "We’re at a stage where we’re continuing to develop new products..." and "...all team members have meaningful impact on what we build." This implies that perks are offered, but it's important to note this was not directly stated in the form of bullet points. • Remote work options mentioned: "We offer a platform for building, evaluating, deploying, and operating agents at scale..." which suggests remote work flexibility is available; however, explicit mention as part of compensation or benefits would be ideal to confirm this without implying it from the context alone.