Head of Technical Support

About LangChain

At LangChain, our mission is to make intelligent agents ubiquitous. We provide the agent engineering platform and open source frameworks developers need to ship reliable agents fast.

Our open source frameworks, LangChain and LangGraph, see over 90+ million downloads per month and help developers build agents with speed and granular control. LangSmith offers observability, evaluation, and deployment for rapid iteration, enabling teams to transform LLM systems into dependable production experiences.

LangChain is trusted by millions of developers worldwide and powers AI teams at companies like Clay, Cloudflare, Harvey, Rippling, Vanta, Workday, and more.

About the role:

We’re hiring a systems-first, deeply technical Support Engineering leader to build a world-class, global support organization. You’ll own scaled support for both self-serve and enterprise customers, define our AI-native support architecture, and grow the team globally. You will:

• Architect global coverage across US, EU, and APAC

• Own tooling, automation, and agent-based deflection

• Build enterprise-grade and premium support tiers

• Establish tight operational loops with Engineering, Product, and SRE

• Set the culture, standards, processes, and ladders for a durable, globally distributed support org

• Grow the customer support engineering organization by recruiting and retaining top talent

We’re building Support the way modern developer companies should: agents handle the majority of L1, humans focus on L2/L3, and the system gets smarter with every case.

• Hire exceptional technical talent; build a rigorous, repeatable hiring and onboarding engine.

• Design regional structures and on-call rotations to support 24×7 coverage.

• Create enablement programs that ramp engineers quickly across an expansive product surface.

• Own all support systems: ticketing, routing, workflow automation, and metrics. Be the product owner and collaborate with RevOps systems engineering for implementation.

• Partner with our GTM Agent Engineering team to build L1 deflection agents, co-pilots, and automated diagnostics.

• Establish a framework for when to invest in tooling vs. headcount — optimizing for automation, leverage, and cost-per-ticket.

• Improve core SLAs/SLOs (FRT, TTR, CSAT, backlog health) through systems and process design, not brute-force staffing.

• Make knowledge capture a core muscle of the team, not a “best effort.”

• Ensure every case improves the system: updated docs, KB articles, workflows, or structured data for training agents.

• Build deflection channels at scale: docs, tutorials, forums, the support portal, and community.

• Drive measurable deflection using insights from case patterns, failure modes, and agent performance.

• Scale enterprise-standard and enterprise-premium support delivery with distinct SLAs, escalation paths, and communication models.

• Own and refine service reviews, proactive monitoring, and customer-facing operational rigor.

• Partner with Sales, Product, and Post-Sales to ensure support readiness for high-stakes enterprise accounts.

• Model customer obsession that permeates through the team. Support is a major differentiator for our company.

• Own and refine escalation pathways; set a high bar for what truly requires Engineering.

• Reduce non-bug, non-feature-request escalations to single digits by raising technical depth, tooling, and processes.

• Leverage LangSmith ticket data to detect hotspots before they become incidents or escalations.

• Maintain tight feedback loops with Product, Engineering, and SRE to close the gap between customer pain and product improvements.

• Build a respected technical Support Engineering discipline with clear levels, expectations, and growth paths.

• Model a player-coach mindset: willing to dive into investigations, on-call shifts, and queue work when needed.

• Build a culture that values rigor, clarity, ownership, and continuous improvement.

• Be metrics oriented. We cannot improve what we don't measure.

• Systems thinker with a track record of architecting or scaling complex technical support or technical operations orgs.

• 5+ years in deeply technical, customer-facing roles (Support Engineering, Developer Support, Solutions Engineering, SRE, or similar)

• 2+ years leading technical teams with global coverage.

• Strong technical depth across Developer-focused products, Cloud/infra. Familiarity with Observability tooling and distributed system debugging is a huge plus

• Exceptional written and verbal communication.

• Demonstrated experience in recruiting and onboarding top technical talent, Designing scalable support processes and metrics, Running enterprise support SLAs and incident response

• Experience with open-source ecosystems, developer tools, or AI/ML products is a major plus.

• Thrives in early-stage environments: ambiguity, speed, and building core systems from scratch.

• Salary: $180,000 – $220,000 (depending on experience)

• Generous equity

• Full benefits aligned with a fast-growing, high-impact early-stage company