Technical Customer Support Leader

About LangChain

LangChain was founded in early 2023 to help developers build context-aware reasoning applications. LangChain, open source software, is a framework that gives developers the building blocks to create production-ready applications with LLMs. LangSmith is our commercial, all-in-one SaaS platform that enables the end-to-end, development workflow for building LLM-powered apps. LangSmith is now trusted by the best teams building with LLMs, at companies such as Airbnb, ByteDance, Klarna, Google, Meta, Home Depot, and our 100+ paying enterprise customers.

Backed by some of the best venture capitalists, Benchmark and Sequoia, we have 10x’d+ our revenue last year and have big ambitions and are set up to build an enduring business.

Role Overview:

We’re looking to hire an impact driven, customer-obsessed leader to scale our technical support function. LangChain builds some of the best known developer tools in genAI from our open source frameworks — LangChain & LangGraph — to our platform, commercial offerings — LangSmith & LangGraph Platform. Our SaaS offering serves ~75k monthly active technical users, so this role will be responsible for global scale on day 1.

We believe that incredible technical support is a company advantage to us, and we want to build a world class function. This person will play both the role of player-coach, rolling up sleeves in a servant leader style as well as the overall owner for success of the function — investing in the right people, systems, and tooling. We will scale support by leveraging LangGraph agents to both assist our team with co-pilots, and directly deflecting questions through AI chat. We are building a modern CS function — and this leader must be excited to creatively problem solve for the benefit of our users and customers.

Key Responsibilities:

• Be an owner. This is the main responsibility of the role — either solve a problem yourself, hire someone to solve the problem, invest in tooling, or partner cross-functionally to do what is needed to consistently solve customer problems well.

• Be a product expert. The best way to help people is by becoming deeply knowledgeable about our offerings, and teaching and enabling both the team and our users.

• Invest in systems and tooling to scale operations, resulting in repeatable outcomes — including a modern ticketing system, help forums, observability, and great internal and external documentation — most of which are in place but need continual investment

• Partner with the Agent Building team to design AI co-pilots to supercharge the team’s work and improve ticket automation rate

• Recruit, enable, and assist a highly technical, global customer support team — investing in their career growth and skills acquisition

• Design a support system that allows us to offer 24x5 coverage

• Advocate with engineering for product improvements to reduce user friction or manual processes that should be productized

• Collaborate with SRE for great incident response playbooks and comms

• See around corners — great support starts with a great offense. Anticipate problems by being data driven and insisting on great observability

Who you are:

• Systems thinker

• 5+ years of experience in technical field role, with at least 2 years in leadership

• Strong technical depth, with experience supporting developer-focused products, APIs, and cloud-based platforms

• Excellent written communication and problem-solving skills

• Open source or developer tool support experience is a bonus

Compensation & Benefits:

• Competitive salary: $160,000 - $200,000. Commensurate with experience.