Customer Engineering Leader

Company: Langchain
Location: San Francisco
Posted on: May 9, 2025

Job Description:

About LangChainLangChain was founded in early 2023 to help developers build context-aware reasoning applications. It is an open source framework providing developers with the building blocks to create production-ready applications with LLMs. is our commercial, all-in-one SaaS platform that supports the end-to-end development workflow for building LLM-powered apps. LangSmith is trusted by leading companies such as Airbnb, ByteDance, Klarna, Google, Meta, Home Depot, and over 100 enterprise customers.Backed by venture capitalists like Benchmark and Sequoia, we have significantly increased our revenue and aim to build a lasting business.Role Overview:We seek a customer-obsessed leader to scale our customer engineering team. Our tools include open source frameworks like LangChain & LangGraph, and our platform offerings, LangSmith & LangGraph Platform. Serving approximately 75,000 monthly active users, this role demands a global scale from day one.We believe excellent technical support is a strategic advantage. The leader will be a hands-on, servant leader, responsible for the success of the support function by investing in people, systems, and tools. Support will be scaled through LangGraph AI agents and chatbots. The ideal candidate will be innovative in solving user and customer challenges.Key Responsibilities:

• Own the support function: solve problems, hire, invest in tools, or collaborate cross-functionally to ensure customer issues are addressed effectively.
• Become a product expert to educate and enable the support team and users.
• Invest in and maintain systems and tools such as ticketing, forums, observability, and documentation to ensure scalable operations.
• Partner with the Agent Building team to develop AI co-pilots for support automation and efficiency.
• Recruit, develop, and support a global, technically skilled support team, fostering their growth.
• Develop a support system capable of 24x5 coverage.
• Work with engineering to improve the product and reduce user friction.
• Collaborate with SRE for incident response and communication strategies.
• Proactively identify and address potential issues through data and observability.Who you are:
• A systems thinker.
• With 5+ years in a technical role and at least 2 years in leadership.
• Possessing strong technical knowledge, especially supporting developer tools, APIs, and cloud platforms.
• Excellent in written communication and problem-solving.
• Experience with open source or developer tools support is a plus.Compensation & Benefits:

• Salary range: $180,000 - $220,000, depending on experience.
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Keywords: Langchain, San Jose , Customer Engineering Leader, Engineering , San Francisco, California