Head of Technical Support

LangChain•San Francisco, CA

24d•$180,000 - $220,000

About The Position

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.

Requirements

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

Nice To Haves

Familiarity with Observability tooling and distributed system debugging is a huge plus
Experience with open-source ecosystems, developer tools, or AI/ML products is a major plus.