Support Software Engineer

This is a fully remote position, open to applicants in United States, +1 more country.

📋 Description

• Take ownership of bugs, issues, and enhancement requests related to production bots and products.

• Manage escalations that frontline Support Engineers are unable to resolve independently.

• Evaluate platform health concerning AI Agent behavior and configuration, Conversation Intelligence, telephony, SSO, authentication, integrations, APIs, LLM prompting, and legacy TypeScript FSM AI Agents.

• Investigate root causes by analyzing logs, code, and internal tools.

• Design, implement, test, and deploy fixes using agentic coding tools.

• Act as the main customer contact for live issues.

• Collect and validate requirements while coordinating customer testing.

• Offer technical context and support to frontline Support Engineers.

• Develop and sustain internal investigation, fix, and enhancement tools.

• Forward customer feedback to the Product team.

• Comply with team SLAs and support metrics.

⛳️ Requirements

• Proficient in reading unfamiliar code, tracing logs, and reasoning across a wide technical surface area.

• Experienced in production debugging, distributed systems, REST APIs, and authentication methods such as OAuth 2.0.

• Skilled with agentic coding tools like Claude Code, Cursor, or similar alternatives.

• Comfortable with maintaining legacy TypeScript code.

• Capable of gathering requirements directly from customers, confirming reproduction steps, coordinating tests, and articulating fixes in straightforward language.

• Nice to have: experience with LLM prompting or debugging conversational AI/voice systems.

• Nice to have: familiarity with Salesforce, Zendesk, or Jira.

• Nice to have: experience in building internal tools or automations that minimize manual engineering or support workload.

🏝️ Benefits

• Company-wide offsite events and smaller team gatherings.

• Conferences, books, and courses funded through a technology and learning stipend.

• Remote work by design.

• Flexible vacation policy.

• Paid sabbatical after 5 years of service.

• Comprehensive benefits package.

• Stipend for physical and mental well-being.

• Equity ownership in the company.