Support Software Engineer

<h3>Accountabilities:</h3><li>Own production bugs, technical issues, and enhancement requests that require engineering expertise beyond frontline support capabilities.</li><li>Investigate issues across a broad technical landscape, including AI agent behavior and configuration, conversation intelligence, telephony, SSO and authentication, integrations, APIs, LLM prompting, and TypeScript-based legacy systems.</li><li>Analyze logs, source code, conversation data, and internal tools to identify root causes and determine effective solutions.</li><li>Design, implement, test, and deploy fixes and enhancements using modern agentic coding tools as part of the development workflow.</li><li>Serve as a primary technical point of contact for customers experiencing live production issues.</li><li>Gather and validate requirements, confirm reproduction steps, coordinate customer testing, and communicate technical solutions in clear, accessible language.</li><li>Act as an escalation resource for frontline Support Engineers, providing technical guidance and context on complex issues.</li><li>Build and maintain internal tools, automations, and workflows that make future investigations, fixes, and enhancements faster and more efficient.</li><li>Collaborate with Product teams by identifying recurring customer feedback, technical trends, and opportunities for product improvements.</li><li>Maintain agreed service levels and support performance metrics while balancing technical depth with timely issue resolution.</li><li>Contribute to a culture of ownership, transparency, continuous improvement, and constructive feedback.</li><h2>Requirements:</h2><li>Strong experience in software engineering, technical support engineering, production engineering, or a closely related discipline.</li><li>Demonstrated ability to debug unfamiliar codebases, trace logs, identify root causes, and reason across complex technical systems.</li><li>Solid understanding of production debugging, distributed systems, REST APIs, and authentication technologies such as OAuth 2.0.</li><li>Comfortable working across a broad technical surface area rather than specializing exclusively in one system or technology.</li><li>Experience using agentic coding tools such as Claude Code, Cursor, or equivalent solutions as an integral part of software investigation and development.</li><li>Ability to work effectively with legacy TypeScript code while also adapting to modern engineering practices and tools.</li><li>Strong customer-facing communication skills, with the ability to gather requirements, reproduce issues, coordinate testing, and explain technical solutions to non-technical audiences.</li><li>Ability to remain calm, empathetic, and solutions-oriented when supporting customers through high-impact or frustrating production incidents.</li><li>Strong ownership, analytical thinking, prioritization, and problem-solving skills.</li><li>Ability to collaborate effectively with engineering, support, product, and customer-facing teams in a distributed environment.</li><li>
<strong>Nice to have:</strong>Experience with LLM prompting or debugging conversational AI and voice AI systems.</li><li>
<strong>Nice to have:</strong>Experience with enterprise platforms such as Salesforce, Zendesk, or Jira.</li><li>
<strong>Nice to have:</strong>Experience building internal tooling or automation that reduces manual engineering or support effort.</li><h2>Benefits:</h2><li>Fully remote work environment designed around flexibility, trust, and autonomy.</li><li>Competitive compensation aligned with the impact and scope of the role.</li><li>Equity participation, providing an opportunity to share in the company's growth.</li><li>Comprehensive employee benefits.</li><li>Flexible vacation policy.</li><li>Paid sabbatical after five years.</li><li>Wellness stipend supporting physical and mental well-being.</li><li>Technology and learning stipend covering eligible conferences, books, courses, and professional development.</li><li>Company-wide offsites and smaller team gatherings designed to foster meaningful connection within a distributed workforce.</li><li>Opportunity to work with cutting-edge AI, LLM, voice technology, and enterprise-scale production systems.</li><li>Inclusive and collaborative culture built around ownership, humility, self-reflection, transparency, and continuous improvement.</li><li>Workplace accommodations available throughout the recruitment process for candidates who require them.</li>