Support Software Engineer
Job Summary
Owning the resolution of bugs and enhancement requests for live bots and products, the full-time Support Software Engineer will work remotely to investigate issues, implement fixes, and serve as the primary customer contact for technical escalations.
Key responsibilities
- Manage bugs, issues, and enhancement requests for production bots and products, addressing escalations from frontline Support Engineers
- Conduct root cause investigations across various technical areas, including AI Agent behavior, telephony, and integrations, and implement necessary fixes
- Act as the main point of contact for customers regarding live issues, gathering requirements and coordinating testing efforts
Required qualifications
- Proficiency in debugging across production systems, distributed systems, REST APIs, and authentication protocols like OAuth 2.0
- Experience using agentic coding tools (e.g., Claude Code, Cursor) for issue investigation and resolution
- Ability to communicate effectively with customers, gathering requirements and explaining technical solutions in plain language
- Familiarity with legacy TypeScript code and its maintenance in production environments
- Preferred experience with LLM prompting, debugging conversational AI systems, and enterprise tools like Salesforce or Zendesk
Complete Job Description
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