Support Software Engineer

As a Support Software Engineer on our Technical Support team, you make that true once a bot or product is live: you own the fixes and enhancements that keep it running, dig through logs, code, and conversation data to find out why something broke, and build the internal tools that make the next investigation faster than the last one. This is a post-launch engineering role, equal parts investigator, fixer, and customer point of contact, and you are measured on reliability and resolution, not features shipped. It's also a genuinely broad technical mandate spanning AI Agent behavior, Conversation Intelligence, telephony, integrations, and legacy TypeScript SDK bots and you'll build it on real production traffic, not demos, with real autonomy on a team small enough that your work is visible to customers and leadership alike. What You'll Do • Own the bugs, issues, and enhancement requests for bots and products once they're live in production, working the escalations frontline Support Engineers can't resolve on their own. • Take a holistic view of platform health: AI Agent behavior and configuration, Conversation Intelligence, telephony, SSO and authentication, integrations, API issues, LLM prompting, and legacy FSM AI Agents built in TypeScript. • Investigate root cause across logs, code, and Replicant's internal tooling, then design, implement, test, and ship the fix, using agentic coding tools like Claude Code and Cursor as a core part of how you work. • Serve as the primary point of contact for customers on live issues: gather and confirm requirements on bugs and enhancement requests, and coordinate testing directly with them. • Act as an escalation point for frontline Support Engineers, providing technical context and guidance on the issues they can't close alone. • Build and maintain the internal tools that make the next investigation, fix, or enhancement faster than the last one. • Gather and raise customer feedback to Product, and adhere to team SLAs and support metrics along the way. What you'll bring • Debugging depth. You're comfortable reading unfamiliar code, tracing logs, and reasoning across a genuinely broad surface area: production debugging, distributed systems, REST APIs, and authentication (OAuth 2.0 and similar) are all second nature, and you don't need to be a specialist in just one system. • Agentic fluency. You use agentic coding tools (Claude Code, Cursor, or equivalent) as your default way of investigating and fixing issues, not as a novelty layered on top of how you used to work, and you're just as comfortable maintaining legacy TypeScript code where that's still what's running in production. • Customer-facing strength. You can gather requirements directly from customers, confirm reproduction steps, coordinate tests, and explain a fix in plain language, including with customers who are frustrated that something broke. • Nice to have: experience with LLM prompting or debugging conversational AI/voice systems; experience with enterprise tools like Salesforce, Zendesk, or Jira; experience building internal tooling or automations that reduced manual engineering or support load. For all full-time employees, we offer: In-person connection that counts: company-wide offsites and smaller team gatherings designed to make remote work feel personal Tech & learning stipend: Conferences, books, courses - interested? We'll fund them Remote by design: We're distributed - no guilt about life events, we trust you to manage your calendar 🏋 Health & wellness: Flexible vacations, paid sabbatical after 5 years, comprehensive benefits, plus a stipend to support your physical and mental well-being Compensation that matches your impact: competitive salaries in the company you're helping to build Equity with upside: We believe in shared ownership-You'll own a real piece of a fast-growing AI company