Software Engineer, Support Foundations

What you'll work on

• Contact center platform — Build and own the systems that handle voice calls, live chat, and agent routing. Work on the next generation of this infrastructure as we modernize it end-to-end.
• AI-powered self-service tools — Develop conversational flows that help members resolve issues in real time. Integrate LLMs and build the logic that decides when to deflect, escalate, or hand off.
• Call and chat summarization — Ship features that automatically summarize interactions in real time. This reduces work for agents and improves the quality of every support conversation.
• Agent provisioning — Design the systems that onboard agents, assign skills, and ensure they're routed to the right contacts. This is foundational work that affects routing accuracy across the entire support org.
• IVR and authentication — Build the phone flows that authenticate members before connecting them to agents. These systems handle sensitive moments and need to be fast, secure, and reliable.
• Data and observability — Build pipelines and models that give the team visibility into routing quality, resolution rates, and operational health.

Responsibilities

• Design, develop, test, refactor and scale backend implementations of new and existing consumer product features.
• Write clean, efficient, well-tested backend code, and jump in on the occasional frontend or mobile feature.
• Set up monitoring and dashboards so we catch issues before members do.
• Work with the mobile team to design and build strong, resilient APIs that propel our mobile app.
• Collaborate with multi-functional teams to understand member struggles and come up with creative solutions.
• Proactively find opportunities for improving the reliability and scalability of our systems.
• Work across the engineering team to improve and uphold high technical standards.
• Team up across Engineering organization to solve complex, multi-domain problems.
• Balance independence with collaboration to deliver high-quality work on tight timelines.
• Participate in on-call rotation (may include responding to incidents outside of regular working hours).

Requirements

• 3+ years developing software in a production environment at scale.
• Experience with Ruby on Rails or comparable frameworks.
• Experience working with transactional databases and caching systems.
• Exposure to architectural patterns of large, high-scale web applications.
• An appreciation of maintainable and well-tested code.
• A desire to learn and dive into the deepest levels of how things work.

Nice-to-haves

• Start-up experience.

Compensation

• Base salary: $133,000 - $184,000 (may be higher depending on location, skills, qualifications, and experience).
• Eligible for bonus, competitive equity package, and benefits.