Staff Software Engineer, Support Technology

Skills

About the Role

You will be an early engineer on the Support Technology team, writing a lot of code and leading across teams. You will build agents that find root causes of customer problems, create tools and audited workflows for Claude-powered support agents, build a scalable support platform, extend support to enterprise and partner channels, and raise engineering standards.

Requirements

• Deep backend and distributed systems skills including APIs, data models, event-driven systems and third-party integrations
• Experience building production software, including technical lead roles on multi-team projects
• Experience building systems where correctness, access control and auditability matter
• Vision for how models like Claude can improve customer support
• Judgment about when to ship a simple fix versus invest in a platform
• Track record of leading without formal authority
• Bachelor's degree or equivalent experience

Responsibilities

• Build agents that spot where customers get stuck and drive root-cause fixes
• Build tools, APIs and audited workflows for Claude-powered support agents with evals and guardrails
• Create a scalable support platform and data to measure outcomes
• Extend support to enterprise, admin and partner-sold customers
• Set standards for reliability, observability, testing and rollouts and mentor engineers

Benefits

• Optional equity donation matching
• Generous vacation and parental leave
• Flexible working hours
• Visa sponsorship