Support Software Engineer

New

ReplicantConversational AI

Location: United States; Secondary Locations: Canada; Workplace: RemoteFull-Time

Salary not disclosed

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Job Details

Be comfortable reading unfamiliar code and tracing logs.
Bring experience with production debugging and distributed systems.
Be proficient with REST APIs and authentication, including OAuth 2.0 and similar methods.
Use agentic coding tools such as Claude Code, Cursor, or equivalent as a regular part of investigating and fixing issues.
Be comfortable maintaining legacy TypeScript code in production.
Gather requirements directly from customers and confirm reproduction steps.
Coordinate customer testing and explain fixes in plain language, including to frustrated customers.
Nice to have: experience with LLM prompting or debugging conversational AI or voice systems.
Nice to have: experience with Salesforce, Zendesk, or Jira.
Nice to have: experience building internal tools or automations that reduce manual engineering or support work.

Own production bugs, issues, and enhancement requests for live bots and products, including escalations frontline Support Engineers cannot resolve.
Investigate platform health across AI Agent behavior and configuration, Conversation Intelligence, telephony, SSO and authentication, integrations, API issues, LLM prompting, and legacy FSM AI Agents built in TypeScript.
Trace root causes across logs, code, and internal tooling.
Design, implement, test, and ship fixes using agentic coding tools such as Claude Code and Cursor.
Serve as the primary customer contact on live issues, gather and confirm requirements, and coordinate testing.
Provide technical context and guidance to frontline Support Engineers on escalated issues.
Build and maintain internal tools that speed up investigations, fixes, and enhancements.
Gather customer feedback for Product and adhere to team SLAs and support metrics.

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