Support Software Engineer
New
J
JobgetherAI customer service
Remote opportunity within CanadaFull-Time
Salary not disclosed
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Job Details
- Required Skills
- TypeScriptRESTful APIsSoftware EngineeringDistributed Systems
Requirements
- Have strong experience in software engineering, technical support engineering, production engineering, or a closely related discipline.
- Be able to debug unfamiliar codebases, trace logs, identify root causes, and reason across complex technical systems.
- Have a solid understanding of production debugging, distributed systems, REST APIs, and authentication technologies such as OAuth 2.0.
- Be comfortable working across a broad technical surface area.
- Have experience using agentic coding tools such as Claude Code, Cursor, or equivalent solutions in software investigation and development.
- Be able to work with legacy TypeScript code and adapt to modern engineering practices and tools.
- Have strong customer-facing communication skills, including gathering requirements, reproducing issues, coordinating testing, and explaining technical solutions to non-technical audiences.
- Be able to support customers through high-impact or frustrating production incidents with calmness and empathy.
- Have strong ownership, analytical thinking, prioritization, and problem-solving skills.
- Be able to collaborate with engineering, support, product, and customer-facing teams in a distributed environment.
- Nice to have: experience with LLM prompting or debugging conversational AI and voice AI systems.
- Nice to have: experience with enterprise platforms such as Salesforce, Zendesk, or Jira.
- Nice to have: experience building internal tooling or automation.
Responsibilities
- Own production bugs, technical issues, and enhancement requests requiring engineering expertise.
- Investigate issues across AI agent behavior, conversation intelligence, telephony, SSO and authentication, integrations, APIs, LLM prompting, and TypeScript-based legacy systems.
- Analyze logs, source code, conversation data, and internal tools to identify root causes.
- Design, implement, test, and deploy fixes and enhancements using agentic coding tools.
- Serve as a primary technical point of contact for customers experiencing live production issues.
- Gather and validate requirements, confirm reproduction steps, coordinate customer testing, and communicate technical solutions.
- Provide technical guidance to frontline Support Engineers on complex issues.
- Build and maintain internal tools, automations, and workflows to make investigations and fixes more efficient.
- Share recurring customer feedback and technical trends with Product teams.
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