Remote Support Software Engineer — AI Platform Reliability

Openkrill; United States; Remote; USD 110,000 - 170,000; Full time

Benefits offered by this job

In-person offsites and team gatherings

Tech & learning stipend

Remote by design

Health & wellness benefits

Competitive salaries

Equity with upside

Job summary

Replicant in the United States is seeking a Support Software Engineer to own post-launch issues for bots and products, digging through logs, code, and conversation data to diagnose why something broke and to build internal tools that speed the next investigation.

You’ll work across AI Agent behavior, Conversation Intelligence, telephony, and integrations, collaborating with Support Engineers and customers, and you’ll be measured on reliability, resolution, and impact.

Qualifications

• Experience debugging across logs, code, and systems.
• Proficient with agentic coding tools.
• Strong customer-facing communication.
• Nice-to-have: LLM prompting or debugging conversational AI.

Responsibilities

• Own bugs, issues, and enhancements for bots and products once live in production.
• Take a holistic view of platform health across AI Agent behavior, authentication, and integrations.
• Investigate root cause across logs, code, and internal tooling; design and ship fixes.
• Serve as the primary contact for customers on live issues and coordinate testing.
• Act as escalation point for frontline Support Engineers with guidance.
• Build and maintain internal tools to speed future investigations.
• Gather customer feedback and track SLAs and metrics.

Skills

Debugging

Agentic tooling

Customer communication

Broad systems

Tools

Salesforce

Zendesk

Jira

Job description

Replicant in the United States is seeking a Support Software Engineer to own post-launch issues for bots and products, digging through logs, code, and conversation data to diagnose why something broke and to build internal tools that speed the next investigation.

You’ll work across AI Agent behavior, Conversation Intelligence, telephony, and integrations, collaborating with Support Engineers and customers, and you’ll be measured on reliability, resolution, and impact.