Software Engineer, Support Foundations

Chime Financial, Inc; San Francisco (CA); Hybrid; USD 133,000 - 184,000; Full time

Benefits offered by this job

Bonus

Equity package

Benefits

Hybrid work policy

Job summary

Chime Financial, Inc. is seeking experienced engineers to rebuild and scale our Support Foundations platform. You will own the contact center infrastructure, develop AI-powered self-service, and ship real-time conversation summaries to improve agent support quality.

The role involves building voice, chat, and routing systems, integrating LLMs, and advancing data pipelines for routing accuracy. Competitive base salary with bonus and equity, plus full benefits, and hybrid office policy in SF.

Qualifications

• 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.
• Start-up experience as an added plus.

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.
• Engineers participate in on-call rotation; on-call may require incident response outside normal hours.

Skills

Ruby on Rails

Databases

Caching systems

Web architecture

Maintainable code

Job description

About the Role

The Support Foundations team builds the infrastructure that powers every support interactiona Chime member has. That includes the automated phone system members call when they needhelp, the in-app chatbot that answers questions instantly, live chat with human agents, andthe data and routing systems that make it all work reliably.

Our mission is to give members a personalized, automated, and always-available support experience. We measure success by how members rate their support interactions — so when oursystems work well, members feel it directly.

Right now, we're rebuilding this platform from the ground up. We're modernizing our contactcenter infrastructure, shipping AI-powered features like automated conversation summarization and intelligent self-service, and establishing the data foundations that improves routing accuracy and support quality at scale.

We work closely with Product, Conversational Design, and Operations teams to shape what the future of member support looks like.

The base salary offered for this role and level of experience will begin at $133,000.00 and up to $184,000.00. Full-time employees are also eligible for a bonus, competitive equity package, and benefits. The actual base salary offered may be higher, depending on your location, skills, qualifications, and experience.

What you'll work on

• Contact center platform — Build and own the systems that handle voice calls, live chat, and agent routing. You'll 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.You'll integrate LLMs and build the logic that decides when to deflect, elevate, 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.

In this role, you can expect to

• 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.
• Engineers are required to participate in on-call rotation. Being on call may include responding to incidents outside of regular working hours when necessary.

To thrive in this role, you have

• 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
• Start-up experience as an added plus

What we offer for our full-time, regular employees

• Our in-office work policy is designed to keep you connected - with four days a week in the office and Fridays from home for those near one of our offices, plus team and company-wide events depending on location. Whether you’re coming in regularly or are part of our fully remote program, you’ll stay engaged with your work and teammates.
• In-office perks including backup child, elder, and/or pet care, plus a subsidized commuter benefit to support your regular commute
• Competitive salary based on experience
• 401k match plus great medical, dental, vision, life, and disability benefits
• Generous vacation policy and company-wide Chime Days, bonus company-wide paid days off
• 1% of your time off to support local community organizations of your choice
• Annual wellness stipend to use towards eligible wellness related expenses
• Up to 24 weeks of paid parental leave for birthing parents and 12 weeks of paid parental leave for non-birthing parents
• Access to Maven, a family planning tool, with $15k lifetime reimbursement for egg freezing, fertility treatments, adoption, and more
• In-person and virtual events to connect with your fellow Chimers—think cooking classes, guided meditations, music festivals, mixology classes, paint nights, etc., and delicious snack boxes, too!
• A challenging and fulfilling opportunity to join one of the most experienced teams in FinTech and help millions unlock financial progress

Chime is proud to be an Equal Opportunity Employer. We consider qualified applicants without regard to race, color, ancestry, religion, sex, national origin, sexual orientation, gender identity, age, marital or family status, disability, genetic information, veteran status, or any other legally protected basis under provincial, federal, state, and local laws, regulations, or ordinances. We will also consider qualified applicants with criminal histories in a manner consistent with the requirements of state and local laws, including the San Francisco Fair Chance Ordinance, Cook County Ordinance, NYC Fair Chance Act, and the LA City Fair Chance Ordinance, and consistent with Canadian provincial and federal laws. If you have a disability or special need that requires accommodation during any stage of the application process, please contact: [e-mail].

To learn more about how Chime collects and uses your personal information during the application process, please see the Chime Applicant Privacy Notice.