Support Software Engineer

Openkrill; United States; À distance; USD 110 000 - 170 000; Plein temps

Avantages offerts par ce poste

In-person offsites and team gatherings

Tech & learning stipend

Remote by design

Health & wellness benefits

Competitive salaries

Equity with upside

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Debugging

Agentic tooling

Customer communication

Broad systems

Outils

Salesforce

Zendesk

Jira

Description du poste

At Replicant, we believe AI should work for people, starting with customer service. That’s why we built a platform that helps contact centers resolve more requests, proactively identify issues, and improve agent performance with AI-powered conversation intelligence and AI agents that act like your best reps.

Our AI agents handle millions of calls every month for Fortune 500 companies and high-growth innovators. From processing payments to booking appointments and authenticating users, they help customers get what they need instantly, 24/7. Meanwhile, our real-time conversation insights help contact center leaders coach better and improve every interaction.

We’re leading the shift from legacy systems to AI-first service, powered by large language models (LLMs) and designed for enterprise scale, security, and empathy. If you’re excited by the potential of LLMs, voice AI, and building category-defining technology with a kind, ambitious team, you’ll love it here.

Our customers don't just buy an AI agent that works in a demo. They buy one that keeps resolving calls, holds up under real call volumes, and stays reliable as their business changes underneath it. As a Support Software Engineer on our Technical Support team, you make that true once a bot or product is live: you own the fixes and enhancements that keep it running, dig through logs, code, and conversation data to find out why something broke, and build the internal tools that make the next investigation faster than the last one. This is a post-launch engineering role, equal parts investigator, fixer, and customer point of contact, and you are measured on reliability and resolution, not features shipped. It's also a genuinely broad technical mandate spanning AI Agent behavior, Conversation Intelligence, telephony, integrations, and legacy TypeScript SDK bots and you'll build it on real production traffic, not demos, with real autonomy on a team small enough that your work is visible to customers and leadership alike.

What You'll Do

• Own the bugs, issues, and enhancement requests for bots and products once they're live in production, working the escalations frontline Support Engineers can't resolve on their own.
• Take a holistic view of platform health: AI Agent behavior and configuration, Conversation Intelligence, telephony, SSO and authentication, integrations, API issues, LLM prompting, and legacy FSM AI Agents built in TypeScript.
• Investigate root cause across logs, code, and Replicant's internal tooling, then design, implement, test, and ship the fix, using agentic coding tools like Claude Code and Cursor as a core part of how you work.
• Serve as the primary point of contact for customers on live issues: gather and confirm requirements on bugs and enhancement requests, and coordinate testing directly with them.
• Act as an escalation point for frontline Support Engineers, providing technical context and guidance on the issues they can't close alone.
• Build and maintain the internal tools that make the next investigation, fix, or enhancement faster than the last one.
• Gather and raise customer feedback to Product, and adhere to team SLAs and support metrics along the way.

What you’ll bring

• Debugging depth. You're comfortable reading unfamiliar code, tracing logs, and reasoning across a genuinely broad surface area: production debugging, distributed systems, REST APIs, and authentication (OAuth 2.0 and similar) are all second nature, and you don't need to be a specialist in just one system.
• Agentic fluency. You use agentic coding tools (Claude Code, Cursor, or equivalent) as your default way of investigating and fixing issues, not as a novelty layered on top of how you used to work, and you're just as comfortable maintaining legacy TypeScript code where that's still what's running in production.
• Customer-facing strength. You can gather requirements directly from customers, confirm reproduction steps, coordinate tests, and explain a fix in plain language, including with customers who are frustrated that something broke.
• Nice to have: experience with LLM prompting or debugging conversational AI/voice systems; experience with enterprise tools like Salesforce, Zendesk, or Jira; experience building internal tooling or automations that reduced manual engineering or support load.

For all full-time employees, we offer:

• In-person connection that counts: company-wide offsites and smaller team gatherings designed to make remote work feel personal
• Tech & learning stipend: Conferences, books, courses — interested? We’ll fund them
• Remote by design: We’re distributed — no guilt about life events, we trust you to manage your calendar
• Health & wellness: Flexible vacations, paid sabbatical after 5 years, comprehensive benefits, plus a stipend to support your physical and mental well-being
• Compensation that matches your impact: competitive salaries in the company you’re helping to build
• Equity with upside: We believe in shared ownership—You’ll own a real piece of a fast-growing AI company

Our Values

Replicant has three core values. It is critical that everyone who joins the team feels excited and moved by these values as every new team member makes an impact on our culture.

Blade Runners: We take ownership and pride to influence the outcomes of our goals. We are successful, and like a Blade Runner, use the tools at our disposal to reach our objectives. We value open and honest communication and proactively seek feedback along the way. We are a company driven to grow and achieve both individually and as a team.

Bread Makers: We are humble and strive toward an egalitarian culture. No task is too big or too small. We work together to achieve our goals and develop our company mission. We believe that the whole is greater than the sum of its parts in everything that we do.

Självdistans (Self-Distance): Självdistans is Swedish for self-distance. It's the ability to critically reflect on oneself and one's relations from an external perspective. With this in mind, we act with objectivity and always remember that we are not our work. There's no perfect science to growing a team or business, but we trust everyone at Replicant to point out our blind spots and humbly admit their own.

Replicant is proud to be an equal opportunity employer. We are committed to fostering an inclusive, diverse and equitable workplace that is built on trust, support and respect. We welcome all individuals and do not discriminate on the basis of gender identity and expression, race, ethnicity, disability, sexual orientation, colour, religion, creed, gender, national origin, age, marital status, pregnancy, sex, citizenship, education, languages spoken or veteran status. Accommodation is available upon request at any point during our recruitment process. If you require an accommodation, please speak to your talent acquisition partner or email us [e-mail] [e-mail] we’ll work to meet your needs.