Support Software Engineer — AI Agent Reliability (Remote)

Replicant

United States

Remote

USD 120,000 - 170,000

Full time

4 days ago

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Benefits offered by this job

In-person connection (offsites)

Tech & learning stipend

Remote by design

Health & wellness benefits

Equity with upside

Job summary

Replicant is hiring a Support Software Engineer for our Technical Support team. You will own live bugs and enhancements, investigate root causes across logs and code, and build internal tools to accelerate future investigations.

You’ll interact directly with customers on live issues and coordinate testing to deliver reliable resolutions. You’ll work in a remote-friendly, globally distributed environment, with strong emphasis on reliability, performance, and customer outcomes.

Qualifications

Proficient in reading and tracing unfamiliar code across systems.
Experience using agentic coding tools for investigation and fixes.
Ability to gather requirements from customers and explain fixes clearly.
Nice to have: experience with enterprise tools and internal tooling/automation.

Responsibilities

Own bugs and enhancements for bots and products in production, guiding escalations.
Analyze platform health: AI Agent behavior, authentication, integrations, and API issues.
Investigate root cause using logs, code, and internal tools; design and ship fixes.
Serve as primary contact for customers on live issues and coordinate testing.
Act as escalation point for frontline support with technical guidance.
Build and maintain internal tooling to speed up future investigations.
Collect and relay customer feedback to Product and meet SLAs.