Full Stack Software Engineer, Support Operations

Description

Most companies see support as a cost center. The company sees it as an engineering problem and a product opportunity.

Support Operations Engineering is an engineering group within Support Services. The team builds the systems that determine how a customer gets help, from the first description of a problem to its resolution.

This role helps define how Support Services, RevOps, GTM, and core Engineering work together on customer issues. It is not a tools-only role. Roughly one third of the work serves the support organization directly, and the rest changes how the company works with customers, making those interactions more effective and streamlined.

Responsibilities

• Design and build the systems between customers and the teams who serve them, switching between problem types as priorities change.
• Build routing and decision software that chooses where work goes and who handles it, weighing many signals at once and adapting as the business grows.
• Create AI-driven customer experiences, both external and internal, that grasp what someone needs, suggest the next step, and hand off to a person when needed.
• Develop internal applications that help Support, RevOps, and GTM teams work faster and more accurately, held to production standards.
• Connect Salesforce, live chat, incident management, Slack, GitHub, and other systems so data and workflows move cleanly between them.
• Automate repetitive work, surface failures, and give teams confidence in what runs in production.
• Work with core Engineering to ship to production, and take ownership of code review, testing, monitoring, and ongoing improvement.

Requirements

• 3-5 years of building and shipping full-stack software in production, using TypeScript or JavaScript, Node.js, and React, or a comparable stack.
• Experience building with APIs, webhooks, and integrations between distributed systems.
• Hands-on experience close to support, either as a support or technical support engineer or by building tools or integrations for a support, CS, or RevOps team.
• Working knowledge of Git and version-controlled deployment practices that keep releases safe.
• Ability to turn operational needs into solutions that non-engineers can follow.
• A self-driven, curious approach, and comfort owning a problem from start to finish on a remote, globally distributed team.
• You use AI tools daily in your development work and know when their output can be trusted.
• Optional: experience building LLM-powered features in production, such as routing, retrieval, evaluation, or observability.
• Optional: Salesforce platform experience (Apex, LWC, Flows, custom objects) or certifications. Without it, you should be able to learn it quickly.
• Optional: experience with support and incident tools such as Pylon, incident.io, PagerDuty, Zendesk, Slack APIs, or GitHub APIs.
• Optional: experience with the company or other analytical databases.
• Optional: experience in an early-stage or greenfield environment, or working inside a support, RevOps, or business-systems function.

Conditions

Remote-friendly role on a globally distributed team, with the company operating in more than 25 countries.

Equal opportunity statement omitted.

Benefits

• Employer contributions toward healthcare.
• Stock options granted to every new team member.
• Flexible time off in the US and generous time off in other countries.
• USD$500 home office setup for remote employees.
• Invitations to company-wide in-person offsites.
• Joining a fast-growing start-up where you help shape the culture.