Staff Software Engineer

Description

The team works on the CRM product, which lets businesses sell, fulfil and serve customers from a single AI-driven platform across customer service, field service and sales.

The role centres on CSM Playbooks and customer service workflows, such as case and work order handling and guided experiences for agents.

You will take full ownership of complex components, collaborating with product, design and neighbouring platform teams on workflows that agents and customers use daily. The team values solid engineering basics, quality at scale, and using AI to make customer processes quicker and smarter.

Responsibilities

• Create scalable, maintainable, clean and reusable applications and integrations on the platform and related technologies.
• Work with product owners to clarify detailed requirements, then carry your code through design, implementation, test automation and delivery.
• Design and build reusable software components that perform well and stay reliable.
• Drive key technical initiatives from planning through deployment, and keep improving existing applications and services.
• Track new platform features and assess whether the team should adopt them.
• Build proofs of concept and prototypes to test architecture and design choices.
• Set and spread good practice for platform development, integrations and performance tuning.
• Share engineering and quality knowledge to build a habit of continuous learning.
• Coach engineers on the team and help them grow technically and professionally.

Requirements

• You have 7+ years of software engineering and a track record of technical direction that other teams adopted.
• You use AI coding assistants and agents effectively and take responsibility for their output.
• You have written agent instructions and prompts yourself, designed autonomous workflows, and built evaluations to check them.
• You have run LLM APIs in production, including retrieval-grounded features, agent orchestration, tool and function calling, and structured output enforcement, and you have carried at least one model or orchestration migration through to production.
• You have designed systems, APIs and data models, and tested front-end, server-side and relational data work with a strong quality focus.
• You have worked across Java, JavaScript/TypeScript and React, and you learn new tools and frameworks quickly.
• You know automated testing frameworks such as JUnit, Selenium, TestNG or Playwright, and you have built tests into CI/CD pipelines.
• You have been on call and acted as incident commander on customer-facing systems, and you have owned the systemic fixes that followed.
• You can troubleshoot complex systems and improve performance across the stack.
• You hold a Bachelor's degree in CS, software engineering or a related technical field, or you have equivalent practical experience.
• Good to have: experience with AI coding tools such as Claude or Codex.
• Good to have: CRM domain knowledge and working experience.

Conditions

Your work persona is flexible, remote or required in office, assigned according to the nature of your work and your work location.

To decide eligibility for a work persona, the company may measure the distance between your primary residence and the nearest office using a third-party service.