Full Stack Software Engineer, Support Operations

Most companies treat support as a cost center. We treat it as an engineering challenge and a product opportunity.

Support Operations Engineering is an engineering function inside the company’s Support Services organization. We build the systems that decide how customers get help from the moment they describe their problem to the moment it’s resolved. This role will help shape how Support Services, RevOps, GTM, and core Engineering teams collaborate on customers. This is not a tools team. About a third of our work directly supports the support organization. The rest is building experiences and systems that change how the company works with its customers in more effective, streamlined ways.

WHAT YOU WILL BE DOING

You’ll design and build the systems that sit between the company’s customers and the teams who serve them. The work is varied by design, and you’ll move between problem types as priorities shift:

• Intelligent routing and decision systems. Software that decides where work should go and who should handle it, weighing many signals at once, and is built to adapt as the business scales.

• AI-powered customer experiences. Customer-facing and internal experiences that understand what someone needs, recommend the best next step, and know when to hand off to a human.

• Internal platforms and tooling. Applications that give Support, RevOps, and GTM teams the leverage to work faster and more accurately, built to production standards.

• Integrations and data flow. Connections across Salesforce, live chat, incident management, Slack, GitHub, and more, so workflows and data move cleanly between systems.

• Automation and observability. Systems that remove repetitive work, surface what’s breaking, and give teams confidence in what they’re running.

Across all of it, you’ll partner with core Engineering to ship to production, and own what you build: code review, testing, monitoring, and continuous improvement.

WHAT YOU BRING ALONG

• 3–5 years building and shipping full-stack software in production, with tools like TypeScript/JavaScript, Node.js, and React (or comparable)

• Experience developing with APIs, webhooks, and integrations between distributed systems

• Hands-on experience close to support: as a support or technical support engineer, or by building tools or integrations for a support, CS, or RevOps team

• Confidence with Git and safe, version-controlled deployment workflows

• The ability to translate operational needs into solutions that non-engineers can follow

• A shipper’s mindset: self-driven, curious, and comfortable owning a problem end-to-end in a remote, globally distributed team

• Comfort using AI tools day to day in how you build, with a clear sense of where to trust them

BONUS POINTS

• Experience building LLM-powered features in production (routing, retrieval, evaluation, or observability)

• Salesforce platform experience (Apex, LWC, Flows, custom objects) or certifications; if you don’t have it, the appetite to get there quickly

• Support and incident tooling: Pylon, incident.io [link for members] PagerDuty, Zendesk, Slack APIs, GitHub APIs

• Experience with the company or other analytical databases

• Experience in an early-stage or greenfield environment, or embedded in a support, RevOps, or business-systems function

PERKS

• Flexible work environment - the company is a globally distributed company and remote-friendly. We currently operate in over 25 countries.

• Healthcare - Employer contributions towards your healthcare.

• Equity in the company - Every new team member who joins our company receives stock options.

• Time off - Flexible time off in the US, generous entitlement in other countries.

• A USD$500 Home office setup if you’re a remote employee.

• Global Gatherings – We believe in the power of in-person connection and offer opportunities to engage with colleagues at company-wide offsites.

CULTURE - WE ALL SHAPE IT

As part of a rapidly scaling start-up, you will be instrumental in shaping our culture.

Are you interested in finding out more about our culture? Learn more about our values here [link for members] Check out our blog posts [link for members] or follow us on LinkedIn [link for members] to find out more about what’s happening at the company.

EQUAL OPPORTUNITY & PRIVACY

The company provides equal employment opportunities to all employees and applicants and prohibits discrimination and harassment of any type based on factors such as race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Please see here [link for members] for our Privacy Statement.