Support Software Engineer

🕒 5 days ago

🌐 United States, Canada – Remote

🇺🇸 United States – Remote 🇨🇦 Canada – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🧑‍💻 Full-stack Engineer

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Replicant

WebsiteLinkedInAll Job Openings

51 - 200 employees

💼 Consulting

🏥 Healthcare

🛡️ Insurance

Consulting • Healthcare • Insurance

Replicant is a company that provides an advanced conversational AI platform designed to autonomously resolve customer service interactions. Their technology helps businesses enhance efficiency and customer satisfaction by resolving up to 80% of customer inquiries without the need for additional agents. The platform excels in reducing handle times, improving CSAT scores, and decreasing agent turnover. Replicant's solutions are utilized across various industries such as insurance, healthcare, consumer services, retail, and transportation. The platform is enterprise-grade, offering reliable, human-sounding AI interactions with sophisticated voice and transcription capabilities, ensuring accuracy and security for their clients.

📋 Description

• Own bugs, issues, and enhancement requests for production bots and products • Handle escalations that frontline Support Engineers cannot resolve independently • Assess platform health across AI Agent behavior and configuration, Conversation Intelligence, telephony, SSO, authentication, integrations, APIs, LLM prompting, and legacy TypeScript FSM AI Agents • Investigate root causes across logs, code, and internal tooling • Design, implement, test, and ship fixes using agentic coding tools • Serve as the primary customer contact for live issues • Gather and confirm requirements and coordinate customer testing • Provide technical context and guidance to frontline Support Engineers • Build and maintain internal investigation, fix, and enhancement tools • Escalate customer feedback to Product • Adhere to team SLAs and support metrics

🎯 Requirements

• Comfortable reading unfamiliar code, tracing logs, and reasoning across a broad technical surface area • Experience with production debugging, distributed systems, REST APIs, and authentication such as OAuth 2.0 • Proficiency with agentic coding tools such as Claude Code, Cursor, or equivalent • Comfortable maintaining legacy TypeScript code • Ability to gather requirements directly from customers, confirm reproduction steps, coordinate tests, and explain fixes in plain language • Nice to have: experience with LLM prompting or debugging conversational AI/voice systems • Nice to have: experience with Salesforce, Zendesk, or Jira • Nice to have: experience building internal tooling or automations that reduced manual engineering or support load

🏖️ Benefits

• Company-wide offsites and smaller team gatherings • Conferences, books, and courses funded through a tech and learning stipend • Remote work by design • Flexible vacations • Paid sabbatical after 5 years • Comprehensive benefits • Physical and mental well-being stipend • Equity ownership in the company