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Support Software Engineer

ReplicantUnited StatesDelivery
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Salary
Not listed
Job type
Full-time
Work mode
Remote
Posted
7 Oct 2026
Status
Open · checked 7d ago

About this role

This Support Software Engineer role suits a technically versatile professional who enjoys post-launch engineering, investigation, and direct customer collaboration while working remotely across the United States. Replicant seeks an engineer to ensure the reliability and resolution of live AI agents and customer service products.

Role Overview

Replicant is hiring a Support Software Engineer for a remote position based in the United States. This position focuses on the post-launch phase of AI-powered customer service infrastructure. Rather than shipping new features, the role centers on system reliability, root-cause investigation, bug resolution, and enhancing production software that serves enterprise clients.

Key Responsibilities

Own post-launch bugs, enhancements, and complex technical escalations for production bots and products.
Investigate platform health issues across AI agent behavior, conversation intelligence, telephony, authentication, API integrations, and legacy TypeScript SDK bots.
Analyze logs, codebases, and internal diagnostic tools to determine root causes, then design, test, and deploy fixes utilizing agentic tools like Claude Code and Cursor.
Act as the primary technical point of contact for clients on live issues by gathering requirements, reproducing problems, and coordinating testing.
Provide technical context and guidance to frontline support engineers on unresolved escalations.
Develop and maintain internal tooling to streamline future investigations and reduce troubleshooting duration.
Collect user feedback for product teams while adhering to support metrics and service level agreements.

Requirements

Strong background in production debugging, distributed systems, REST APIs, and authentication protocols such as OAuth 2.0.
Proficiency with agentic coding environments like Claude Code and Cursor as standard workflows for troubleshooting and code maintenance.
Capability to maintain legacy TypeScript code running in live environments.
Customer-facing communication abilities to gather requirements, guide tests, and explain technical solutions clearly to clients.

Nice to Have

Familiarity with LLM prompting or debugging conversational artificial intelligence and voice systems.
Exposure to enterprise platforms including Salesforce, Zendesk, or Jira.
Background in developing internal automation or tooling to decrease manual engineering tasks.

Skills and Tools

TypeScript
REST APIs
OAuth 2.0
Claude Code
Cursor
LLMs
Salesforce
Zendesk
Jira

Salary and Benefits

Remote working environment with company-wide offsites and team get-togethers.
Technology and learning stipends for conferences, courses, and educational materials.
Flexible vacation policies, paid sabbatical leave after five years, and comprehensive health and wellness benefits alongside a wellbeing stipend.
Competitive salary matching impact alongside company equity.

About the Company

Replicant builds a conversational intelligence and automation platform that helps contact centers manage customer service requests using large language models. The enterprise company operates on core values emphasizing individual accountability, egalitarian teamwork, and self-reflection.

How to Apply

Interested candidates should apply directly on the official Replicant careers page.

Skills and tech stack

TypeScriptREST APIsOAuth 2.0Claude CodeCursorSalesforceZendeskJiraLLMLLMsDistributed Systems

Questions candidates ask

What is the primary focus of the Support Software Engineer?

The role focuses on post-launch engineering, including investigating bugs, tracing logs, fixing production issues, and maintaining the reliability of live AI agents rather than building new features.

Where is the position located?

The position is remote by design and based within the United States.

What coding tools are expected for daily tasks?

Engineers use agentic coding tools like Claude Code and Cursor as their default method for investigating and resolving issues, alongside maintaining legacy TypeScript code.

Does the role involve talking directly with clients?

Yes, this position serves as a customer point of contact to gather requirements, coordinate testing, and explain fixes for live issues.

What perks and benefits are offered?

Full-time employees receive health and wellness benefits, flexible vacation, a paid sabbatical after five years, tech and learning stipends, remote work flexibility, competitive compensation, and company equity.

Ready to apply?

The application is on the official Replicant careers page.

Apply on company site