Software Engineer, Support Foundations
Core
Build and own the infrastructure powering Chime's support interactions, including automated phone systems, in-app chatbots, live chat routing, and data pipelines for agent provisioning and summarization.
Role type
Senior backend software engineer (support infrastructure)
Builds
Contact center platform, AI-powered self-service tools, call/chat summarization features, agent provisioning systems, IVR flows, and data observability pipelines.
Domain
Financial technology (FinTech) / Customer Support Infrastructure
Deliverable
production ML models | product features | infrastructure
Required skills
Ruby on Rails, transactional databases, caching systems, large-scale web application architecture, backend development, API design, monitoring and observability
Preferred skills
Startup experience, frontend or mobile development exposure
Technologies
Ruby on Rails, LLMs, transactional databases, caching systems
Responsibilities
Design, develop, test, refactor, and scale backend implementations of consumer product features; Build and own systems handling voice calls, live chat, and agent routing; Develop conversational flows integrating LLMs for self-service; Ship features for real-time interaction summarization; Design systems for agent onboarding and skill assignment; Build phone flows for member authentication; Build pipelines and models for routing quality and operational health visibility.
Seniority
Senior, hands-on IC
