Replicant Support Software Engineer at Replicant responsible for owning fixes and enhancements for live AI bots and products. Investigate root causes using logs, code, and internal tools, and serve as the primary customer contact for live issues.
Responsibilities
Own the bugs, issues, and enhancement requests for bots and products once they're live in production, working the escalations frontline Support Engineers can't resolve on their own.
Take a holistic view of platform health: AI Agent behavior and configuration, Conversation Intelligence, telephony, SSO and authentication, integrations, API issues, LLM prompting, and legacy FSM AI Agents built in TypeScript.
Investigate root cause across logs, code, and Replicant's internal tooling, then design, implement, test, and ship the fix, using agentic coding tools like Claude Code and Cursor as a core part of how you work.
Serve as the primary point of contact for customers on live issues: gather and confirm requirements on bugs and enhancement requests, and coordinate testing directly with them.
Act as an escalation point for frontline Support Engineers, providing technical context and guidance on the issues they can't close alone.
Build and maintain the internal tools that make the next investigation, fix, or enhancement faster than the last one.
Gather and raise customer feedback to Product, and adhere to team SLAs and support metrics along the way.
What you'll bring
Debugging depth. You're comfortable reading unfamiliar code, tracing logs, and reasoning across a genuinely broad surface area: production debugging, distributed systems, REST APIs, and authentication (OAuth 2.0 and similar) are all second nature, and you don't need to be a specialist in just one system.
Agentic fluency. You use agentic coding tools (Claude Code, Cursor, or equivalent) as your default way of investigating and fixing issues, not as a novelty layered on top of how you used to work, and you're just as comfortable maintaining legacy TypeScript code where that's still what's running in production.
Customer-facing strength. You can gather requirements directly from customers, confirm reproduction steps, coordinate tests, and explain a fix in plain language, including with customers who are frustrated that something broke.
Qualification
For all full-time employees🌴 In-person connection that counts🖥️ Tech & learning stipend📍 Remote by design🏋️ Health & wellness📈 Equity with upsideReplicant has three core values
Preferred
For all full-time employees, we offer:
🌴 In-person connection that counts: company-wide offsites and smaller team gatherings designed to make remote work feel personal
🖥️ Tech & learning stipend: Conferences, books, courses — interested? We’ll fund them
📍 Remote by design: We’re distributed — no guilt about life events, we trust you to manage your calendar
🏋️ Health & wellness: Flexible vacations, paid sabbatical after 5 years, comprehensive benefits, plus a stipend to support your physical and mental well-being
💸 Compensation that matches your impact: competitive salaries in the company you’re helping to build
📈 Equity with upside: We believe in shared ownership—You’ll own a real piece of a fast-growing AI company
Replicant has three core values. It is critical that everyone who joins the team feels excited and moved by these values as every new team member makes an impact on our culture.
