Software Engineer, Support Foundations

About the Role

The Support Foundations team builds the infrastructure that powers every support interaction a Chime member has. That includes the automated phone system members call when they need help, the in-app chatbot that answers questions instantly, live chat with human agents, and the data and routing systems that make it all work reliably.

Our mission is to give members a personalized, automated, and always-available support experience. We measure success by how members rate their support interactions — so when our systems work well, members feel it directly.

Right now, we're rebuilding this platform from the ground up. We're modernizing our contact center infrastructure, shipping AI-powered features like automated conversation summarization and intelligent self-service, and establishing the data foundations that improves routing accuracy and support quality at scale.

We work closely with Product, Conversational Design, and Operations teams to shape what the future of member support looks like.

The base salary offered for this role and level of experience will begin at $133,000.00 and up to $184,000.00. Full-time employees are also eligible for a bonus, competitive equity package, and benefits. The actual base salary offered may be higher, depending on your location, skills, qualifications, and experience.

What you'll work on

• Contact center platform — Build and own the systems that handle voice calls, live chat, and agent routing. You'll work on the next generation of this infrastructure as we modernize it end-to-end.
• AI-powered self-service tools — Develop conversational flows that help members resolve issues in real time.You'll integrate LLMs and build the logic that decides when to deflect, escalate, or hand off.
• Call and chat summarization — Ship features that automatically summarize interactions in real time. This reduces work for agents and improves the quality of every support conversation.
• Agent provisioning — Design the systems that onboard agents, assign skills, and ensure they're routed to the right contacts. This is foundational work that affects routing accuracy across the entire support org.
• IVR and authentication — Build the phone flows that authenticate members before connecting them to agents. These systems handle sensitive moments and need to be fast, secure, and reliable.
• Data and observability — Build pipelines and models that give the team visibility into routing quality, resolution rates, and operational health.

In this role, you can expect to

• Design, develop, test, refactor and scale backend implementations of new and existing consumer product features
• Write clean, efficient, well-tested backend code, and jump in on the occasional frontend or mobile feature.
• Set up monitoring and dashboards so we catch issues before members do.
• Work with the mobile team to design and build strong, resilient APIs that propel our mobile app
• Collaborate with multi-functional teams to understand member struggles and come up with creative solutions
• Proactively find opportunities for improving the reliability and scalability of our systems
• Work across the engineering team to improve and uphold high technical standards
• Team up across Engineering organization to solve complex, multi-domain problems..
• Balance independence with collaboration to deliver high-quality work on tight timelines.
• Engineers are required to participate in on-call rotation. Being on call may include responding to incidents outside of regular working hours when necessary.

To thrive in this role, you have

• 3+ years developing software in a production environment at scale
• Experience with Ruby on Rails or comparable frameworks
• Experience working with transactional databases and caching systems
• Exposure to architectural patterns of large, high-scale web applications
• An appreciation of maintainable and well-tested code
• A desire to learn and dive into the deepest levels of how things work
• Start-up experience as an added plus

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