Senior Software Engineer - Support Systems

Your Key Responsibilities

• Design, build, and maintain the internal tools and platforms that power our support organization — diagnostics, dashboards, automation, whatever the team actually needs
• Act as the subject-matter expert on support practices — how issues get triaged, escalated, and resolved, and where the process itself needs to improve
• Possess direct collaboration with the support and engineering teams to identify tooling gaps before they become bottlenecks
• Own the reliability and usability of whatever you ship — you build it, you support it
• Continuously improve support tooling based on real usage and feedback from the team on the ground

Requirements

• At least 4+ years of Real hands-on software engineering experience with Node.js — must. you've shipped things, not just prototyped them
• Hands-on experience building AI tools and solutions using LLMs, AI agents, or AI-powered automation frameworks — must
• Genuine interest in support practices and operations — you want to make the support team's job easier, not just write code in a vacuum
• Comfortable owning a build end-to-end, from idea to something the team relies on daily
• A track record of building and scaling support tooling/platforms at a high-growth company before — you've done this at scale, not for the first time

Nice-to-Have Skills

• Experience building internal tools or platforms for a support or customer-ops team
• Familiarity with EV charging, unattended payment, or IoT hardware support
• Experience with observability/monitoring tooling — dashboards, alerting, diagnostics
• Scripting or automation experience to speed up support workflows
• Experience building AI agent ecosystems — multi-agent orchestration, tool-use, or LLM-powered automation