Software Engineer, Support Foundations

We're rebuilding the platform that powers every support interaction a Chime member has—from the automated phone system and in-app chatbot to live-agent chat and the data pipelines that make it all reliable. Our mission is to deliver a personalized, automated, and always-available support experience that members feel directly through higher satisfaction ratings.

Right now we're modernizing our contact-center infrastructure, shipping AI-powered features like real-time conversation summarization and intelligent self-service, and laying the data foundations that improve routing accuracy and support quality at scale. We partner closely with Product, Conversational Design, and Operations teams to shape the future of member support.

Responsibilities

• Build and own the systems that handle voice calls, live chat, and agent routing as we modernize the contact-center platform end-to-end.
• Develop AI-powered self-service tools: design conversational flows, integrate LLMs, and build the logic that decides when to deflect, escalate, or hand off.
• Ship real-time call and chat summarization features that reduce agent workload and improve support quality.
• Design agent-provisioning systems that onboard agents, assign skills, and ensure accurate routing across the entire support org.
• Build secure, fast IVR and authentication phone flows that handle sensitive member moments.
• Create data pipelines and observability models that give the team visibility into routing quality, resolution rates, and operational health.
• Design, develop, test, refactor, and scale backend implementations of new and existing consumer product features.
• Write clean, efficient, well-tested backend code; occasionally contribute to frontend or mobile features.
• Set up monitoring and dashboards so issues are caught before members notice.
• Collaborate with the mobile team to design and build resilient APIs that power our mobile app.
• Work with cross-functional teams to understand member struggles and devise creative solutions.
• Proactively identify opportunities to improve system reliability and scalability.
• Uphold high technical standards across the engineering team.
• Solve complex, multi-domain problems in collaboration with other engineering groups.
• Balance independence and collaboration to deliver high-quality work on tight timelines.
• Participate in an on-call rotation that may require responding to incidents outside of regular working hours.

Requirements

• 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.
• Startup experience is a plus.

Pay

The base salary for this role begins at $133,000 and can go up to $184,000, depending on location, skills, qualifications, and experience. Full-time employees are also eligible for a bonus, competitive equity package, and benefits.

Benefits

• Four days a week in the office and Fridays from home for employees near an office; fully remote options available.
• Backup child, elder, and pet care, plus subsidized commuter benefits for eligible employees.
• Comprehensive health, financial, and wellbeing benefits designed to support every life stage.
• Generous vacation policy and company-wide paid days off.
• 1% of your time off to support local community organizations of your choice.
• Annual wellness stipend for eligible expenses.
• Up to 22 weeks of paid parental leave for birthing parents and 12 weeks for non-birthing parents.
• Access to family planning reimbursement.