Software Engineer - Support (USA Only - 100% Remote)

About the role

We’re hiring a Software Engineer to build the tools and AI Systems that our Support team runs on. Support is one of the things our customers love most about Close, and as ticket volume grows and AI rewrites what good support looks like, we’re adding another embedded engineer inside the Support function to continue building the systems that make our team great and keep our customers happy.

Responsibilities

• Build internal tools that scale Support.
  • Design and ship the systems that Support Engineers and Support Reps rely on daily — AI drafting tools, autonomous reply systems, workflow automation, reporting dashboards, and anything else that removes friction from the support operation.
  • Own projects end to end.
    • You're the engineer who takes "this part of the workflow is painful" to "this part of the workflow doesn't exist anymore."
    • No PM intermediary, no thrown-over-the-wall requirements.
  • Ship customer-facing tools when they take work off the queue.
    • Build self-service migration scripts and diagnostic tools customers can run themselves instead of opening a ticket.
  • Collaborate closely with Support.
    • Reps and Engineers are your primary users and your best source of requirements.
    • You're embedded enough that you see what's actually broken before anyone files a ticket.
  • Improve the systems underneath the work.
    • Better abstractions, more reliable integrations across Close, Stripe, Twilio, and the rest of the stack.
• Experiment and ship.
  • The team has real latitude to try new approaches. If there's a better way to do something, you're encouraged to prototype it, measure it, and ship it!

Requirements

You Are A Software Engineer who builds for the person sitting next to you. You have 3+ years of Software Engineering experience and can write clean, production-quality code. You’re drawn to problems where you can watch a Support Rep get faster and more effective within a few days of shipping. You're excited by the idea of a tight, collaborative feedback loop.

Qualifications

• Backed by a degree or experiences in the sciences. You have a degree or rigorous experience in Computer Science, Mathematics, Physics, Electrical or Mechanical Engineering. This shows up in how you reason through systems and approach problems.
• Techically deep. You're fluent in Python, Rust, Go, or Typescript/Javascript. You have built information retrieval systems using semantic search / RAG.
• A systems thinker. When you see a manual process, you have an unignorable itch to fix it. You think about upstream and downstream consequences before you commit.
• AI-fluent, not AI-dependent. You use Claude, Codex, Pi, or whatever makes you faster. You also understand what the code is doing, can debug it when it breaks, and know when to set the tools down and think from first principles.
• A clear, async communicator. You write well. Your technical specs are readable, your PRs are well-documented, and your Slack messages don't create more questions than they answer. You thrive in a fully remote, async-first environment.
• Located in US time zones. (ET, CT, MT, or PT)

Benefits

• Compensation: Competitive pay plus an organization-wide goal-based bonus
• Paid Time Off: ~5 weeks of PTO to start. Plus a 1-week all-company Winter Holiday Break and paid US holidays.
• Parental Leave: Paid leave for primary and secondary caregivers
• Sabbatical: A 1-month paid sabbatical every 5 years with the team
• Healthcare (US residents): Two medical plans with Close covering 99% of your premium, plus Dental, Vision, HSA, FSA, and company-paid Long-Term Disability
• 401k (US residents): We match your contributions up to 6%, vested immediately