Software Engineer, Support Foundations

<h2><strong>About the Role</strong></h2> <p>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.</p> <p>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.</p> <p>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.</p> <p>We work closely with Product, Conversational Design, and Operations teams to shape what the future of member support looks like.</p> <p>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.</p> <p><strong>What you'll work on </strong></p> <ul> <li><strong>Contact center platform</strong> — 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.</li> <li><strong>AI-powered self-service tools</strong> — 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.</li> <li><strong>Call and chat summarization</strong> — Ship features that automatically summarize interactions in real time. This reduces work for agents and improves the quality of every support conversation.</li> <li><strong>Agent provisioning</strong> — 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.</li> <li><strong>IVR and authentication </strong>— 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.</li> <li><strong>Data and observability</strong> — Build pipelines and models that give the team visibility into routing quality, resolution rates, and operational health.</li> </ul> <h2><strong>In this role, you can expect to</strong></h2> <ul> <li>Design, develop, test, refactor and scale backend implementations of new and existing consumer product features</li> <li>Write clean, efficient, well-tested backend code, and jump in on the occasional frontend or mobile feature.</li> <li>Set up monitoring and dashboards so we catch issues before members do.</li> <li>Work with the mobile team to design and build strong, resilient APIs that propel our mobile app</li> <li>Collaborate with multi-functional teams to understand member struggles and come up with creative solutions</li> <li>Proactively find opportunities for improving the reliability and scalability of our systems</li> <li>Work across the engineering team to improve and uphold high technical standards</li> <li>Team up across Engineering organization to sol