Software Engineer - AI Agents

The Team

There’s a ton of work support agents handle that they don’t particularly enjoy — things like managing upset customers, sorting and tagging emails, or having to say no because of policy limits. Thanks to recent technological advancements, it’s now possible to automate a lot of these tasks, letting agents focus on work they’re better at and actually enjoy.

Our Assist Team is a small, forward-thinking group, operating like a “startup within a startup” led by our CTO, John Wang. The team is building an AI-based product that boosts the efficiency of support teams. With agentic workflows, we create AI-driven responses to support inquiries, helping agents send faster and more accurate replies, or even automatically handling responses when confidence is high.

• A deep dive into the day to day life of the team
• Our CTO John's take on building out the team

Responsibilities

As a Software Engineer on the Assist Team, you will:

• Build foundational new features: Develop product features from the ground up, such as implementing translation capabilities powered by LLMs and intelligent categorization of incoming tickets. You’ll help design and build a workflow builder that distills the complexity of workflows into a simple, intuitive interface, making powerful tools accessible and easy to use for support agents.
• Improve LLM model results: Enhance our retrieval augmented generation engine using techniques like vector search, document re-ranking, and hypothetical document embeddings. You’ll help us leverage implicit knowledge bases like past tickets and macros to improve model performance.
• Develop LLM Infrastructure: Architect the abstractions that enable the integration of various types of LLMs tailored for different applications. You’ll design and implement evaluation and logging systems to monitor performance and build interfaces that expand our platform's capabilities.
• Engage with customers: Collaborate with our customers (both support agents and managers) to understand their needs, how they interact with our product, and how we can improve their lives.
• Wear many hats: Be versatile in roles — coding, user research, planning, brainstorming, interviewing, and cross-team collaboration.
• Shape the team culture: Encourage a startup mentality that’s all about staying positive, aiming for top-notch product quality, and taking initiative.

Examples of what you might work on:

• Pioneering new LLM evaluation techniques
• Enhancing RAG results with Reciprocal Rank Fusion and Hybrid Search

About you

You might be a good fit if you:

• Have 5+ years of experience in software engineering as an individual contributor.
• Are highly ambitious and driven and set high goals for yourself and others.
• Put customers first, focusing on real problem-solving and making life easier for support agents.
• Enjoy fast-paced environments and can quickly adjust when new insights come from customers or prospects.
• Have a bit of a maverick streak that helps you come up with creative solutions for tough problems.
• Have made a noticeable impact on small teams and have solid experience contributing in startups or smaller companies.
• Have worked with LLMs and are excited to dive into them every day.
• Stay humble and open to feedback, value teamwork, and are always ready to learn and grow.

The estimated base salary range for this role is $140,000 - $220,000 per year. The base pay offered may vary depending on location, job-related knowledge, skills, and experience. Stock options are provided as part of the compensation package, in addition to a full range of medical, financial, and/or other benefits, dependent on the position offered.