Software Engineer, Support Foundations

About this role

Build and maintain the infrastructure powering Chime's customer support systems, including voice IVR, live chat, AI-powered self-service, and agent routing platforms. You'll modernize contact center systems, integrate LLMs for intelligent automation, and establish data foundations that scale support quality across millions of members.

What you'll do

• Design and develop backend systems for contact center platform (voice, chat, routing)
• Build AI-powered self-service features and conversational flows using LLMs
• Create real-time call and chat summarization systems for agents
• Develop agent provisioning and skill-matching systems
• Build secure IVR and member authentication phone flows
• Establish data pipelines and observability dashboards for routing quality and operational health

What they're looking for

• Ruby on Rails or comparable backend framework
• Production-scale backend development (3+ years)
• Transactional databases and caching systems
• API design and mobile integration
• System monitoring and observability tooling
• Large-scale web application architecture
• AI/LLM integration
• On-call incident response

Benefits

• Competitive salary ($133,000–$184,000)
• Performance bonus eligible
• Equity package
• Full-time employment benefits
• High-impact work directly affecting member experience
• Collaboration with product, design, and operations teams

Likely interview questions

• Describe your experience building production systems at scale and how you approached reliability and observability.
• Tell us about a time you integrated or worked with AI/LLM features. What challenges did you encounter?