---
title: 'Support Software Engineer at Replicant'
canonical: 'https://feeny.ai/job/support-software-engineer-replicant-united-states-jga3bcqdbbke'
type: 'job'
last_seen: '2026-10-13'
---

# Support Software Engineer at Replicant

- **Company:** Replicant
- **Location:** United States
- **Employment:** full-time
- **Work type:** remote
- **Posted:** 2026-10-07
- **Last confirmed live:** 2026-10-13
- **Apply:** https://jobs.ashbyhq.com/replicant/620ed75e-4d20-40c4-b1e3-21604f99c399

## Job description

At Replicant, we believe AI should work for people, starting with customer service. That’s why we built a platform that helps contact centers resolve more requests, proactively identify issues, and improve agent performance with AI-powered conversation intelligence and AI agents that act like your best reps. Our AI agents handle millions of calls every month for Fortune 500 companies and high-growth innovators. From processing payments to booking appointments and authenticating users, they help customers get what they need instantly, 24/7. Meanwhile, our real-time conversation insights help contact center leaders coach better and improve every interaction. We’re leading the shift from legacy systems to AI-first service, powered by large language models (LLMs) and designed for enterprise scale, security, and empathy. If you’re excited by the potential of LLMs, voice AI, and building category-defining technology with a kind, ambitious team, you’ll love it here. Our customers don't just buy an AI agent that works in a demo. They buy one that keeps resolving calls, holds up under real call volumes, and stays reliable as their business changes underneath it. As a Support Software Engineer on our Technical Support team, you make that true once a bot or product is live: you own the fixes and enhancements that keep it running, dig through logs, code, and conversation data to find out why something broke, and build the internal tools that make the next investigation faster than the last one. This is a post-launch engineering role, equal parts investigator, fixer, and customer point of contact, and you are measured on reliability and resolution, not features shipped. It's also a genuinely broad technical mandate spanning AI Agent behavior, Conversation Intelligence, telephony, integrations, and legacy TypeScript SDK bots and you'll build it on real production traffic, not demos, with real autonomy on a team small enough that your work is visible to customers and leadership alike.

## What You'll Do

- Own the bugs, issues, and enhancement requests for bots and products once they're live in production, working the escalations frontline Support Engineers can't resolve on their own.
- Take a holistic view of platform health: AI Agent behavior and configuration, Conversation Intelligence, telephony, SSO and authentication, integrations, API issues, LLM prompting, and legacy FSM AI Agents built in TypeScript.
- Investigate root cause across logs, code, and Replicant's internal tooling, then design, implement, test, and ship the fix, using agentic coding tools like Claude Code and Cursor as a core part of how you work.
- Serve as the primary point of contact for customers on live issues: gather and confirm requirements on bugs and enhancement requests, and coordinate testing directly with them.
- Act as an escalation point for frontline Support Engineers, providing technical context and guidance on the issues they can't close alone.
- Build and maintain the internal tools that make the next investigation, fix, or enhancement faster than the last one.
- Gather and raise customer feedback to Product, and adhere to team SLAs and support metrics along the way.

## What you'll bring

- Debugging depth. You're comfortable reading unfamiliar code, tracing logs, and reasoning across a genuinely broad surface area: production debugging, distributed systems, REST APIs, and authentication (OAuth 2.0 and similar) are all second nature, and you don't need to be a specialist in just one system.
- Agentic fluency. You use agentic coding tools (Claude Code, Cursor, or equivalent) as your default way of investigating and fixing issues, not as a novelty layered on top of how you used to work, and you're just as comfortable maintaining legacy TypeScript code where that's still what's running in production.
- Customer-facing strength. You can gather requirements directly from customers, confirm reproduction steps, coordinate tests, and explain a fix in plain language, including with customers who are frustrated that something broke.
- Nice to have: experience with LLM prompting or debugging conversational AI/voice systems; experience with enterprise tools like Salesforce, Zendesk, or Jira; experience building internal tooling or automations that reduced manual engineering or support load.

For all full-time employees, we offer:

🌴 In-person connection that counts: company-wide offsites and smaller team gatherings designed to make remote work feel personal 🖥️ Tech & learning stipend: Conferences, books, courses — interested? We’ll fund them 📍 Remote by design: We’re distributed — no guilt about life events, we trust you to manage your calendar 🏋️ Health & wellness: Flexible vacations, paid sabbatical after 5 years, comprehensive benefits, plus a stipend to support your physical and mental well-being 💸 Compensation that matches your impact: competitive salaries in the company you’re helping to build 📈 Equity with upside: We believe in shared ownership—You’ll own a real piece of a fast-growing AI company

## Our Values

Replicant has three core values. It is critical that everyone who joins the team feels excited and moved by these values as every new team member makes an impact on our culture.

Blade Runners: We take ownership and pride to influence the outcomes of our goals. We are successful, and like a Blade Runner, use the tools at our disposal to reach our objectives. We value open and honest communication and proactively seek feedback along the way. We are a company driven to grow and achieve both individually and as a team.

Bread Makers: We are humble and strive toward an egalitarian culture. No task is too big or too small. We work together to achieve our goals and develop our company mission. We believe that the whole is greater than the sum of its parts in everything that we do.

Självdistans (Self-Distance): Självdistans is Swedish for self-distance. It's the ability to critically reflect on oneself and one's relations from an external perspective. With this in mind, we act with objectivity and always remember that we are not our work. There's no perfect science to growing a team or business, but we trust everyone at Replicant to point out our blind spots and humbly admit their own.

Replicant is proud to be an equal opportunity employer. We are committed to fostering an inclusive, diverse and equitable workplace that is built on trust, support and respect. We welcome all individuals and do not discriminate on the basis of gender identity and expression, race, ethnicity, disability, sexual orientation, colour, religion, creed, gender, national origin, age, marital status, pregnancy, sex, citizenship, education, languages spoken or veteran status. Accommodation is available upon request at any point during our recruitment process. If you require an accommodation, please speak to your talent acquisition partner or email us at talent@replicant.ai and we’ll work to meet your needs.

## About Replicant

## Company Overview
- **One-liner**: Replicant provides AI-powered contact center automation that replicates the best performance of human agents to resolve customer conversations across voice, chat, and SMS.
- **Entity Type**: Private (Series B, $78M raised in April 2022)
- **Headquarters**: San Francisco, California, United States
- **Founded**: 2017
- **Founders**: Gadi Shamia (CEO & Co-Founder), Benjamin Gleitzman (CTO & Co-Founder), Jack Abraham (Co-Founder & Investor)

## Core Business
- **Primary industry**: Conversational AI / Contact Center Automation
- **Target customers**: Enterprise B2B – contact centers seeking to automate customer service workflows while empowering human agents.
- **Mission / purpose statement**: Use AI to resolve as many conversations as possible while elevating human agents to do what they are uniquely good at.

## Products & Services
- **Conversation Automation**: Premium AI agents that listen, understand, and execute actions across voice, chat, and SMS – built to achieve a 50% call resolution rate for payment-related calls.
- **Conversation Intelligence**: Real-time analytics and insights across both AI and live agents to spot gaps, improve performance, and surface trends.
- **Platform capabilities**: Seamless integrations with CCaaS and CRM systems, enterprise-grade security, and a proven two-week deployment methodology.

## Market Standing
- **Valuation / Market Cap**: Not publicly available (private company).
- **Key Metrics**: Total funding – $113M across 3 rounds. Annual revenue – estimated at $3.5M (LinkedIn-derived). 1B+ minutes automated, 200+ successful deployments, 65 NPS.
- **Notable Investors / Partners**: Norwest Venture Partners (led Series A and seed), Stripes (led Series B), Atomic (seed), and other institutional investors.
- **Growth Signals**: 176 total employees (Built In) / 152 employees (LinkedIn, -9.4% YoY but +150% monthly job postings). Offices in US, Canada, UK, and Portugal. Headcount is 45% technical. 14,308 LinkedIn followers (+15.9% yearly).

## Competitive Advantages
- **AI-building-AI**: Proprietary approach that uses existing conversation data to rapidly generate testable AI agents without manual trial-and-error.
- **Speed of deployment**: Start testing a workflow-specific AI agent within one hour; deploy to production in two weeks.
- **Unified platform**: Combines automation and intelligence on one platform, eliminating tool sprawl and giving holistic visibility.
- **Enterprise proven**: 50% call resolution on payment calls, 20% lower abandonment rate, and integration with major CCaaS/CRM systems.

## Strategic Focus
- Expand global footprint (current presence in North America, Europe) and scale the engineering and sales teams.
- Continue advancing automation capabilities to handle increasingly complex, multi-channel workflows.
- Maintain rapid deployment velocity while strengthening security and compliance for large enterprises.

## Why Work Here
- **Culture**: Values include “Bread Makers” (humble, egalitarian), “Självdistans” (self-distance – objective reflection), and “Blade Runners” (ownership and resourcefulness). Frequent team offsites and strong collaboration.
- **Work policy**: Remote-friendly with hybrid offices in the US and Canada. Employees can work from anywhere; those near offices mix on-site and remote.
- **Benefits**: Competitive health/dental/eye care, company equity, flexible vacation, wellness stipend, equipment stipend, and a sabbatical program after 5 years (up to 5 weeks).
- **Engineering culture**: 110+ engineers, product, and conversation design experts with deep expertise in AI, ML, linguistics, and contact center ops.

## Sources
1. [Replicant Careers Page](https://www.replicant.com/careers)
2. [Replicant About Page](https://www.replicant.com/about)
3. [Replicant Homepage](https://www.replicant.com/?lang=en)
4. [Built In Profile](https://builtin.com/company/replicant-1)
5. [LinkedIn Company Page](https://www.linkedin.com/company/replicant)

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