Full-Stack Engineer, Human Agent Tooling

<h2><strong>About the role</strong></h2> <p>The Human Agent Tooling team builds the software Chime's support agents use every day to help members. When a member has a problem a bot can't solve, a human agent picks it up — and the tools we build are what let that agent understand the member's situation, take the right action, and resolve the issue quickly and safely. That includes the agent workspace, case management, the systems that surface member context in real time, and the controls that govern what actions agents can take.</p> <p>Our mission is to make every human support interaction faster, safer, and more effective. When our tools work well, agents resolve issues in fewer clicks and members get better answers — and we measure our success by both.</p> <p>We're investing heavily in this platform: modernizing the agent experience, building safer and more granular access controls, and improving how agent tooling connects to the rest of Chime's systems. We work closely with Product, Operations, and the agents themselves to shape what great support tooling looks like.</p> <h2><strong>In this role, you can expect to</strong></h2> <ul> <li><strong>Agent workspace</strong> — Contribute to the tools agents use to view member context, manage cases, and take action. You'll build well-scoped features that make agents' day-to-day faster and less error-prone.</li> <li><strong>Member context and case data</strong> — Help build the systems that pull together the right information about a member and surface it to the agent at the right moment.</li> <li><strong>Access controls and safety</strong> — Work on the permissions and guardrails that determine what actions agents can take on member accounts. These systems handle sensitive moments and need to be correct and reliable.</li> <li><strong>Integrations</strong> — Build and maintain the connections between agent tooling and the other Chime systems agents depend on, with support from your team.</li> <li><strong>Observability</strong> — Add logging, monitoring, and dashboards so we can see how tools are performing and catch issues early.</li> </ul> <h2><strong>To thrive in this role, you have</strong></h2> <ul> <li>Some professional software development experience (roughly 1+ years) or equivalent through internships, projects, or a strong CS foundation</li> <li>Exposure to Ruby on Rails or a comparable web framework, or eagerness to learn it</li> <li>Familiarity with working against a database</li> <li>An appreciation for maintainable, well-tested code</li> <li>A strong desire to learn and to dig into how things actually work</li> <li>Curiosity about the people who use what yo