Software Engineer, Support Foundations

<h2><strong>About the Role</strong></h2> <p>The Support Foundations team builds the infrastructure that powers every support interaction&nbsp;a Chime member has. That includes the automated phone system members call when they need&nbsp;help, the in-app chatbot that answers questions instantly, live chat with human agents, and&nbsp;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&nbsp;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&nbsp;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&nbsp;</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&nbsp;</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 visibili