Software Engineer, Enablement

Are you ready to join Connecticut Innovation’s vibrant community of innovators? Connecticut Innovations (“CI”) is Connecticut’s strategic venture capital arm, and we are passionate about serving our portfolio of 220+ companies across various industries, with strengths in life sciences, technology, and climate tech.

Come join Unified CX Automation Platform | Capacity !

About Capacity

As support costs continue to rise, teams are often overburdened, struggling to maintain service levels while navigating increasing ticket volumes, and facing pressure to find cost-effective solutions to improve performance while managing growing demand.

Capacity is an omnichannel support automation platform that helps clients drive down support costs, improve knowledge access, and increase efficiency with practical and generative AI—so your team can do their best work. We offer solutions for intelligent virtual agents, employee enablement and agent assist, and process automation to nearly 20,000 companies worldwide.

Today, Capacity automates support over chat, SMS, voice, web, email, helpdesks, and more in one single platform, powered by technology and talent from the acquisitions of Call Criteria, Cereproc, Creovai, Denim Social, Envision, KLaunch, Linc, Lucy, LumenVox, SmartAction, Textel, Verbio and YouCanBookMe. Capacity was founded in 2017 by David Karandish and Chris Sims, and is part of the Equity.com incubator.

Our mission at Capacity is to help teams do their best work through our AI-powered support automation platform. Capacity provides everything you need to automate support and business processes in one powerful omni-channel platform.

We believe that each individual voice, perspective and background brings inherent value to enhance our product, serve our customers and generate more ideas to solve complex problems. By continuing to hire talented, driven and humble teammates, we have the opportunity to see Capacity become a premier brand enterprise SaaS platform.

Capacity has raised over $100 million dollars from over 150 investors, giving us the opportunity to make ambitious investments in our team and big bets on our future. Our total addressable market is enormous. Any company that wants to grow revenue, reduce costs, and improve customer and employee satisfaction is an opportunity for Capacity to shine.

Role Overview

Reporting to the Engineering Manager of Engineering Enablement, the Software Engineer - Enablement will design, build, and operate the tools and processes that make engineering at Capacity faster, higher quality, and more enjoyable. Your primary focus will be AI-powered engineering processes including the AI pairing pipeline, automated ticket workflows, and developer tooling, but you will also work on the broader internal platform that supports engineering productivity across the organization.

You will be one of the first members of the Engineering Enablement team at Capacity: a small team with an outsized mandate. Your work will directly shape how every engineer at the company works, how fast they ship, and how much time they spend on high-value problems versus repetitive tasks. You will build AI-powered workflows, automation pipelines, and developer tooling that become the foundation of Capacity's velocity improvements. This is a rare opportunity to build something new from the inside of a company that is growing fast.

Responsibilities

• Build and maintain the AI pairing pipeline: the tooling, integrations, and workflows that allow every engineer to work effectively with AI assistants as a genuine productivity partner.
• Design and implement the automated ticket generation system that converts product signals, operational alerts, and customer feedback into sprint-ready engineering work items.
• Build developer tooling that reduces friction across the engineering lifecycle from local development environments to deployment and observability.
• Contribute to the non-engineer contribution program by building the technical guardrails, review workflows, and quality gates that allow non-engineers to safely commit code.
• Instrument and measure the impact of every Enablement tool and process and use that data to continuously improve.
• Partner with engineers across the organization to understand their pain points and identify the highest-leverage opportunities for Enablement investment.
• Stay current with the rapidly evolving AI developer tooling landscape and evaluate new tools and techniques for potential adoption at Capacity.

Qualifications & Skills

• 3+ years of software engineering experience with strong fundamentals in backend systems, APIs, and automation.
• Hands-on experience building with LLMs including prompt engineering, tool use, and evaluation of AI-generated output.
• Experience building internal developer tools, automation pipelines, or platform infrastructure.
• Strong programming skills; experience with Go (Golang) and/or Python is strongly preferred.
• Familiarity with modern AI developer tools including Claude, Cursor, GitHub Copilot, and similar platforms.
• Experience building integrations with project management and engineering tools such as Jira, GitHub, or Linear is a strong plus.
• Comfort working in a fast-moving, early-stage function where the scope and priorities will evolve.
• Strong communication skills: able to gather requirements from engineers and translate them into well-designed tooling solutions.

You are motivated by:

• Hustle: You inspire others to work as hard as you. You will find a way, no matter how hard the task is.
• Ownership: You have an owner/builder mentality. You care about what you deliver and own your mistakes.
• Proactivity: You don’t wait for someone to tell you what to do or what problems to solve. You are always looking for ways to learn and improve.
• Excellence: You set a high bar and surpass expectations. You hit your goals and ask for more.
• Humility: You are not above any task in the organization and are willing to drop what you’re doing to help a teammate.

What you can expect from us

The team:

Capacity team members enjoy the opportunity and benefits of working at an artificial intelligence startup, but with leaders who’ve worked at places like Apple, Ebay, Visa, Answers.com, Oracle, Boeing, and many more world-class companies. The culture at Capacity encourages innovation, independent problem solving, and collaboration as we continue to mature our product in the ever-changing world of AI.

We provide:

• Employer-paid health insurance (for you and your eligible dependents)
• Profit Interest Units/incentive compensation
• Unlimited vacation policy
• 401(k) with a company match
• Short term disability insurance
• Group life AD&D insurance
• A supportive, diverse workplace where we prioritize respect for each other and our clients
• A fun and collaborative team culture

Salary range:

• The expected base salary for the Software Engineer - Enablement role is between $150,000 and $180,000; actual salary will be commensurate with a candidate's experience, skill and location.

Still unsure?

At Capacity we value more than just hard skills. Our goal is to build a holistic and diverse team. If you aren’t sure if you qualify, just apply! We will carefully consider your application and are always grateful for any time and effort invested in Capacity.

But wait, there’s more!

At Capacity we believe in more than just building amazing products and helping our customers. Although we are a remote workforce, we remember the neighborhood where we started. We still strive to elevate our community by furthering access to education and careers in the tech space. Our affiliated nonprofit, , brings rigorous computer science courses to underserved communities with little to no access to formal computer science education. There are many opportunities for our Capacity team members to serve and educate our Create A Loop students throughout the year.

EQUAL OPPORTUNITY EMPLOYER

Connecticut Innovations and its portfolio companies are an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We have strict wage minimums, generous benefits, and personal leave policies. Our goal is to provide safe, rewarding, and empowering work environments for all who interact with our company and/or portfolio companies.