Principal Support Engineer [Remote]

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Principal Support Engineer based in the United States.

The Principal Support Engineer will play a key role in building and scaling intelligent support solutions powered by automation and AI-driven workflows.
This position combines advanced software engineering, platform development, and operational excellence to improve customer support experiences.
You will design, develop, and maintain reliable systems that connect applications, data sources, and agentic workflows.
Working closely with engineering and support leadership, you will help create scalable tools that increase efficiency while maintaining high standards for reliability and security.
The role requires a strong engineering mindset, comfort with AI-assisted development, and the ability to deliver production-ready solutions in a fast-moving environment.
This is an opportunity to shape the future of support technology by building systems that enable smarter, faster, and more effective customer operations.

Accountabilities:

The Principal Support Engineer will be responsible for developing innovative support platforms, improving operational workflows, and ensuring reliable delivery of AI-powered solutions. Key responsibilities include:

• Design, build, and maintain agentic workflows and automation solutions using structured inputs, tool integrations, evaluation frameworks, regression checks, and safe human approval processes.
• Partner with engineering leadership and support teams to identify opportunities, deliver solutions, measure impact, and continuously improve operational efficiency.
• Develop full-stack support tooling, including user interfaces, APIs, background services, integrations, and internal platforms.
• Build and maintain integrations with CRM systems, data warehouses, ticketing platforms, incident management tools, and knowledge systems.
• Create reliable system architectures with strong contracts, retries, idempotency, auditability, and operational safeguards.
• Improve platform reliability, performance, and visibility through monitoring, logging, metrics, tracing, dashboards, and production best practices.
• Implement secure access patterns using least-privilege principles, audit trails, and appropriate human oversight for sensitive workflows.
• Participate in incident response and on-call rotations for owned systems.
• Establish evaluation and observability frameworks to measure the quality, safety, and effectiveness of AI-powered workflows.
• Contribute to engineering standards, documentation, technical reviews, and continuous improvement initiatives.
• Support the evolution of automated support capabilities from early prototypes to production-scale systems.

Requirements:

The ideal candidate is an experienced software engineer with strong backend and full-stack expertise, a passion for AI-enabled development, and a proven ability to deliver reliable production systems. Required qualifications include:

• 6+ years of experience building production web applications, backend services, internal platforms, or distributed systems.
• Strong software engineering skills with TypeScript/React and Go, or equivalent experience with modern production programming languages.
• Experience using AI-assisted development tools such as Cursor, Codex, Claude, or similar technologies while maintaining high standards for code quality, testing, and production readiness.
• Hands-on experience building reliable software throughout the full development lifecycle, including design, implementation, debugging, documentation, testing, and code review.
• Experience with LLM application patterns such as tool calling, structured outputs, retrieval systems, evaluation frameworks, or agent orchestration.
• Experience developing integrations using REST APIs, webhooks, queues, data platforms, and workflow automation systems.
• Strong understanding of production operations, including observability practices, monitoring, incident response, and system reliability.
• Excellent written and verbal communication skills, with the ability to collaborate effectively in a remote environment.
• Ability to work independently, manage complex technical challenges, and contribute to strategic engineering decisions.

Preferred qualifications:

• Experience with agent orchestration platforms, AI evaluation frameworks, tracing tools, or MCP-style tool servers.
• Familiarity with CRM, billing, subscription, customer operations, or incident management systems.
• Experience with Kubernetes, cloud infrastructure, CI/CD pipelines, and internal developer platforms.
• Background supporting customer-facing technical systems or operational tooling.

Benefits:

• Fully remote work environment with flexibility to structure your schedule around your life.
• Competitive compensation package with equity opportunities.
• Home office setup support to create a comfortable remote workspace.
• Technology stipend equivalent to $100 USD net per month.
• Quarterly wellness days and an end-of-year wellness break.
• 16 weeks of paid parental leave after six months of employment.
• Paid time off policy designed to encourage work-life balance.
• Training and development stipend for conferences, courses, and professional learning.
• Medical benefits, retirement plans, and holidays based on location.
• Opportunity to work on cutting-edge AI, automation, and developer technology initiatives.
• Remote-first culture with opportunities to collaborate globally.

How Jobgether works:

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

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We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.