About Replicant

At Replicant, we believe AI should work for people, starting with customer service. We've 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, processing payments, booking appointments, and authenticating users instantly, 24/7. 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.

The Role

Our customers buy an AI agent that keeps resolving calls, holds up under real call volumes, and stays reliable as their business changes. 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 internal tools to make future investigations faster.

This is a post-launch engineering role, equal parts investigator, fixer, and customer point of contact. You are measured on reliability and resolution, not features shipped. It's a genuinely broad technical mandate spanning AI Agent behavior, Conversation Intelligence, telephony, integrations, and legacy TypeScript SDK bots, built on real production traffic with real autonomy. Your work will be visible to customers and leadership alike.

What You'll Do

• Own bugs, issues, and enhancement requests for bots and products once they're live in production, working escalations frontline Support Engineers can't resolve.
• 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 your workflow.
• 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 issues they can't close alone.
• Build and maintain 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.

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. 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. You're also comfortable maintaining legacy TypeScript code where it's still 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, even to frustrated customers.
• 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.

Benefits for Full-Time Employees

• In-person connection that counts: Company-wide offsites and smaller team gatherings designed to make remote work feel personal.
• Tech & learning stipend: Funding for conferences, books, and courses.
• Remote by design: We’re distributed, trusting you to manage your calendar without guilt about life events.
• 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.
• Equity with upside: You’ll own a real piece of a fast-growing AI company.

Our Values

Replicant has three core values that every team member impacts:

• Blade Runners: We take ownership and pride to influence outcomes. We use tools at our disposal to reach objectives, value open and honest communication, and proactively seek feedback. We are driven to grow 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 goals and develop our company mission. We believe the whole is greater than the sum of its parts.
• Självdistans (Self-Distance): This Swedish term means the ability to critically reflect on oneself and one's relations from an external perspective. We act with objectivity, remembering we are not our work. We trust everyone to point out 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 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, color, 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.