About this role.
This is a mid-level Software Engineer role embedded within Close's Support organization, focused on building AI-enabled tools and systems that improve support operations. The engineer will own projects from identifying painful workflows through delivery, partnering directly with Support Reps and Support Engineers rather than working through a traditional product-management layer. Core technical needs include production-quality development in Python, Rust, Go, or TypeScript/JavaScript, plus semantic search and RAG experience. The role also emphasizes pragmatic automation, reliable integrations with systems such as Stripe and Twilio, and strong written communication in an async-first remote environment. Candidates must be located in U.S. time zones.
Role DNA
A quick view of the complexity, pace, ownership and collaboration implied by the job description.
Job Complexity
4/5Pace & Pressure
4/5Autonomy Level
5/5Communication Load
5/5Salary analysis
Estimated compensation compared with the broader US market for similar roles.
Core skills
Skills and capabilities most closely associated with this opportunity.
Sample interview questions
I started by mapping the workflow, measuring volume, repeatability, risk, and the cost of errors. I automated high-volume, rules-based steps with clear success criteria, while retaining human review for edge cases or decisions with meaningful customer impact. I monitored outcomes after launch and adjusted thresholds based on real support-team feedback.
I would first curate and permission the source content, then build retrieval around high-quality chunks, metadata filters, and relevance evaluation. The drafting layer would cite retrieved sources, apply product and tone guardrails, and make clear that the rep remains accountable for final review. I would evaluate retrieval accuracy, factual grounding, response acceptance rate, and escalation or correction patterns.
I began by interviewing the people closest to the work and reviewing examples of failure or delay. I defined a narrow first version, agreed on success metrics, and delivered an incremental solution that users could test quickly. After observing usage, I incorporated feedback, hardened reliability, and documented the workflow for long-term ownership.
I design for idempotency, retries with backoff, observability, and safe handling of partial failures. Webhook events are validated, persisted where appropriate, and processed in a way that supports replay and auditability. I also establish alerts around error rates and latency, and provide operational runbooks for common failure modes.
I write concise proposals that state the problem, constraints, options, recommendation, risks, and measurable success criteria. I use diagrams or examples when they reduce ambiguity, invite feedback early from affected stakeholders, and record final decisions where the team can find them later. In pull requests, I explain both what changed and why, including any operational implications.
About Us
Since 2013, we’ve been building a CRM that gets out of your way and helps your team sell more, faster. Now we’re building AI into every part of it, so Close does the busywork and your team does the selling. No manual data entry, no 10-click workflows. Just communication-first, AI-powered sales software designed to help you succeed and scale.
We’re bootstrapped and profitable which means we answer to our customers and play by our rules. We’re proud of our 120-person, 100% remote team, focused on building Close so that no small, scaling business fails because it can’t figure out sales.
About the Role
We’re hiring a Software Engineer to build the tools and AI Systems that our Support team runs on. Support is one of the things our customers love most about Close, and as ticket volume grows and AI rewrites what good support looks like, we’re adding another embedded engineer inside the Support function to continue building the systems that make our team great and keep our customers happy.
AI runs through everything we’re building here. This person will be tasked with deciding what parts of the support workflow to automate and what to leave alone, then shipping those decisions. You’ll work directly with the Support team and our other Support Engineers, so you know what’s most valuable to build and have close technical collaborators.
You’ll report to our Director of Support.
You Are
A Software Engineer who builds for the person sitting next to you. You have 3+ years of Software Engineering experience and can write clean, production-quality code. You’re drawn to problems where you can watch a Support Rep get faster and more effective within a few days of shipping. You’re excited by the idea of a tight, collaborative feedback loop.
Backed by a degree or experiences in the sciences. You have a degree or rigorous experience in Computer Science, Mathematics, Physics, Electrical or Mechanical Engineering. This shows up in how you reason through systems and approach problems.
Technically deep. You’re fluent in Python, Rust, Go, or Typescript/Javascript. You have built information retrieval systems using semantic search / RAG.
A systems thinker. When you see a manual process, you have an unignorable itch to fix it. You think about upstream and downstream consequences before you commit.
AI-fluent, not AI-dependent. You use Claude, Codex, Pi, or whatever makes you faster. You also understand what the code is doing, can debug it when it breaks, and know when to set the tools down and think from first principles.
A clear, async communicator. You write well. Your technical specs are readable, your PRs are well-documented, and your Slack messages don’t create more questions than they answer. You thrive in a fully remote, async-first environment.
Comfortable with autonomy. You scope your own work, manage your own priorities, and don’t need heavy oversight to ship. You’re pragmatic over theoretical and have a strong bias toward action.
Located in US time zones. (ET, CT, MT, or PT)
You Will
Build internal tools that scale Support. Design and ship the systems that Support Engineers and Support Reps rely on daily — AI drafting tools, autonomous reply systems, workflow automation, reporting dashboards, and anything else that removes friction from the support operation.
Own projects end to end. You’re the engineer who takes “this part of the workflow is painful” to “this part of the workflow doesn’t exist anymore.” No PM intermediary, no thrown-over-the-wall requirements. You work closely with the Support team to understand what to build, then you build it.
Ship customer-facing tools when they take work off the queue. You’ll build self-service migration scripts and diagnostic tools customers can run themselves instead of opening a ticket.
Collaborate closely with Support. Reps and Engineers are your primary users and your best source of requirements. You’re embedded enough that you see what’s actually broken before anyone files a ticket.
Improve the systems underneath the work. Better abstractions, more reliable integrations across Close, Stripe, Twilio, and the rest of the stack. What you build today becomes infrastructure the team builds on tomorrow.
Experiment and ship. The team has real latitude to try new approaches. If there’s a better way to do something, you’re encouraged to prototype it, measure it, and ship it!
Benefits
Compensation: Competitive pay plus an organization-wide goal-based bonus
Paid Time Off: ~5 weeks of PTO to start. Plus a 1-week all-company Winter Holiday Break and paid US holidays. You’ll earn 2 extra days for every year you’re with Close.
Parental Leave: Paid leave for primary and secondary caregivers
Sabbatical: A 1-month paid sabbatical every 5 years with the team
Healthcare (US residents): Two medical plans with Close covering 99% of your premium, plus Dental, Vision, HSA, FSA, and company-paid Long-Term Disability
401k (US residents): We match your contributions up to 6%, vested immediately
Our Values
Build a house you want to live in – Examine long-term thinking and action
No BS – Practice transparency and honesty, especially when it’s hard
Invest in each other – Build successful relationships with your coworkers and customers
Discipline equals freedom – Keep your word to yourself and others
Strive for greatness – Constantly challenge yourself and others
Learn More
Listen to our CEO and Founder, Steli Efti, tell the story of Close’s journey in the $0-30m Blueprint.
Watch our culture video from our 2023 team retreat in Milan. Every year our entire team gathers in person to build connection, foster cross-functional collaboration, and have fun. In 2027, we’re headed to Dusseldorf, Germany!
Explore our product. Check out a demo!
Our Hiring Process
We ask a few role-specific questions as part of our application process. These questions are designed to help us learn more about you from the start, so please answer each one thoughtfully. We see this as an opportunity to get to know you beyond your resume.
We use AI tools daily at Close and expect candidates to do the same. In evaluating your application, we aim to get a sense for you – the way you think, how you communicate, the work you’ve done. Applications that read as fully AI-generated will not be considered.
Regardless of fit, you can expect to hear back from our team with an update on the status of your candidacy.
If you progress to the interview process, you’ll receive a full outline of the role-specific steps in your first touchpoint with us. We do our best to make the hiring process clear and human.
Annual salary information is not provided for this position. Explore salary ranges for similar roles in our Salary Directory ›
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