Software Engineer - Support (USA Only - 100% Remote)

About UsSince 2013, we've been building a CRM that gets out of the way and helps teams sell more, faster. No manual data entry, just communication-first sales software designed to help SMBs succeed and scale. We're bootstrapped and profitable - that means we answer to our customers and play by our rules. We're proud of our ~100 person, 100% remote team focused on building Close so that no small, scaling business fails because it can't figure out sales. About the RoleWe'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 AreA 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, ChatGPT, 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 WillBuild 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 BenefitsCompetitive compensation including an organization-wide goal-based bonus Paid Time Off: 5 Weeks PTO upon joining + Winter Holiday Break. Each year with the company, you'll receive 2 extra PTO days. Paid Parental Leave for primary and secondary caregivers Sabbatical: After 5 years with the team, you're eligible for a 1 month paid sabbatical Healthcare (US residents): Medical, Dental, Vision with HSA option (US residents), Dependent care FSA (US residents) 401k (US residents): We match 6% contributions with immediate vesting Our ValuesBuild 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 - Bui