Software Engineer, Platform Experience

About the role

MEET SIENA

Siena is the Agent of Record for CX, built for consumer brands like Spanx, FIGS, Brooklinen, and Grüns.

It runs as a connected multi-agent stack on top of a shared intelligence layer: agents that sell, support, listen, handle social and voice across the entire customer journey, turning every conversation into signal you can act on.

THE TEAM

We are a small, fully distributed, global team. We have built leverage into how we work, which is what lets a team this size move at the speed we do.

We hire athletes. Everyone here owns real outcomes, defaults to writing over meetings, communicates with directness, and acts the moment they see something worth acting on. Low ego, high standards, fast clock.

If you want to set the bar rather than follow one, keep reading.

THE ROLE

You take the hardest problems customers hit in production and solve them end to end: a webhook that stopped firing, an agent filling the wrong parameter, a report that won't reconcile. You find the real cause, work the customer to resolution, then build the automation so it doesn't come back. This is the front door to deployment and platform work at Siena, with a clear path into Forward Deployed Engineering or deeper platform work.

WHAT YOU'LL DO

- Own hard problems end to end: trace, reproduce, fix, or hand engineering a clean reproduction. Get on the call when that's the fastest path

- Debug the agents and the prompts. Diagnose whether a misfire is prompt, knowledge base, config, or model, then fix it so it holds under real traffic

- Build so it doesn't happen twice. For every fix, ship the runbook or tool that stops it recurring

- Close the loop to Product. Surface patterns, not one-offs, backed by metrics

- Raise the team's floor. Lift what the whole team can resolve, not just what you can

- Know where your scope ends. Escalate genuine product bugs and outages with a clean reproduction, not a shrug

- Within 90 days, name the top recurring failure patterns and attack them at the root, not just patch symptoms

WHO YOU ARE

The Bar: If you're missing any of these, this isn't the role for you.

- You solve problems end to end. Given a customer, some logs, and a vague symptom, you find the break and can tell a customer-side cause from a product bug

- You're fluent with AI agents and prompts. You've built or debugged LLM workflows and know how they break: prompts, knowledge bases, retrieval, the gap between test and live

- You're excited to build automation, not just fix what's in front of you. You think in leverage. This is the signal that matters most

Strong Signal: Not dealbreakers, but what separates a good hire from a great one.

- You like talking to customers. You'll get on a call and resolve the real problem live, not just the reported one

- Comfortable in our core stack (Node.js, TypeScript, React, Express) or close enough to ramp fast