The Staff Software Engineer will design and implement backend systems, lead architecture decisions, mentor other engineers, and ensure systems are reliable and scalable, focusing on AI integration.
The Role
As a Backend Software Engineer in the Support Team at Outreach, you will have the opportunity to leverage AI and cutting-edge technologies to empower Outreach’s Technical Support Engineers (TSEs) to deliver excellent customer service at scale.
This is a senior individual contributor role responsible for technical leadership, system design, and execution of core backend capabilities for an AI-powered support troubleshooting platform. This includes implementing AI tools that improve TSE efficiency, automate workflows, and integrate disparate tools into a unified interface. This role works very closely with the Engineering Manager, helping shape technical direction, guiding implementation, and ensuring the platform scales reliably while delivering continuous value. The L3 Software Engineer sets the technical bar, owns complex systems, and acts as a force multiplier for the team.
About the Team
The Outreach Technical Support team is a crucial resource that helps customers realize the full potential of the Outreach platform. The team is comprised of deeply technical, customer-obsessed support professionals that answer questions, address challenges and advocate for solutions that improve the Outreach customer experience
Basic Qualifications:
- Partner closely with the Engineering Manager to shape backend architecture and technical strategy.
- Design and evolve scalable, cloud-native backend systems in Python.
- Own the technical design and implementation of critical backend domains.
- Drive architecture decisions that balance scalability, performance, cost, and delivery speed.
- Lead the design and implementation of GenAI pipelines, including: data ingestion and normalization, embedding generation, semantic search and retrieval, retrieval-augmented generation (RAG)
- Ensure GenAI systems are reliable, explainable, and continuously improving.
- Help define evaluation and feedback mechanisms for AI outputs.
- Set and uphold backend engineering standards.
- Lead high-quality code reviews, focusing on: correctness, maintainability, performance, security and data handling
- Mentor senior and mid-level engineers through technical guidance and reviews.
- Identify and proactively reduce technical debt.
- Ensure backend systems are observable and production-ready, including metrics, logging, and alerts.
- Lead efforts to improve reliability, scalability, and performance.
- Design systems with cost awareness, especially for GenAI workloads.
- Work with product design and engineers (PDE) partners, and support team stakeholders to deeply understand user workflows.
- Own backend services in production, including incident response and post-incident improvements.
- Document architecture, APIs, and key design decisions.
- Influence engineering practices beyond immediate team boundaries when needed.
Our Vision of You:
- 8–10+ years of backend software engineering experience.
- Deep expertise in Python for building production backend systems.
- Proven experience designing and scaling distributed systems.
- Strong system design skills, including: service decomposition, data modeling, high-availability architectures
- Experience operating large-scale, production systems in the cloud.
- Strong track record of technical leadership without direct authority.
- Extensive experience conducting code reviews and mentoring engineers.
- Ability to translate ambiguous problems into clear technical direction
- Hands-on experience with GenAI / LLM-based platforms.
- Experience with vector databases or semantic search systems.
- Experience building internal platforms or high-leverage infrastructure
Top Skills
AI
Cloud-Native Systems
Python
Similar Jobs
Consumer Web • HR Tech
As an Applied AI Engineer, you will design intelligent systems, develop chat-based UIs, and work on AI workflows using LLMs and orchestration tools.
Top Skills:
APIsLangchainLlm ApisOpenaiPythonSQLTransformers
Artificial Intelligence • Fintech • Hardware • Information Technology • Sales • Software • Transportation
The Salesforce Developer will design, develop, and maintain Salesforce applications, ensuring scalability and adherence to best practices while collaborating with various teams.
Top Skills:
ApexBulk ApiGearsetGitJavaScriptLwcRest ApiSalesforceSalesforce Soap ApiSfdxSOQLSoslVisualforce
Artificial Intelligence • Hardware • Information Technology • Security • Software • Cybersecurity • Big Data Analytics
Lead and implement ServiceNow configuration and development (ITSM, CSM, custom apps, Workspaces, Now Assist). Build catalog items, workflows, SLAs, reports, dashboards, security controls, and integrations via Integration Hub. Participate in design workshops, testing, deployments, troubleshoot platform issues, document solutions, and coach junior developers.
Top Skills:
Advanced Work AssignmentAjaxAngularBootstrapCsmCSSDomain SeparationHTMLIntegration HubItsmJavaScriptNow AssistServicenowServicenow ReportingSpokesWorkspaces
What you need to know about the Delhi Tech Scene
Delhi, India's capital city, is a place where tradition and progress co-exist. While Old Delhi is known for its rich history and bustling markets, New Delhi is defined by its modern architecture. It's clear the region places a strong emphasis on preserving its cultural heritage while embracing technological advancements, particularly in artificial intelligence, which plays a central role in shaping the city's tech landscape, fueled by investments in research and development.
