Senior Platform Software Engineer

Oracle•Nashville, TN

1d•$92,500 - $209,500

About The Position

AI for Support enables customers to resolve issues through self-service and equips support engineers with timely insights that reduce manual effort and cognitive load, accelerating issue resolution. Developers on the AI for Support team leverage Generative AI agents within chat and support ticketing. In this role, you will: Design, develop, and enhance backend services and customer-facing features for next generation customer support chat platform. Builds scalable solutions for chat, ticketing, and live-agent workflows, with integrations to enterprise reporting, forecasting, and data platforms. Develop APIs, data models, and service integrations that support AI-assisted experiences such as knowledge retrieval, response suggestions, conversation summarization, and routing to the right support resource. Helps ensure these capabilities are reliable, secure, measurable, and useful to customers and support teams. Own defined platform components and API contracts. Participates in technical design, code reviews, testing, and troubleshooting to improve service quality and performance. Uses customer feedback, incidents, and telemetry to guide improvements. Collaborate with engineers, product managers, and stakeholders to translate requirements into practical solutions. Follows secure coding practices and supports CI/CD, observability, maintenance, upgrades, and vulnerability remediation to keep services production ready.

Requirements

Design, develop, and enhance backend services and customer-facing features for next generation customer support chat platform.
Builds scalable solutions for chat, ticketing, and live-agent workflows, with integrations to enterprise reporting, forecasting, and data platforms.
Develop APIs, data models, and service integrations that support AI-assisted experiences such as knowledge retrieval, response suggestions, conversation summarization, and routing to the right support resource.
Ensure these capabilities are reliable, secure, measurable, and useful to customers and support teams.
Own defined platform components and API contracts.
Participates in technical design, code reviews, testing, and troubleshooting to improve service quality and performance.
Uses customer feedback, incidents, and telemetry to guide improvements.
Collaborate with engineers, product managers, and stakeholders to translate requirements into practical solutions.
Follows secure coding practices and supports CI/CD, observability, maintenance, upgrades, and vulnerability remediation to keep services production ready.

Responsibilities

Own a bounded platform component (service module, SDK area) and evolve its contracts for multi-tenant use.
Perform deep debugging across a limited-service graph; drive compatibility-safe remediation plans.
Implement targeted resilience/capacity patterns and document adoption guidance for team consumers.
Designs software solutions and analyzes and helps identify requirements to achieve business and operational goals, independently.
Adheres to and suggests improvements to all phases of the software development lifecycle.
Utilizes working knowledge to develop new software features and enhancements following design specifications and develops documents to clarify software design and code.
Leads code reviews in designated areas to help drive improvements.
Conducts debugging and troubleshooting to identify and fix moderately complex software issues. Develops fixes for identified issues.
Implements software testing (e.g., functional and non-functional testing), quality assurance processes, software error logging, monitoring, and observability for effective debugging, ensuring review by manager and/or lead throughout the process.
Exercises judgment and discretion to conduct performance profiling and optimization of coding.
Troubleshoots and resolves moderately complex issues related to application programming interface (API) functionality and integration.
Implements moderately complex API versioning, lifecycle, and interoperability strategies.
Designs and develops software, systems, and services aligned to pre-defined system architecture.
Develops working knowledge of software architecture decisions and best practices.
Collaborates with team leads to review work to ensure alignment with software architecture.
Implements moderately complex performance optimization and scalability strategies in software design.
Collaborates within and beyond immediate team to understand customer issues and align solutions.
May provide technical guidance and support to customers regarding customer-reported issues, independently.
Coaches, mentors, and guides others to advocate for customers' interests and suggests product enhancements based on feedback.
Influences team to ensure customer satisfaction through timely resolution of issues and effective communication.
Implements customer issue and/or defect handling and training processes, independently.
Investigates and troubleshoots complex product maintenance issues to ensure customer agreement on short- and long-term solutions (e.g., future enhancements).
Collaborates with the team to establish and follow development practices and coding standards.
Exercises judgment and discretion to ensure code quality and adherence to broad acceptance criteria during development.
Keeps up to date with industry best practices and applies them to software development processes.
Implements secure coding practices to prevent security vulnerabilities.
Performs periodic maintenance and testing operations for systems that require upgrading or patching (e.g., for critical vulnerabilities).
Exercises judgment and discretion to drive improvements, ensure automation, testing, and debugging of systems to ensure service/product availability, health, support, and reliability.
Independently manages work, monitoring timelines and deliverables to ensure projects or initiatives stay on track and meet requirements. Proactively prioritizes work and adapts to resource or timeline shifts, suggesting adjustments to maintain project efficiency.
Collaborates across teams to align on expectations and achieve shared objectives. Builds and maintains a comprehensive understanding of business, stakeholder, and/or customer needs to build and support effective partnerships. Actively listens to diverse perspectives and asks questions to ensure understanding of others.
Independently identifies and addresses standard and non-standard issues in accordance with standard practices, escalating more complex issues as appropriate. Analyzes data and/or information from multiple sources to troubleshoot standard and non-standard errors. Contributes to knowledge sharing and best practices.
Embraces continuous learning by actively seeking to build knowledge and new skills and/or tools and staying current with industry trends and best practices. Seeks out and leverages feedback and training to improve skills. Contributes to a culture of continuous learning and knowledge sharing with team members.
Develops ideas and recommends updates to increase the efficiency and effectiveness of processes, protocols, and workflows within a team. Seeks input from team members on alternative approaches and methods for improving work.

Benefits

Medical, dental, and vision insurance, including expert medical opinion
Short term disability and long term disability
Life insurance and AD&D
Supplemental life insurance (Employee/Spouse/Child)
Health care and dependent care Flexible Spending Accounts
Pre-tax commuter and parking benefits
401(k) Savings and Investment Plan with company match
Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.
11 paid holidays
72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.
Paid parental leave
Adoption assistance
Employee Stock Purchase Plan
Financial planning and group legal
Voluntary benefits including auto, homeowner and pet insurance