Staff Software Engineer, Insights

Decagon•San Francisco, CA

15d•$300,000 - $375,000•Onsite

About The Position

Decagon is the leading conversational AI platform empowering every brand to deliver concierge customer experience. Our AI agents provide intelligent, human-like responses across chat, email, and voice, resolving millions of customer inquiries across every language and at any time. Since coming out of stealth, Decagon has experienced rapid growth. We partner with industry leaders like Hertz, Eventbrite, Duolingo, Oura, Bilt, Curology, and Samsara to redefine customer experience at scale. We've raised over $200M from Bain Capital Ventures, Accel, a16z, BOND Capital, A, Elad Gil, and notable angels such as the founders of Box, Airtable, Rippling, Okta, Lattice, and Klaviyo. We’re an in-office company, driven by a shared commitment to excellence and velocity. Our values— customers are everything , relentless momentum , winner’s mindset , and stronger together —shape how we work and grow as a team. About the Team The Insights team builds the product surfaces that help companies understand the conversations their AI agents have with customers. We create tools that uncover customer intents, highlight gaps in agent behavior, analyze voice of customer patterns, and guide teams toward writing better AOPs and improving overall agent quality. The team owns products like Insights, Watchtower, Suggestions, and AskAI. We focus on clear explanations, intuitive visualizations, and workflows that allow users to understand and act on information quickly. This product area has a significant opportunity to shape how customers learn from their data and improve their agents. About the Role As a Staff Software Engineer on the Insights team, you will play a foundational role in building a new product area from the ground up. You will define technical direction, establish engineering practices, and drive multi-quarter initiatives that shape how customers understand performance, discover new intents, and iterate on AOPs. This role is ideal for engineers who excel in ambiguous environments and enjoy taking ideas from concept to shipped product. You will work closely with design and PM to validate assumptions, prototype quickly, and learn directly from customer feedback. You will help build the team’s culture and set a high standard for product quality.

Requirements

8+ years of engineering experience with meaningful technical leadership
A strong track record of building 0 to 1 products or teams
Ability to turn ambiguous product ideas into clear technical plans and shipped features
Proficiency in Typescript or Python and comfort working across the stack
Strong product intuition and experience building user-facing features with clear, actionable insights
Experience collaborating with Product, Design, and Data Science to iterate quickly and validate ideas
Experience designing efficient and scalable data models across relational and analytical databases

Nice To Haves

Experience building analytics products, conversation intelligence tools, or insight generation features
Experience working with agent-driven or LLM-powered systems
Experience influencing engineering culture and practices across teams
Deep technical expertise in building high availability systems, streaming pipelines, and data infrastructure

Responsibilities

Lead the architecture and technical direction for a new insights platform used by CX and product teams
Build the foundational product experiences that help users understand customer intents, agent behavior, and voice of customer patterns
Define workflows and visualizations that guide customers toward writing better AOPs and improving agent quality
Drive fast iteration by testing ideas quickly, gathering feedback, and refining product direction based on real usage
Mentor engineers, establish engineering norms, and help grow a high-performing new team
Partner with PM, Design, and Agent Engineering to shape the long-term roadmap for insights at Decagon