Software Engineer (Full Stack, Support)

Overview

At Sybill.ai, we are building a 10x better way to do B2B sales via an end-to-end, AI-first GTM stack that unlocks unprecedented levels of automation for the sales reps. The existing GTM stack only gives reps a better UX to do their admin tasks. With Sybill, reps will not need to do them at all. All they will need to do is take customer calls and supervise the AI, enabling them to be super-sellers.

Our founding team from Stanford, Harvard and IITs has built a sales-specific, proprietary AI to extract highly accurate deal attributes, which unlocks these workflows. This AI-first GTM stack will disrupt both today’s pigeonholed tools (Gong, Highspot, Scratchpad, Clari, Outreach) and remove the need for extensive middle management in GTM orgs.

With Sybill’s conversational AI workflows, reps are seeing a remarkable behavior switch in their day-to-day and they just can’t stop using the product (gross retention - 99%+). They are vocal about their love for Sybill on LinkedIn, enabling us to grow 20x to $1.2M in ARR last year.

Role and Responsibilities

At Sybill, we believe that exceptional customer support is one of the central pillars of our success, and we are looking for a Full-Stack Engineer (based out of LatAm or Europe) who shares this belief. This unique role blends software engineering with customer interactions to build critical parts of our products with highest feedback velocity from our users. Hence, we are looking for full-stack engineers who are passionate about interfacing with users. They should also have a strong software engineering background, including Python(FastAPI), JavaScript (including frameworks such as React, Electron, etc.) and various NoSQL databases (such as MongoDB), familiarity with ML and AI, and experience working with AWS. The ideal candidate will also have communication and customer service skills, empathy, and ethical decision-making. Basically, you will wear two hats most of the time:

• The Detective Hat: You will deeply investigate issues or incidents and once the investigation is complete, it will be time for action and resolution by fixing the bug or creating effective scripts to solve the issue in an effective way. You will also be communicating with our users (Intercom) in a timely and responsible manner.
• The Engineering Hat: Create automation scripts or API to improve our customer support infrastructure and help us uphold our customer obsession while reducing the support workload from our team. You will have freedom to use your creativity and use AI and automation to improve our customer’s experience.

Responsibilities

• Technical Support: Provide in-depth technical assistance to users, troubleshooting and resolving complex issues related to our product.
• Python Development: Write and maintain scripts to automate specific tasks and handle unique customer cases efficiently.
• Bug Investigation and Resolution: Investigate reported bugs and incidents, identify root causes, and implement solutions to ensure timely resolution.
• User Interaction: Communicate effectively with users to understand their needs, provide solutions, and ensure their success with our product.
• Collaboration: Work closely with product, design, and engineering teams to improve our product based on customer feedback and reported issues.
• Documentation: Document customer interactions, feedback, and technical issues systematically, contributing to our knowledge base and product documentation.
• US/Pacific Time zone Support: Given that a majority of our users are US-based, you'll need to be available for at least 6 hours between 9 am PT to 5 pm PST.

Minimum Required Skills and Qualifications

• Experience: 4+ years of experience as a software engineer or similar. Full-stack or backend experience is a must-have. Experience in early-stage startups is a plus.
• Technical Expertise: Demonstrate strong full-stack development skills, including proficiency in Python, Shell Scripting, experience with AWS (common services), and NoSQL databases such as MongoDB. Familiarity with AI and ML is nice to have.
• Education: Bachelor’s degree in Computer Science or a related field, or equivalent experience.
• Key skills: You are the perfect fit, if you are:
• Customer-Focused: Show a genuine passion for helping users succeed and an ability to empathize with their challenges.
• Collaborative: Work well with cross-functional teams to achieve common goals and drive product improvements.
• Communicator: Possess excellent written and verbal communication skills in English to interact effectively with users and internal teams.
• Adaptable: Thrive in a fast-paced, early-stage startup environment, showing resilience and flexibility in the face of challenges.