Software Engineer, AI Customer Support,… at Nclusion · Palo Alto

About Nclusion

Nclusion is on a mission to provide traditional financial services to 1.5 billion people worldwide without access today. Without a secure way to save, invest, or transfer money, individuals are not empowered to accumulate short or long-term wealth. We're changing that by bridging the gap between traditional banking and the communities that need it most.

About the Role

This role is for an engineer who wants to build AI products that directly help people. The team is focused on customer support: helping users get answers faster, solve problems more easily, and have better experiences across chat, voice, WhatsApp, SMS, and web. It's a strong fit for someone who likes practical AI, product engineering, and solving messy real-world problems with software. The work is hands-on, cross-functional, and highly visible, with room to grow into significant technical ownership.

What You’ll Do

• Build AI-powered support experiences across messaging, voice, and web channels.
• Design and implement systems for retrieval, workflow automation, and agent-assisted support.
• Partner with Product, Operations, Support, and Design to ship reliable, useful software.
• Build internal tools that help support teams work faster and more effectively.
• Improve quality through evaluation, observability, robustness, and safety systems.
• Contribute to adaptive support and personalized response systems that improve over time.
• For more senior candidates, help shape architecture, technical direction, and team quality.

What You Bring to the Table

• Strong experience building production software in modern stacks (TypeScript, React, Node.js; mobile experience is a plus)
• Product mindset: you care deeply about usability, clarity, and real user outcomes
• Experience working across frontend, backend services, APIs, and data models
• Practical AI agentic fluency: You've used Claude Code or Cursor to spin up swarms of AI agents
• Ability to operate in ambiguous problem spaces, prototype rapidly, and iterate based on feedback and data
• Clear communication and ability to work well with Product, Design, and non-engineering partners alike
• Bonus: experience with fintech, payments, financial products, or regulated systems
• Bonus: experience with testing frameworks, CI/CD, or productivity tooling
• Bonus: experience establishing AI-assisted development practices for a team (shared prompt libraries, context file conventions, review workflows)

Preferred Qualifications

• B.S. in Computer Science or related field is a plus.
• 2+ years of professional experience in backend, full-stack, platform, data, infra, or applied ML engineering is a plus.
• Experience with LLMs, speech systems, retrieval, or agent workflows is a plus.
• Familiarity with support systems, operational tooling, or multilingual products is a plus.
• Strong engineering judgment, product sense, and comfort working in ambiguity.
• Excitement for learning quickly, taking ownership, and building technology that helps people.
• If you’re excited by the role, we encourage you to apply even if your background does not match every line above.

Benefits and Perks

• 📈 401k with a match!
• 🩺 Medical Insurance
• 🦷 Dental Insurance
• 👓 Vision Insurance
• 💸 Competitive compensation & equity – We believe in sharing success.
• ✈️ Flexible PTO – We focus on impact, not tracking vacation days. We encourage a minimum of 14 days.
• 🍽️ In-office lunch, team events & culture

In our commitment to fostering a diverse and inclusive workplace, we value the unique perspectives and experiences each individual brings to our team. We encourage all candidates, regardless of background, to apply. Your skills, talents, and potential contributions matter deeply to us, and we believe in creating an environment where everyone has an opportunity to thrive. We recognize that meeting every listed requirement may not always be possible, but we value passion, determination, and a willingness to learn. Your application is an opportunity for us to discover the exceptional qualities you bring.