8 hours ago
Base Salary
$189k - $315k/yr
Responsibilities
- Own major technical initiatives for Agent Assist from problem discovery through production rollout.
- Build AI-powered workflows that improve Support representatives’ speed, accuracy, and context when answering customer questions.
- Partner with Support, Support Operations, Product, AI Infrastructure, and Engineering to identify pain points and develop product and platform opportunities.
- Observe support workflows, form hypotheses, ship improvements, measure outcomes, and iterate regularly.
- Convert recurring support questions, failure modes, and workarounds into upstream product and platform fixes.
- Design reliable, observable, and controllable AI assistance systems for high-stakes customer support workflows.
- Build reusable patterns for context, retrieval, tool use, skills, harnesses, and evaluation that can scale across Rippling AI.
- Lead technical direction for a small group of engineers through architecture, execution planning, code review, and implementation guidance.
- Write production code, debug issues, review critical paths, and make implementation-level tradeoffs.
- Mentor senior individual contributors and improve engineering practices for AI-native product development.
Requirements
- 8+ years of software engineering experience with a strong track record of Staff-level technical leadership and organization-wide impact.
- Experience leading complex, multi-engineer or cross-functional initiatives through influence rather than direct ownership.
- Strong systems thinking and ability to connect operational symptoms to product, platform, or workflow changes.
- Practical AI/LLM fluency, including context windows, retrieval, tool use, skills, harnesses, evaluations, and reliability tradeoffs.
- Strong product judgment and customer empathy, particularly for improving operator, customer, or internal-team experiences.
- Comfort working in ambiguous, fast-moving environments with evolving technology, product, and user needs.
- Clear and precise communication with technical and non-technical stakeholders.
- Ability to lead senior engineers, align cross-functional teams, and make progress without clearly defined ownership boundaries.
Benefits
- Benefits and equity are provided in addition to salary.
- Office-based employees who live within a defined radius of a Rippling office are currently expected to work in the office at least three days per week.
- Rippling provides reasonable accommodations for candidates with disabilities during the hiring process.
Categories
About Rippling
Rippling builds a unified workforce management platform that combines HR, payroll, IT, and finance software for businesses on a single system. Its SaaS suite covers onboarding, payroll, time tracking, benefits, device and identity management, spend/expenses, and accounting integrations with ERPs like NetSuite, QuickBooks, Microsoft Dynamics 365, and Oracle. Founded in 2016 and headquartered in San Francisco, Rippling is privately held and serves companies from startups to large enterprises.