Staff Software Engineer (Ruby/AI)

TL;DR

Staff Software Engineer (Ruby/AI): Driving architecture and delivery of AI-powered features for AI Copilot, a multi-million ARR product for customer service agents, with an accent on integrating ML capabilities into production systems. Focus on designing complex cross-cutting systems, optimizing performance and scalability, and leading technical initiatives across teams.

Hybrid: Lisbon, Portugal (must attend local office for part of the week)

Company

Customer experience software company powering billions of conversations worldwide, founded by Danish entrepreneurs.

What you will do

• Provide technical leadership across teams, setting architectural direction and engineering standards.
• Collaborate with ML scientists and engineers to productionize ML-powered product features.
• Design and own complex cross-cutting systems from proposal to iteration based on usage.
• Drive high-impact initiatives in performance, scalability, cost optimization, and developer productivity.
• Shape technical roadmap with product, design, and engineering leadership.
• Mentor engineers via code/design reviews, pairing, and standards.
• Bridge product engineering and ML/science for pragmatic feature delivery.

Requirements

• 10+ years building/scaling large-scale internet-facing applications, leading technical direction across teams
• Fluent in Ruby; Python proficiency a plus
• Strong distributed systems, RESTful APIs, event-driven (Kafka), AWS
• Deep container deployments (Docker, Kubernetes), CI/CD
• Lead cross-team initiatives from conception to delivery
• Comfort with ML workflows, model serving, LLM integration for reliable products
• Strong SQL, data pipelines, query performance, analytics
• Navigate ambiguity, trade-offs; mentor and raise technical bar

Nice to have

• Snowflake, dbt for data transformations
• LLM integration: prompt engineering, evaluation, monitoring, multi-provider
• ML pipeline tooling (Metaflow), ML frameworks
• Iterative development: A/B testing, feature flags
• AI/ML products with embedded ML experiences

Culture & Benefits

• Hybrid model with onsite collaboration and remote flexibility (team-determined schedule).
• Fun, positive, down-to-earth culture focused on shipping to learn and customer feedback.
• Global offices for connection, learning, and events.
• Equal opportunity employer committed to diversity, equity, inclusion.
• Reasonable accommodations for disabilities.