Job Overview
Location
Argentina
Job Type
Full-time
Category
Software Engineering
Date Posted
June 21, 2026
Full Job Description
đź“‹ Description
- • Own end-to-end resolution of complex, high-impact customer issues in production, including tracing root causes across APIs, customer-side JavaScript, agent behavior, and data pipelines.
- • Diagnose and fix misfiring AI agents by determining whether failures stem from prompts, knowledge bases, intent classification, retrieval systems, or model behavior—without relying on black boxes.
- • Engage directly with customers via calls and messaging to uncover the real problem behind reported symptoms, resolving issues live and translating insights into product improvements.
- • Build automation and systems to prevent recurring issues from reoccurring, ensuring each fix leads to a permanent solution such as runbooks, internal tools, or product-level changes.
- • Translate customer-reported problems into structured, metrics-backed feedback for the Product team, surfacing patterns rather than isolated incidents to drive measurable product robustness.
- • Debug and resolve issues across the core tech stack: Node.js, TypeScript, React, Express, PostgreSQL, and distributed systems handling real-time customer interactions.
- • Use AI coding tools (e.g., Claude Code) to accelerate diagnostics, script queries, clean datasets, and navigate unfamiliar codebases efficiently, prioritizing judgment over syntax recall.
- • Trace customer-side JavaScript in-browser, write diagnostic SQL queries, and navigate backend services independently without waiting on others for context or access.
- • Identify and escalate genuine product bugs, infrastructure outages, or systemic issues with clean reproductions and clear evidence, avoiding vague reports or assumptions.
- • Elevate team capability by documenting solutions, creating tools, and conducting walkthroughs that enable others to resolve similar issues without your direct involvement.
- • Continuously improve the platform by killing root causes of recurring failures, not just patching symptoms—measuring success by reduction in issue volume over time.
- • Operate with autonomy in a fully distributed, async-first environment, defaulting to writing over meetings and acting immediately on problems you identify.
- • Leverage observability tooling (Grafana, Honeycomb, Sentry) to monitor system health and detect anomalies before they escalate into customer-impacting events.
- • Build internal tools that convert manual, repetitive workflows into automated, scalable systems, reducing operational overhead across the team.
- • Maintain deep fluency in AI agent workflows: understand how prompts degrade under real-world traffic, how retrieval fails with noisy inputs, and how context windows impact agent reliability.
- • Work across e-commerce and DTC customer environments, understanding how consumer brands manage multi-tool stacks and where Siena collapses complexity into a single agent.
🎯 Requirements
- • Solve problems end to end, from diagnosis to permanent fix, without deferring responsibility or blaming external systems.
- • Fluent in Node.js, TypeScript, React, Express, PostgreSQL, and browser-side JavaScript debugging.
- • Experienced in building, debugging, and optimizing LLM workflows including prompts, knowledge bases, retrieval systems, and intent classification.
🏖️ Benefits
- • Real ownership of problems with autonomy to solve them your way, without micromanagement.
- • Salary plus equity or stock grants to own a piece of the company you help build.
- • Learning budget for tools, courses, and conferences to support continuous growth.
- • Premium AI tool subscriptions (ChatGPT, Claude, Perplexity Pro, Cursor, Lovable) and quarterly budget for new AI tools.
- • Fully distributed, async-first team culture with low bureaucracy and high trust.
- • Access to demo days, Slack knowledge-sharing threads, and peer-driven AI workflow learning.
Skills & Technologies
See exactly how your profile matches this role — strengths, skill gaps, and what to do about them.
About Siena AI.
Siena AI is a customer experience (CX) platform designed for e-commerce brands. It combines human empathy with AI-driven automation to enhance customer support across various channels, including chat, email, SMS, and social media. The platform allows businesses to create personalized AI agents that reflect their brand's voice and tone, enabling seamless and empathetic interactions with customers. Siena AI integrates with existing e-commerce systems, providing real-time access to order information, product details, and customer data to resolve inquiries efficiently. It also offers features like reviews management, shopping assistance, and memory capabilities to personalize customer interactions. Siena AI aims to help brands scale their customer support operations while maintaining a high level of customer satisfaction.
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