Staff Software Engineer

About Decimal

Decimal builds AI agents for technical support teams at companies with complex products. We help support teams resolve technical customer issues faster, reduce unnecessary engineering escalations, and deliver a better customer experience at scale.

We work with companies where support is deeply technical and high-stakes, including AI companies, developer platforms, infrastructure companies, robotics teams, fintech, cybersecurity, and enterprise SaaS businesses. Our customers include Tealium, Granola, BuildOps and other leading software companies.

We’re a fast-growing team, backed by Khosla Ventures, Kearny Jackson, Weekend Fund, Atlassian Ventures, and a great team of angels. We are signing enterprise customers and are seeing strong market pull from companies trying to solve one of the hardest operational problems in software: how to support complex products without constantly pulling engineering away from building.

Working at Decimal means joining an early team with real customer momentum and a product that is already working in the market. You’ll work directly with the founders, help shape our go-to-market motion, and have meaningful ownership as we build a category-defining company for technical support.

The role

We’re hiring a Staff Software Engineer to help build the core systems behind Decimal’s AI agents. This is a high-impact role where you’ll own major parts of the product end to end, from context retrieval and agent orchestration to the evaluation systems that tell us whether an answer is actually correct. You’ll play a critical role in helping Decimal scale its product and engineering foundation from the ground up.

You’ll work directly with the founders, and with our customers’ support and engineering teams, to understand how technical issues actually get resolved — then build the systems that do it reliably at scale. Our customers run complex products in high-stakes environments, so correctness, latency, and security are product requirements rather than afterthoughts.

You’ll be expected to operate as a builder and a technical leader: making architectural decisions, raising the engineering bar, and serving as the voice of the customer inside Decimal. The ideal candidate is deeply technical, product-minded, and excited to help build the foundation of an early engineering team.

In this role, you will

• Design, build, and operate the core services behind Decimal’s agents, including context retrieval, agent orchestration, and the evidence trail behind every answer
• Own our evaluation systems: the harnesses, datasets, and metrics that tell us whether a change actually improved answer quality
• Build integrations with the systems support and engineering teams rely on, under real security and data-handling constraints
• Make architectural decisions on reliability, latency, and cost, and document the tradeoffs behind them
• Work directly with customers to understand failure modes and close the loop between what breaks and what ships
• Set the engineering standards for testing, observability, and code review as the team grows
• Mentor engineers and raise the technical bar across the team
• Partner closely with the founders to shape Decimal’s product roadmap and technical strategy
• Help build the foundation of Decimal’s engineering playbooks, systems, and culture as we scale

Requirements

• 8+ years of experience building and operating production software systems
• Demonstrated ability to own complex technical projects end to end, from design through production operation
• Strong background in backend and distributed systems, with services you have designed, shipped, and debugged under real load
• Experience with LLM-based systems, including retrieval, tool use, agent orchestration, and evaluation, is a strong plus
• Excellent written and verbal English communication skills
• A strong instinct for correctness. You reach for tests, evaluations, and observability before you reach for a demo
• Comfortable engaging directly with customers, including support leaders, engineering leaders, and executives
• Track record of technical leadership through influence and shipped work rather than headcount
• Comfortable working in an early-stage, fast-moving environment where you’ll help build processes from the ground up
• Comfortable working hours that significantly overlap with the US Pacific Time zone