Lead Agent Reliability Engineer

<p class="font-claude-response-body break-words whitespace-normal leading-[1.7]">Emergent builds autonomous coding agents that replace traditional software development by generating, testing, and deploying production applications directly from plain-language intent. Our systems run in production at global scale and are used to build millions of real applications.</p> <p class="font-claude-response-body break-words whitespace-normal leading-[1.7]">Since public launch, Emergent has reached <strong>$100M ARR in 8 months. 6M+ users across 190+ countries</strong> have built <strong>6.5M+ applications</strong> on Emergent. We've raised <strong>$100M+</strong>, backed by <strong>Khosla Ventures, SoftBank, Google, Lightspeed, Prosus, Together, and Y Combinator.</strong></p> <p class="font-claude-response-body break-words whitespace-normal leading-[1.7]">We're solving the hard part of AI-driven software creation: correctness, reliability, security, and scale in real production systems. The team is built by <strong>repeat founders, Olympiad medalists, IIT &amp; IIM alumni,</strong> and leaders from <strong>Google, Amazon, and Dropbox.</strong></p> <p class="font-claude-response-body break-words whitespace-normal leading-[1.7]">We're hiring builders who want ownership, speed, and impact at global scale.</p> <p class="font-claude-response-body break-words whitespace-normal leading-[1.7]"><strong>What You'll Do:</strong></p> <ul class="[li_&amp;]:mb-0 [li_&amp;]:mt-1 [li_&amp;]:gap-1 [&amp;:not(:last-child)_ul]:pb-1 [&amp;:not(:last-child)_ol]:pb-1 list-disc flex flex-col gap-1 pl-8 mb-3"> <li class="whitespace-normal break-words pl-2">Lead and empower a high-performing team of support professionals handling both technical and non-technical tickets</li> <li class="whitespace-normal break-words pl-2">Build scalable support processes that improve throughput and reduce manual intervention, including automation of repetitive workflows through scripting</li> <li class="whitespace-normal break-words pl-2">Monitor and improve SLAs, response times, and customer satisfaction metrics by introducing data-driven improvements</li> <li class="whitespace-normal break-words pl-2">Collaborate closely with engineering and product teams to identify recurring issues, implement preventive fixes, and enhance product stability</li> <li class="whitespace-normal break-words pl-2">Mentor and upskill your team through technical coaching, process reviews, and hands-on problem-solving</li> <li class="whitespace-normal break-words pl-2">Continuously optimize operational efficiency by leveraging automation, analytics, and best practices to handle increasing ticket volumes effectively</li> <li class="whitespace-normal break-words pl-2">Own the support strategy from tooling and metrics to workflows and knowledge base development</li> </ul> <p class="font-claude-response-body break-words whitespace-normal leading-[1.7]"><strong>What We're Looking For:</strong></p> <ul class="[li_&amp;]:mb-0 [li_&amp;]:mt-1 [li_&amp;]:gap-1 [&amp;:not(:last-child)_ul]:pb-1 [&amp;:not(:last-child)_ol]:pb-1 list-disc flex flex-col gap-1 pl-8 mb-3"> <li class="whitespace-normal break-words pl-2">8+ years of experience, including 3+ years of team leadership or people management</li> <li class="whitespace-normal break-words pl-2">Good understanding of backend and frontend technologies (Python, SQL, React.js, MongoDB)</li> <li class="whitespace-normal break-words pl-2">Proven experience in SaaS or AI-driven products with a passion for solving user-facing challenges in fast-paced environments</li> <li class="whitespace-normal break-words pl-2">Demonstrated ability to analyze data, identify patterns, and implement long-term, scalable solutions</li> <li class="whitespace-normal break-words pl-2">Exceptional problem-solving, debugging, and process-design skills</li> <li class="whitespace-normal break-words pl-2">A hands-on leader who's comfortable jumping into technical issues when needed and guiding the team toward excellence</li> </ul> <p class="font-claude-response-body break-words whitespace-normal leading-[1.7]"><strong>You'll Have the Opportunity To:</strong></p> <ul class="[li_&amp;]:mb-0 [li_&amp;]:mt-1 [li_&amp;]:gap-1 [&amp;:not(:last-child)_ul]:pb-1 [&amp;:not(:last-child)_ol]:pb-1 list-disc flex flex-col gap-1 pl-8 mb-3"> <li class="whitespace-normal break-words pl-2">Work with cutting-edge AI technologies while tackling novel analytical and operational challenges</li> <li class="whitespace-normal break-words pl-2">Shape the future of customer experience for AI products, designing scalable, human and automation hybrid support systems</li> <li class="whitespace-normal break-words pl-2">Drive continuous improvement in both people and processes, making support a key differentiator for Emergent</li> <li class="whitespace-normal break-words pl-2">Collaborate cross-functionally with some of the brightest minds in AI and engineering</li> </ul> <p class="font-claude-response-body break-words whitespace-normal leading-[1.7]"><strong>Why Join Us:</strong></p> <ul class="[li_&amp;]:mb-0 [li_&amp;]:mt-1 [li_&amp;]:gap-1 [&amp;:not(:last-child)_ul]:pb-1 [&amp;:not(:last-child)_ol]:pb-1 list-disc flex flex-col gap-1 pl-8 mb-3"> <li class="whitespace-normal break-words pl-2">Work on one of the fastest-growing AI platforms</li> <li class="whitespace-normal break-words pl-2">High ownership and visibility role</li> <li class="whitespace-normal break-words pl-2">Competitive compensation and equity</li> </ul> <p class="font-claude-response-body break-words whitespace-normal leading-[1.7]"><strong>Benefits and Perks:</strong></p> <ol class="[li_&amp;]:mb-0 [li_&amp;]:mt-1 [li_&amp;]:gap-1 [&amp;:not(:last-child)_ul]:pb-1 [&amp;:not(:last-child)_ol]:pb-1 list-decimal flex flex-col gap-1 pl-8 mb-3"> <li class="whitespace-normal break-words pl-2">Daily Meals: Lunch and Dinner provided</li> <li class="whitespace-normal break-words pl-2">Family Insurance: 3 Lakhs worth of coverage for you and your family</li> <li class="whitespace-normal break-words pl-2">Unlimited Paid Time Off: Take the time you need to recharge and come back refreshed</li> <li class="whitespace-normal break-words pl-2">Flexible Working Hours: Work arrangements that fit your life and commitments</li> </ol> <p class="font-claude-response-body break-words whitespace-normal leading-[1.7]">Let's build the future of software together.</p> <p>&nbsp;</p>