Staff Software Engineer, Infrastructure

Decagon is the leading conversational AI platform empowering every brand to deliver concierge customer experiences.

Our technology enables industry-defining enterprises like Avis Budget Group, Block’s Cash App and Square, Chime, Oura Health, and Hunter Douglas to deploy AI agents that power personalized, deeply satisfying interactions across voice, chat, email, SMS, and every other channel.

We’re building a future where customer experiences are being redefined from support tickets and hold music to faster resolutions, richer conversations, and deeper relationships. We’re proud to be backed by world-class investors who share that vision, including a16z, Accel, Bain Capital Ventures, Coatue, and Index Ventures, along with many others.

We’re an in-office company, driven by a shared commitment to excellence and velocity. Our values — Just Get It Done, Invent What Customers Want, Winner’s Mindset, and The Polymath Principle — shape how we work and grow as a team.

The Infrastructure team builds and operates the foundations that power Decagon: networking, data, ML serving, developer platform, and real‑time voice. We partner closely with product, data, and ML to deliver high‑scale, low‑latency systems with clear SLOs and great developer ergonomics.

We organize around five focus areas:

We’re hiring a Senior Infrastructure Engineer to design, build, and operate production infrastructure for high‑scale, low‑latency systems. You’ll own critical services end‑to‑end, improve reliability and performance, and create paved‑paths that let every Decagon engineer ship confidently.

• Design and implement critical infrastructure services with strong SLOs, clear runbooks, and actionable telemetry.

• Partner with research and product teams to architect solutions, set up prototypes, evaluate performance, and scale new features.

• Tune service latencies: optimize networking paths, apply smart caching/queuing, and tune CPU/memory/I/O for tight p95/p99s.

• Evolve CI/CD, golden paths, and self‑service tooling to improve developer velocity and safety.

• Support various deployment architectures for customers with robust observability and upgrade paths.

• Lead infrastructure‑as‑code (Terraform) and GitOps practices; reduce drift with reusable modules and policy‑as‑code.

• Participate in on‑call and drive down toil through automation and elimination of recurring issues.

• Experience being an early backend/platform/infrastructure engineer at another company

• Strong Kubernetes experience (GKE/EKS/AKS) and experience across multiple cloud providers (GCP, AWS, and Azure)

• Experience with customer‑managed deployments