About the role
About Conduit
AI customer service is one of the most funded categories in tech right now. The customer reviews for the biggest players average under 2 out of 5 stars. 75% of consumers leave AI support interactions frustrated. Companies report 90%+ CSAT scores while their customers rate them 40 points lower. That gap exists because nobody built the tools to see what's actually happening.
Conduit is building the infrastructure that makes AI customer service actually work. Not a chatbot. Not a deflection engine. A platform where every AI decision is traceable, every answer links back to a source, and the people who know the customer best (the CX team, not engineers) are the ones running the system.
We believe customer service is going through the same compression that happened in software engineering and GTM. What used to require a team of specialists will be done by one empowered operator. We call them conversation engineers. Conduit is the platform they use to do the job.
Role: Backend Engineer
The backend is the product. The reliability of message delivery, the speed of AI responses, the depth of integrations, the transparency of AI decision-making, customers feel all of it even if they never see your code.
You'll work directly with Punn (CTO) and a small engineering team where your commits hit production the same day and customers notice.
Why this role is different
- You're building the observability layer for AI. Every other platform in this space is a black box. We're building the cockpit: structured traces of what the AI read, what it ignored, where confidence dropped, and why it chose what it chose. This is a hard, unsolved infrastructure problem and it's the core of what makes Conduit defensible.
- You're building the action layer, not just the answer layer. Most AI support platforms stop at information retrieval. Our AI agents execute multi-step workflows: modify a reservation, assign a maintenance request, text the vendor, confirm back to the customer, close the loop. You own the workflow engine that makes all of that reliable.
