Senior Software Engineer (SAM AI)

About this role

• SAM is SuiteSpot’s specialized AI agent for resident maintenance. It manages every interaction from request to resolution: voice and chat, 35+ languages, 24/7
• SAM detects emergencies in real time and escalates them, walks residents through mitigation while help is on the way, and deflects non-maintenance calls so the front office stays focused
• The team is small and ships fast. We’re expanding SAM beyond resident maintenance into more of the platform, with plenty of greenfield ahead. This is the part of SuiteSpot where the AI is the product
• We’re hiring a Senior Software Engineer to build and scale SAM. You’ll own features across the full stack — Node.js services, Angular frontends, MongoDB, plus the AI agent layer that powers SAM Voice and SAM Chat — and ship them into a 24/7 production service customers depend on for emergencies
• This isn’t a big company where your code sits in review queues for weeks. What you build today can be in production tomorrow, handling real resident calls and chats across hundreds of thousands of apartments in North America
• You’ll contribute to architecture decisions and help set the technical direction for the team. You’ll report to an Engineering Manager and collaborate with product, design, and other engineers
• Own problems end-to-end from technical design through deployment and iteration
• Tune and improve agent behavior through prompt iteration, evals, and instrumentation that tells you when SAM is getting it right or wrong
• Drive conversation quality across voice and chat — accuracy, latency, escalation logic, and the edge cases real residents bring
• Own production reliability for a 24/7 mission-critical service, including on-call rotation, incident response, and Datadog observability
• Investigate and resolve customer-reported issues by pulling call recordings, transcripts, and traces, fixing the underlying behavior, and feeding the learnings back into the system
• Shape technical direction through architecture decisi...