Senior Backend Engineer — Customer Support Platform

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    "description": "<p>The Senior Backend Engineer owns the <span style=\"font-weight: bold\">services that keep Strata's customers unblocked</span> — the support, exception-handling, and remediation backend that sits behind every customer-facing interaction with the Strata platform. When a tenant's purchase order fails validation, a document lands in the Expert-in-the-Loop queue, or a customer asks \"what happened to my order?\", the answer comes from the systems you build.</p>\n<p>This is not a generic CRUD role. Strata is an agentic operating layer that ingests business documents (POs, ACKs, Invoices, Quotes), extracts and validates them, and delivers clean data downstream to OrderBahn and ERP systems. You will build the <span style=\"font-weight: bold\">support and operations backend</span> around that pipeline: the exception/HITL queue services, the customer-facing status and audit APIs, the reprocessing and replay tooling support engineers use to remediate stuck documents, the ticketing/CRM integrations, and the per-tenant configuration services. Your work is measured against hard reliability and data-quality bars — <span style=\"font-weight: bold\">≥99.9% availability, ≤0.5 P1 incidents/week, MTTR P1 ≤30 min, and ≥99.5% field-level data accuracy</span> — so you build for resilience, observability, and graceful failure from day one.</p>\n<p>You will work in AvantoDev's standard backend stack (NestJS/TypeScript and FastAPI/Python, PostgreSQL, AWS, SQS), integrate with the agent layer through MCP servers, and collaborate closely with the SRE team, the Context Engineering team, Customer Success, and the Head PM&lt;!-- notionvc: a8766d6c-88d0-4c5e-a47a-663cfbfa0fcf --&gt;</p>\n<p><br></p>\n<p><span style=\"font-size: 14pt; font-weight: bold\">What You'll Build</span></p>\n<ul>\n<li>Backend for the <span style=\"font-weight: bold\">Expert-in-the-Loop (HITL) queue</span> — APIs that surface low-confidence documents, capture support/expert decisions, and resume the paused agent workflow via the SQS-backed control plane.</li>\n<li><span style=\"font-weight: bold\">Reprocessing &amp; replay tooling</span> — services that let support safely re-run a document through the pipeline (full or targeted re-extraction), with idempotency and audit guarantees.</li>\n<li><span style=\"font-weight: bold\">Exception triage APIs</span> — classification, assignment, SLA tracking, and auto-resolution hooks (target: ≥70% auto-resolution, ≤2% exception rate).</li>\n</ul>\n<p><span style=\"font-size: 14pt; font-weight: bold\">Customer-Facing Status &amp; Audit APIs</span></p>\n<ul>\n<li><span style=\"font-weight: bold\">Document lifecycle / status APIs</span> backed by the OpenSearch state machine (FORMAT_DETECTED → PRIMARY_EXTRACTED → DOC_CLASSIFIED → SCHEMA_MATCHED → RECOVERY_EVALUATED → routing), exposing where any document is and why.</li>\n<li><span style=\"font-weight: bold\">Audit-trail APIs</span> — full, per-tenant history of every decision, confidence score, and routing action for support investigation and customer transparency.</li>\n</ul>\n<p><span style=\"font-size: 14pt; font-weight: bold\">Integrations &amp; Tenant Configuration</span></p>\n<ul>\n<li><span style=\"font-weight: bold\">Ticketing / CRM integrations</span> (e.g., support desk, customer comms) wired to pipeline events so issues are created, updated, and resolved automatically.</li>\n<li><span style=\"font-weight: bold\">Per-tenant configuration services</span> — schema/alias overrides, tolerance rules, routing thresholds, and notification preferences, exposed through governed APIs (not ad-hoc DB edits).</li>\n<li><span style=\"font-weight: bold\">Delivery/bridge services</span> between Strata and downstream systems (OrderBahn, ERP) with reconciliation and retry semantics.</li>\n</ul>\n<p><span style=\"font-size: 14pt; font-weight: bold\">MCP &amp; Agent Integration</span></p>\n<ul>\n<li>Build and consume <span style=\"font-weight: bold\">MCP servers</span> (FastAPI-based) so support tooling and agents invoke the same governed capabilities (validation, lookup, reprocessing) rather than duplicating logic.</li>\n</ul>\n<p><br></p>\n<p><span style=\"font-size: 14pt; font-weight: bold\">What You'll Do Day-to-Day</span></p>\n<ul>\n<li>Design and implement scalable APIs in <span style=\"font-weight: bold\">NestJS/TypeScript</span> and/or <span style=\"font-weight: bold\">FastAPI/Python</span> using Domain-Driven Design (DDD), with robust validation, auth, error handling, and OpenAPI docs.</li>\n<li>Implement <span style=\"font-weight: bold\">event-driven workflows</span> over SQS (Standard + FIFO) with DLQ patterns, exponential backoff, and idempotent processing.</li>\n<li>Model and optimize <span style=\"font-weight: bold\">PostgreSQL</span> schemas (Aurora) with migrations, indexing, and strict <span style=\"font-weight: bold\">tenant isolation / row-level security</span>.</li>\n</ul>\n<p><span style=\"font-size: 14pt; font-weight: bold\">Reliability &amp; Operability</span></p>\n<ul>\n<li>Build every service to be <span style=\"font-weight: bold\">observable by default</span> — structured logs, metrics, and traces with <span style=\"font-weight: bold\">X-Correlation-ID / X-Trace-ID</span> propagation (100% coverage is an org KPI).</li>\n<li>Implement health checks, circuit breakers, timeouts, retries, and graceful degradation so a downstream agent or OCR engine failure never takes down support tooling.</li>\n<li>Write runbooks for the services you own and participate in the on-call rotation alongside SRE.</li>\n</ul>\n<p><br></p>\n<p><span style=\"font-size: 14pt; font-weight: bold\">Quality &amp; Security</span></p>\n<ul>\n<li>Maintain strong test coverage (pytest / Jest, integration tests, moto/localstack, SuperTest, e2e tests) and contribute to CI/CD via CodePipeline.</li>\n<li>Enforce security bars: <span style=\"font-weight: bold\">0 critical/high vulns</span>, per-tenant rate limiting, OAuth2/equivalent auth on 100% of endpoints, and ≥95% audit-log completeness toward SOC2 readiness.</li>\n</ul>\n<p><span style=\"font-size: 14pt; font-weight: bold\">Collaboration</span></p>\n<ul>\n<li>Partner with SRE on SLOs, dashboards, and incident response; with Context Engineering on MCP/agent contracts; and with Customer Success on what support actually needs.</li>\n</ul>\n<p><br></p>\n<p><span style=\"font-size: 18pt; font-weight: bold\">Minimum Qualifications</span></p>\n<ul>\n<li><span style=\"font-weight: bold\">6+ years</span> backend engineering in production, shipping and operating real services (not just prototypes).</li>\n<li><span style=\"font-weight: bold\">Strong in at least one, comfortable in both:</span> <span style=\"font-weight: bold\">Node.js/TypeScript (NestJS or equivalent)</span> and <span style=\"font-weight: bold\">Python (FastAPI)</span>. REST API design, validation, auth, and clean error handling.</li>\n<li><span style=\"font-weight: bold\">Deep PostgreSQL</span> — schema design, migrations, query optimization, indexing, and multi-tenant isolation / row-level security.</li>\n<li><span style=\"font-weight: bold\">Event-driven &amp; async patterns</span> — message queues (SQS, Kafka or equivalent), DLQs, retries, idempotency, and designing for partial failure.</li>\n<li><span style=\"font-weight: bold\">AWS proficiency</span> — Lambda, ECS/Fargate, S3, SQS, API Gateway, RDS/Aurora. You can deploy and operate what you build.</li>\n<li><span style=\"font-weight: bold\">Reliability mindset</span> — you design for SLOs, instrument for observability (structured logs/metrics/traces, correlation IDs), and have carried a pager.</li>\n<li><span style=\"font-weight: bold\">Testing discipline</span> — unit + integration + e2e testing (pytest/Jest, moto/localstack, SuperTest), and CI/CD experience.</li>\n<li><span style=\"font-weight: bold\">Security awareness</span> — authn/authz, rate limiting, input validation, secrets management, and audit logging.</li>\n<li><span style=\"font-weight: bold\">English proficiency</span>: B2+ required (C1 preferred). You'll write docs/runbooks, join architecture reviews, and coordinate during incidents.</li>\n</ul>\n<p><br></p>\n<p><span style=\"font-size: 18pt; font-weight: bold\">Nice to Have</span></p>\n<ul>\n<li>Experience building <span style=\"font-weight: bold\">support / operations tooling</span> — ticketing integrations, exception queues, reprocessing/replay, admin consoles.</li>\n<li>Familiarity with the <span style=\"font-weight: bold\">Model Context Protocol (MCP)</span> and exposing services as agent-callable tools.</li>\n<li>Exposure to <span style=\"font-weight: bold\">agentic / LLM pipelines</span> and HITL (Human-in-the-Loop) patterns (SQS-backed pause/resume).</li>\n<li><span style=\"font-weight: bold\">OpenSearch / Elasticsearch</span> for state tracking and operational queries.</li>\n<li>Experience with <span style=\"font-weight: bold\">ERP / order-management integrations</span> (OrderBahn, NetSuite, or similar) and reconciliation.</li>\n<li>Familiarity with <span style=\"font-weight: bold\">DORA metrics</span> and a high-deployment-frequency, low-change-failure delivery culture.</li>\n<li>Background in <span style=\"font-weight: bold\">commercial furniture, logistics, distribution, or manufacturing</span> operations.</li>\n<li>Terraform / IaC familiarity for owning your service infrastructure.</li>\n</ul>\n<p><br></p>",
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