What we’re building and why we’re building it.
Every month, millions of people use Fetch earning rewards for buying brands they love, and a whole lot more. Whether shopping in the grocery aisle, grabbing a bite at the drive-through or playing a favorite mobile game, Fetch empowers consumers to live rewarded throughout their day. To date, we’ve delivered more than $1 billion in rewards and earned more than 5 million five-star reviews from happy users.
It’s not just our users who believe in Fetch: with investments from SoftBank, Univision, and Hamilton Lane, and partnerships ranging from challenger brands to Fortune 500 companies, Fetch is reshaping how brands and consumers connect in the marketplace. When you work at Fetch, you play a vital role in a platform that drives brand loyalty and creates lifelong consumers with the power of Fetch points. User and partner success are at the heart of everything we do, and we extend that same commitment to our employees.
At Fetch, we value curiosity, adaptability, and the confidence to explore new tools, especially AI, to drive smarter, faster work. You don’t need to be an expert, but you should be ready to learn quickly and think critically. We welcome learners who move fast, challenge the status quo, and shape what’s next, with us. Ranked as one of America’s Best Startup Employers by Forbes for two years in a row, Fetch fosters a people-first culture rooted in trust, accountability, and innovation. We encourage our employees to challenge ideas, think bigger, and always bring the fun to Fetch.
Fetch is an equal employment opportunity employer.
Meet Fetch Engineering:
At Fetch, we are passionate about solving challenging problems and embracing ambiguity. Our engineering philosophy promotes adaptability and innovation over rigid adherence to rules. Our engineers thrive in complex environments, making well-informed decisions even in uncertain situations. We seek out the necessary information and focus on action and impact, while consistently upholding high technical standards. In this role, you will be a technical leader, shaping best practices to build world-class, user-facing technology. You will mentor fellow engineers, fostering technical growth and collaboration within the team. As a hands-on leader, you will actively contribute to the codebase and deliver features alongside your team.
About the Role
Fetch’s Core Services team is building the next generation of support experiences, powered by an LLM, grounded in trusted data, and designed with safety and accountability from day one. This work is user-facing and directly shapes how quickly and accurately customers get help, and how confidently agents can resolve issues.
We’re hiring a Staff Backend Engineer to design and evolve the systems behind an LLM-enabled support toolchain. You’ll build the backend architecture that allows a chatbot or LLM to make personalized, data-driven determinations about ticket type and recommended resolutions, while ensuring all actions, such as awarding points, are initially routed to human agents for review and approval. Recommendations will be evaluated for accuracy, monitored over time, and progressively unlocked so that in a later phase, ticket types that consistently meet accuracy and safety thresholds can be resolved end to end through automation with strong safeguards and auditability.
This is a high-impact role at the intersection of backend systems, data, and applied AI, where reliability, observability, and responsible automation are non-negotiable.
This is a full-time role that can be held from one of our US offices or remotely in the United States.
Responsibilities
- Design and scale core services for LLM-driven support tooling by building modular systems that classify customer issues, recommend ticket types, and propose resolution paths using real-time, trusted data.
- Build user-facing and agent-facing APIs for support decisioning by developing well-structured APIs that support consistent ticket intake, enrichment, routing, and recommendation outputs across automated chat surfaces and internal agent tools.
- Implement a secure customer context retrieval layer by building services that assemble only the necessary contextual data with strict access controls, PII minimization, and auditing, enabling safe, data-driven personalization.
- Build human-in-the-loop workflows for action approval by designing mechanisms that route LLM recommendations to agents for review with clear rationale, supporting evidence, and suggested responses, ensuring humans remain the final approvers in early phases.
- Develop evaluation, monitoring, and observability for LLM-powered support by instrumenting tracing, structured logs, and metrics to monitor end-to-end flows including latency, success rate, recommendation acceptance rate, accuracy, escalation rate, and error modes, and by enabling offline evaluation and controlled online experiments.
- Enable phased automation with confidence gates and risk controls by building a path to no-human-in-the-loop execution for specific ticket types only after defined accuracy and safety thresholds are met, with safeguards including confidence scoring, tiered permissions, rate limiting, anomaly detection, kill switches, and comprehensive audit trails.
- Partner across Support, Product, Data Science/ML, and Risk/Compliance to define what “accuracy” and “safe automation” mean, establish review processes, align on policies, and ensure the system meets operational and regulatory requirements.
- Raise the bar on backend architecture, reliability, privacy and security, and responsible automation patterns, helping the team build systems that are both fast to iterate and safe to deploy at scale.
Minimum Qualifications
- 8+ years of experience designing, building, and operating backend systems that support critical, user-facing workflows at scale.
- Demonstrated ownership of backend architecture for complex, multi-service systems, including long-term evolution, failure modes, and operational maturity.
- Deep expertise in API design and service boundaries for decisioning systems that ingest signals, enrich context, and produce deterministic, explainable outcomes.
- Proven experience building secure data access layers that aggregate sensitive customer data with strict authorization, PII minimization, and auditable access patterns.
- Strong track record of designing systems with explicit human-in-the-loop controls, approvals, and escalation paths for high-impact actions.
- Hands-on experience instrumenting production systems with end-to-end observability, including traceability of decisions, accuracy signals, and error analysis.
- Ability to independently translate ambiguous product and policy requirements into robust backend designs with clear risk tradeoffs.
- Demonstrated influence beyond direct ownership, including mentoring senior engineers and setting engineering standards for reliability, safety, and maintainability.
Preferred Qualifications
- Direct experience building backend platforms that integrate LLMs or ML models into real-time decisioning or recommendation workflows.
- Experience defining and operationalizing accuracy, confidence scoring, and acceptance thresholds for automated or semi-automated systems.
- Background in building systems that transition from human-reviewed actions to gated automation with explicit risk controls and rollback mechanisms.
- Experience in domains where correctness, explainability, and auditability are mandatory, such as support tooling, trust & safety, fraud, payments, or compliance.
- Familiarity with retrieval patterns that safely provide contextual data to models, including RAG, tool invocation, or structured prompting pipelines.
- Experience designing systems that support offline evaluation, shadow mode execution, and controlled production experiments.
- Prior Staff- or Principal-level experience driving architectural direction across teams or platforms.
At Fetch, we'll give you the tools to feel healthy, happy and secure through:
- Equity: We offer employees equity in Fetch, so that everyone can benefit from Fetch’s growth.
- 401k Match: Dollar-for-dollar match up to 4%.
- Benefits for humans and pets: We offer comprehensive medical, dental and vision plans for everyone including your pets.
- Continuing Education: Fetch provides ten thousand per year in education reimbursement.
- Employee Resource Groups: Take part in employee-led groups that are centered around fostering a diverse and inclusive workplace through events, dialogue and advocacy. The ERGs participate in our Inclusion Council with members of executive leadership.
- Paid Time Off: On top of our flexible PTO, Fetch observes 9 paid holidays, including Juneteenth and Indigenous People’s Day, as well as our year-end week-long break.
- Robust Leave Policies: 20 weeks of paid parental leave for primary caregivers, 14 weeks for secondary caregivers, and a flexible return to work schedule.
- Calvin Care Cash: Employees who are welcoming new family members will also receive a one time $2,000 incentive to assist employees with covering the cost of childcare, clothing, diapers and much more!
- Flexible Work Environment: Collaborate with your team in one of our stunning offices in Madison, Birmingham, or Chicago. Or you can work fully remotely from anywhere in the US. We’ll ensure you are equally equipped with the hardware and software you need to get your job done in the comfort of your home.
Fetch is an equal opportunity employer that embraces diversity, inclusion, and respect for all individuals. We do not discriminate on the basis of race, color, religion, gender, gender identity or expression, sexual orientation, age, national origin, marital status, veteran status, disability, or any other characteristic protected by applicable law. Our commitment to inclusivity ensures that everyone is treated with dignity and has the opportunity to succeed based on their talent, skills, and potential.
Fetch also provides reasonable accommodations to qualified individuals with disabilities or those with sincerely held religious beliefs, as required by law. If you need assistance with the application process or require an accommodation, please contact us at [email protected].
Learn more: Fetch Recruitment Scam Warning.
