AI customer support agents · San Francisco
About Decagon
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 Security Engineering team at Decagon protects the platform that powers the most advanced conversational AI agents for enterprise customers across voice, chat, email, and SMS. We build the security foundations that enable Decagon's AI agents to handle sensitive customer data with complete trust while defending against sophisticated, AI-enabled threats at massive scale.
This role sits at the intersection of Security and Infrastructure. Like the rest of our Infrastructure org, we believe the best security comes from paved paths, strong SLAs, and high-quality systems that other engineers can rely on by default. Our mission is to secure magical support experiences, ensuring that AI agents and human agents can collaborate safely to help users resolve their issues while maintaining the highest standards of security and privacy.
We're hiring our founding Platform Engineer, Security to design, build, and operate the security infrastructure that powers Decagon's AI platform. This is a builder's role: you'll spend your time creating durable, well-engineered systems including paved paths for secure service creation, security tooling that automatically applies secure configurations, and infrastructure-as-code that makes it easy for every engineer at Decagon to do the right thing.
As the first dedicated engineer at this intersection, you'll have outsized impact on how security infrastructure is built here, and you'll shape the technical direction of the infrastructure security program. You'll also help us invest in automation, observability, and self-service so the team operates with confidence.
The work is close to the business. Decagon serves some of the world's most security-conscious enterprises, including major financial-services institutions, and the security platform you build directly unlocks these high-value deals. This role offers a clear runway to grow your impact across security, infrastructure, and platform engineering.
Design and implement secure, multi-tenant infrastructure that isolates customer data while enabling efficient AI model serving across our platform
Build "golden paths" for security including service templates, libraries, terraform policies, and automation, so new services are secure and production-ready by default
Own infrastructure-as-code (Terraform) and GitOps best practices, including reusable modules and policy-as-code
Expand and help operate the platforms behind alerting detection, secrets management, IAM, and automated remediation, integrating them cleanly into CI/CD and developer workflows
Partner with Security, Infrastructure, and product engineering teams to translate enterprise and compliance requirements (SOC 2, ISO 27001, GDPR) into reliable, automated technical controls
Participate in security on-call and continuously raise the bar on operability, runbooks, and incident learnings
5+ years building and operating production infrastructure, with meaningful exposure to security or a strong interest in moving deeper into security problems
Deep knowledge of Google Cloud Platform and/or AWS, including compute, networking, IAM, and security services
Proficiency with infrastructure-as-code (Terraform, Ansible, or similar) and a track record of building developer-facing tooling and automation
Strong coding ability in at least one systems language (eg. Python, Go, TypeScript) and comfort building paved-path tooling teams actually adopt
Experience applying AI-assisted tooling (Cursor, Claude Code, and similar) to make engineers dramatically more effective
Experience with secure container deployment, service mesh, and Kubernetes security best practices
Observability and incident-response tooling experience (instrumentation, alerting, dashboards), with a bias toward eliminating toil
Clear written communication and the ability to turn ambiguous requirements into simple, reliable designs
A track record of being an early or founding platform/infrastructure/security engineer at another company
Experience building internal platforms: service templates, paved-road deployment, self-serve environments, or developer portals
A security-minded approach to the software supply chain (provenance, secrets, least privilege) and familiarity with static analysis tooling (Semgrep, CodeQL)
Experience with detection and response data pipelines (Kafka/Pulsar, Splunk/Panther/RunReveal, or similar)
Knowledge of enterprise compliance requirements (SOC 2, ISO 27001, GDPR) from an infrastructure and platform perspective
Compensation
$200K – $330K + Offers Equity
Benefits
We proudly offer the following benefits for our full-time employees:
Take what you need vacation policy (subject to local requirements; UK employees receive 25 days of statutory leave)
Medical, Dental, and Vision benefits for you and your family
Life Insurance and Disability Benefits
Retirement Plan (e.g., 401K, pension)
Parental Leave
Fertility and family building benefits through Carrot
Daily lunches and snacks in the office to keep you at your best
These benefits are described in more detail in Decagon’s policies, may vary by location, and can change at any time according to applicable compensation and benefits plans.