Role Description We're looking for a Staff Software Engineer to shape the next chapter of the CRM platform — a large-scale, multi-tenant SaaS application at the center of how operators communicate with their customers. It's at an inflection point: the near-term mission is to stabilize and scale it — improving reliability, data-sync correctness, and performance across high-throughput, integration-heavy workflows — while laying the groundwork for an event-driven, microservice-based architecture aligned with Storable's enterprise standards and the Architecture platform. This is a hands-on leadership role. You'll spend roughly 40–50% of your time in the codebase; the rest goes to architecture, technical strategy, mentoring, and cross-team alignment. Your impact reaches beyond the problems you solve to the engineers you help solve harder ones. We're transforming our engineering organization through AI-assisted development, and you'll help define how AI fits into our delivery lifecycle, workflows, and platform evolution. What you'll do every day - Take on the largest, most ambiguous problems spanning the CRM domain and adjacent teams, decomposing multi-team initiatives into clear, well-sequenced workstreams that can be delivered safely and predictably. - Own the technical strategy and architecture for CRM initiatives that span multiple teams, making pragmatic, business-aware tradeoffs across cost, scalability, performance, reliability, and delivery, and grounding decisions in data. - Act as a directly responsible owner for reliability and correctness in high-risk areas (for example, communications, collections, data sync, billing, async jobs) — driving incidents to root-cause fixes and raising the bar for production ownership across teams. - Proactively identify high-value work and drive large, cross-team initiatives from design through delivery — managing dependencies and risk, and unblocking the teams around you. - Raise release, deployment, and engineering-process standards that other teams adopt (for example, canary/blue-green deployments, environment management, and safer delivery workflows). - Write high-leverage, production-ready code across our stack (Angular, Node.js/TypeScript, MySQL, Redis, Elasticsearch/OpenSearch, AWS, Phalcon/PHP), setting the standard for how the hardest scalability, performance, and reliability problems get diagnosed and solved. - Design end-to-end observability for CRM and its integration services — metrics, logs, and traces (for example, Datadog, Grafana, CloudWatch, or equivalents) with meaningful dashboards, alerts, SLOs, and runbooks. - Evaluate and operationalize AI-assisted development (for example, multi-agent workflows for implementation, test generation, refactoring, or incident analysis) that measurably improves velocity, quality, and reliability across teams. - Set the technical direction for scaling and modernizing the CRM stack — Angular, Node.js/TypeScript, and Phalcon/PHP, backed by MySQL, Redis, Elasticsearch/OpenSearch, SNS/SQS, and AWS — toward a modular, event-driven, microservice-based architecture aligned with Storable's enterprise standards and the Storable Architecture platform. - Drive alignment across CRM, Product, and partner teams (for example, Integrations, Payments, Data Platform, DevOps, and Architect team), mentoring Senior and Staff Engineers, sharing knowledge broadly, and communicating with clarity and influence to both technical and leadership audiences. - Communicate with clarity and influence to both technical and leadership audiences, and strengthen a culture of continuous improvement — in testing, automation, deployment, observability, and AI-assisted development — across teams. Qualifications - 8+ years of professional software engineering experience in SaaS or product engineering environments, including substantial time owning production services, with 3+ years operating at a Staff, Principal, or Lead level (or equivalent scope) guiding architecture and mentoring other senior engineers. - Deep knowledge of application scalability — designing and operating high-throughput, integration-heavy systems, and reasoning about performance, capacity, and data correctness under load. - Proven experience evolving large, mature codebases toward more modular, event-driven, microservice-based architectures — including re-platforming or rewriting production applications across languages and frameworks while keeping the live system stable. - Deep, hands-on experience with our core application stack: modern Angular (Angular 2+ with TypeScript) and Node.js/JavaScript/TypeScript services for event-driven, real-time applications, with strong experience across both relational (for example, MySQL or Postgres) and NoSQL datastores (for example, DynamoDB, MongoDB, or Redis). - Significant experience designing, deploying, and operating complex distributed systems on AWS (for example, ECS Fargate, Lambda, API Gateway, RDS, ElastiCache/Redis, SNS, SQS, EventBridge, S3, CloudFront, Route 53, and CloudWatch), including diagnosing and resolving production issues using metrics, logs, and traces. - Strong foundation in testing, test automation, CI/CD, secure software development practices (for example, OWASP), observability, incident response in production environments, and comfort using AI-assisted development tools in your daily workflow. Bonus points - Experience with PHP and object-oriented server-side development (ideally with Phalcon or similar high-performance frameworks). - Track record of improving reliability in sensitive domains such as communications, collections, or billing, and aligning solutions with enterprise architecture standards. - Demonstrated experience shaping AI-augmented engineering practices for teams (for example, multi-agent setups for implementation, test generation, refactoring, or incident analysis), with the ability to articulate measurable impact. - Experience operating and scaling high-throughput, integration-heavy, multi-tenant SaaS systems using tools like MySQL/RDS, Redis, SNS/SQS, Kafka/MSK, and AWS. - Experience improving test suites, test automation, and deployment practices (for example, reducing test runtime, eliminating flaky tests, or introducing canary or blue/green deployments). - Experience building against FMS or other third-party integration and abstraction layers (for example, normalized APIs, shared-services, or platform layers). - Familiarity with self-storage, property management, or CRM/contact-center software domains. Benefits - Generous health coverage for you and your family, including fully paid short- and long-term disability coverage and two-times base salary life insurance. - 401(k) match after 60 days, 100% vested after 1 year. - Employer contribution to your HSA, plus an HRA to help offset your deductible. - Instant access to flexible vacation. We trust you, so we have a ‘take what you need’ vacation policy. - Be More – company rewards and recognition that add up and can be redeemed for personalized gifts and experiences! - 8 hours of Volunteer Time Off each year and the opportunity to get active in the community by joining one of our offsite volunteer and community service events. - 8 hours of Rest, Relax, Recharge time to care for your mental health. - Access a range of mental well-being resources for yourself and your dependents, including counseling services, stress management programs, and mindfulness workshops. - Fully paid parental leave: 12 and 6 weeks for primary and secondary caregivers, respectively. - ’Paw’ternity Leave and Pet Bereavement. - Caregiver Leave: four weeks of fully paid time away from work to care for aging dependents or family members, if needed. - $50 monthly home data stipend, plus a home office sign-on bonus of $250. - Fertility care support options to help in your journey towards parenthood. - Access to financial experts to help you make informed decisions and achieve your financial goals. - Direct Student Loan Payment Program, some qualifications and eligibility rules apply.

• Provide high quality customer interaction by handling customer’s needs with integrity and empathy in one transaction. • Use professional judgement and escalate customer issues/concerns to management when appropriate. • Participate in on-call rotation. • Promote sales of available products and services, as appropriate. • Building genuine connections with customers and bring a great ambassador for the Duke Energy brand. • Perform other duties as assigned, including work on special projects.

Role Description The Direct Bill Specialist processes and imports agency commissions received for Property & Casualty Services. The essential tasks include: - Post direct bill transactions by importing or manually posting to the system - Reconcile cash received to agency commissions posted - Perform corrections for transactions as requested by manager - Understanding and knowledge of the accounting process - Provide timely communication to manager for any issues regarding obtaining carrier statements, processing imports, etc. Qualifications - 1-3 years of previous general accounting/clerical experience - Proficient with Microsoft Excel, Word, PowerPoint, and Outlook - Applied Epic experience preferred, but knowledge of similar Account Management System (AMS) is acceptable Requirements - Leadership: Display leadership skills and ability to motivate fellow employees (If applicable) - Ability to Analyze and Solve Problems: Skill in recognizing challenges, exploring options, and implementing effective solutions in a timely manner - Attention to Detail: A strong focus on completing tasks and projects accurately and thoroughly - Communication Skills: Capable of expressing ideas clearly in both verbal and written forms and engaging with various audiences - Timely Task Completion: Ability to finish tasks and projects efficiently, managing resources and priorities effectively - Team Collaboration: Willingness to work together with others, promoting teamwork and supporting shared goals - Client Focus: Dedication to understanding and addressing the needs of clients and stakeholders to ensure their satisfaction - Dependability: Acknowledgment of the importance of being present and punctual - Creative Thinking: Openness to suggesting new ideas and methods to improve processes and outcomes - Organizational Skills: Capability to prioritize tasks and manage multiple projects simultaneously - Adaptability: Willingness to adjust to changing situations and priorities, showing resilience in a dynamic work environment Benefits - Location: Fort Worth, TX or remote Physical Requirements - Ability to lift 25 pounds - Repeated use of sight to read documents and computer screens - Repeated use of hearing and speech to communicate on telephone and in person - Repetitive hand movements, such as keyboarding, writing, 10-key - Walking, bending, sitting, reaching and stretching in all directions

• Scale the Program: Own the roadmap to scale support capacity for 2x company growth without linear headcount. Make smart build-vs-buy decisions and hold vendors (Decagon, Sierra, Intercom Fin) to live performance, not sales demos. • Drive Live Performance: Own resolution, containment, and CSAT across chat, email, and voice. Run root-cause analysis when AI fails a customer and ship the fix. • Manage Knowledge Infrastructure: Keep retrieval sharp by mining ticket logs for knowledge gaps, maintaining taxonomy, and ensuring Day-1 AI-ready content for all new product launches. • Build Frontline Trust: Partner with human support teams to roll out agentic tools, create feedback loops, and write the SOPs governing human-AI workflows. • Enforce QA & Engineering Discipline: Treat prompts and knowledge updates like production code using test suites, "break the bot" pre-releases, and staged rollouts. • Measure Business Impact: Honestly report ROI, cost per contact, and capacity returned against hiring alternatives—validating performance through live testing. • Lead as Player-Coach: Execute hands-on alongside our current AI support team while laying the foundation to scale the function.