Senior Software Engineer, Care Experience

A day in the life (Responsibilities)

• Design, build, and operate core components of our Support Technology platforms, delivering scalable solutions with meaningful impact across customer-facing support experiences and agent tooling.
• Own and evolve backend services, workflows, and integrations that power chat, voice, and agent-assisted support channels.
• Contribute to the reliability, performance, and scalability of business-critical support systems, ensuring they operate effectively under urgent, real-world conditions.
• Partner closely with product, design, AI, and operations to translate complex support workflows and customer needs into robust, maintainable software solutions.
• Develop and integrate AI-driven capabilities for support workflows, leveraging and managing third-party platforms and external partner APIs
• Participate in technical design and architecture discussions, helping shape team-level technical direction and tradeoffs.
• Mentor and support other engineers through code reviews, pairing, and technical guidance, contributing to a culture of quality and continuous improvement.

What you'll need to thrive (Requirements)

• 5+ years of experience in software engineering, with a strong background building and maintaining production systems using Java, Kotlin, or other object-oriented languages.
• Experience designing and operating APIs and services that support customer-facing or internal tools.
• Proficient with AI tooling such as Cursor, Claude, and MCP servers
• Proven ability to own complex features or projects end-to-end, from design through production and iteration.
• Experience shipping and operating business-critical systems with a focus on reliability, performance, and operational excellence.
• Ability to collaborate effectively across teams and communicate technical concepts clearly to both technical and non-technical partners.