Staff Backend Engineer (Customer Experience)

Quick Facts

• Role: Staff+ Backend Engineer for a Customer Experience (CX) platform

• Work focus: support intake and routing, CX inbox, AI-assisted support, refunds and returns, and end-to-end backend workflows

• Leadership: technical direction and hands-on architecture across multi-team initiatives

Description

You will help build the backend systems that power a world-class customer experience platform, supporting buyers, sellers, support channels, and post-purchase outcomes. The work spans support intake/routing, CX inbox, AI-powered support, refunds/returns, and automation that connects customer context to the right system or team. You will lead architecture and delivery, making tradeoffs between near-term customer impact and long-term platform health.

Responsibilities

• Lead architecture and delivery across multi-team CX initiatives

• Set technical direction for next-generation CX systems and measurable, safe AI-assisted support

• Build configurable, observable, and testable automation to improve support outcomes

• Improve how support requests and conversations connect across surfaces

• Strengthen backend workflows that carry a case through decisions, refunds, returns, and follow-up

• Partner with CX, Product, Operations, AI, Payments, Logistics, Trust, and other engineering teams

• Drive reliability, safe change, testing, and recoverable workflows

• Raise the technical bar through design reviews and mentorship

Requirements

• 9+ years of software engineering experience, including technical leadership on complex backend systems

• Meaningful experience building customer support, service, marketplace post-purchase, or other operationally complex customer-facing systems

• Track record of designing, building, and operating reliable, high-scale backend services and end-to-end product experiences

• Ability to identify foundational investments, set clear technical direction, and evolve legacy systems

• End-to-end ownership from discovery and design through launch, measurement, reliability, and iteration

• Product and operational judgment balancing customer experience, support quality, cost, trust, and speed

• A quality and reliability mindset focused on observability, safe change, testing, and ownership

• Staff-level leadership via design reviews, mentorship, and communication across ambiguity

• Collaboration and inclusive teammate behaviors

Benefits

• Generous holiday and time off policy

• Health insurance options: medical, dental, vision

• Work from home support and home office setup allowance

• Monthly allowance for cell phone and internet

• Care benefits, monthly wellness allowance, and childcare annual allowance

• Lifetime benefit for family planning (e.g., adoption or fertility expenses)

• Retirement: 401k with employer match up to 4% in the US; pension plans internationally

• Monthly allowance to dogfood the app

• Parental leave: 16 weeks paid parental leave plus one month gradual return to work

• Expectation: develop deep understanding of the product via dogfooding