Senior Software Engineer

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Develop comprehensive full-stack features utilizing React/TypeScript for frontends and Go for backend services focused on Help Center, chat, and agent-facing workflows.

• Collaborate with Product, Design, CX Ops, and engineering teams to deliver both self-service and assisted-support experiences.

• Take ownership of APIs, service integrations, and UI flows that connect Surfaces with CEE Foundations and Intelligence capabilities.

• Enhance customer experience outcomes through experimentation, instrumentation, and iterative delivery processes.

• Utilize metrics such as containment, AtR, CSAT, and escalation rates to inform decisions.

• Incorporate AI/ML and vendor capabilities into customer and agent experiences while ensuring guardrails, observability, and disciplined rollouts.

• Engage in on-call rotations, incident response, debugging, and improvements in reliability.

• Provide mentorship to engineers on full-stack design, testing, and deployment methodologies.

⛳️ Requirements

• Over 5 years of software engineering experience in building and managing production-level full-stack web applications.

• Proficient in React or comparable modern frontend frameworks, TypeScript, and backend API development using Go.

• Experience in designing and delivering customer-facing experiences in collaboration with Product and Design teams.

• Background in distributed systems and production fundamentals, including API design, caching, observability, debugging, incident response, and operational reliability.

• Experience in integrating AI/ML or third-party platform capabilities within production applications.

• Strong engineering discipline around guardrails, testing, and rollout processes.

• Proven track record of achieving measurable product outcomes in cross-functional team settings.

• Ability to navigate ambiguous problem spaces and convert them into effective solutions.

• Responsible utilization of generative AI tools and copilots like LibreChat, Gemini, and Glean.

• Capability to implement human-in-the-loop practices while maintaining human oversight.

• Must be able to work remotely from Brazil.

🏝️ Benefits

• Eligibility for equity and bonuses.

• Comprehensive medical, dental, and vision benefits.

• Quarterly in-person working sessions referred to as “surges.”

• Reasonable accommodations for individuals with disabilities.

• Provision of a free compatible screen reader for applicants requiring screen-reading technology.