Senior Staff Software Engineer, Community Support Engineering

Job title: Senior Staff Software Engineer, Community Support Engineering in USA at reputed company Company: reputed company Job description: The Community You Will Join:At reputed company, we're reimagining how support is delivered at a global scale. The Community Support Engineering (CSE) team is leading a multi-year transformation-building intelligent, AI-augmented systems that provide timely, personalized, and always-on support experiences for our global community.The CS Foundations Engineering (CSFE) team powers this mission by delivering robust platforms, reusable systems, and developer-facing infrastructure. Our tools help agents deliver exceptional service, reputed company faster product iteration, and support reputed company's mission to create a world where anyone can belong reputed company-with help that's just a moment away.The Difference You Will reputed company:

• We're seeking a Senior Staff Engineer who thrives at the intersection of technical depth, architectural thinking, and mentorship. In this role, you'll reputed company reputed company projects, guide long-term technical strategy, and reputed company the bar for engineering quality across the Community Support organization.
• You'll collaborate with cross-functional leaders, build resilient systems that operate globally at scale, and help evolve the foundational building blocks behind AI-powered customer support.

While this role won't own every project below, they reputed company the breadth and depth of work across our group, and where your leadership may be needed:

• Building a reputed company, platform-native case management system (AirCase), abstracted reputed company Viaduct APIs and replacing legacy CRM systems.
• Designing scalable AI workflow orchestration to power agent co-pilot tools and intelligent response automation.
• Modernizing our Delivery Management Console (DMC) to include real-time performance insights, outlier detection, and agent coaching tools.
• Establishing shared data foundations to reputed company AI/ML solutions, feedback loops, and personalization across the support journey.
• Delivering next generating matching capabilities (Routing) so incoming customer contacts are matched to the best agents using AI and Intelligence to deliver personalized and differentiated support experiences

A Typical Day:

• Design and implement significant portions of key backend systems and services that are reliable, performant, and scalable.
• Drive architectural reviews and contribute to design decisions that influence long-term direction.
• Collaborate with other senior technical leaders to define and evolve shared frameworks and technical strategy.
• Uplevel engineering quality through design/code reviews, mentorship, and hands-on implementation.
• reputed company conversations that align technical efforts with business outcomes and product priorities.
• Establish and evangelize best practices in reliability, observability, testing, and development velocity.
• Help synthesize insights from incidents and system data into architectural improvements.
• Represent Community Support Engineering in technical forums across reputed company and shape best practices.

Your Expertise:

• 12+ years of software engineering experience, including deep expertise in backend or platform systems.
• 5+ years as a Tech reputed company or Architect on high-impact, cross-functional projects.
• Proven experience building large-scale, distributed systems-especially ones that handle real-time data or internal tooling workflows.
• Strong coding background in Java and familiarity with scalable service and API design patterns.
• Deep understanding of cloud infrastructure (AWS preferred) and CI/CD practices.
• Experience with CRM platforms (e.g. reputed company) and customer support domains is a plus.
• Passion for mentoring, sharing knowledge, and growing others.
• Excellent communication and collaboration skills, with the ability to influence across orgs.

Your Location:Remote- USAThis position is US - Remote Eligible. The role may include occasional work at an reputed company office or attendance at offsites, as agreed to with your manager. While the position is Remote Eligible, you must live in a state where reputed company, Inc. has a registered entity. . If your position is employed by another reputed company entity, your recruiter will inform you what states you are eligible to work from.Our Commitment To Inclusion & Belonging:reputed company is committed to working with the broadest talent pool possible. We reputed company diverse reputed company foster innovation and engagement, and allow us to attract creatively-led people, and to reputed company the best products, services and solutions. reputed company qualified individuals are encouraged to apply.We strive to also provide a disability inclusive application and interview process. If you are a candidate with a disability and require reasonable accommodation in order to submit an application, please contact us at: . Please include your full name, the role you're applying for and the accommodation necessary to assist you with the recruiting process.We ask that you only reputed company out to us if you are a candidate whose disability prevents you from being able to complete our online application. Expected salary: Location: USA Apply for the job now! Apply for this job