Software Engineering • Senior

Who you are

You have 5+ years of experience in software engineering, particularly in building scalable applications that enhance customer service operations. Your background includes a strong understanding of AI technologies and their application in real-world scenarios, allowing you to create innovative solutions that improve user experiences.

You possess deep expertise in programming languages such as Java and Python, enabling you to develop robust applications that integrate seamlessly with AI systems. Your experience with data engineering ensures that you can handle complex data structures and optimize data flows for high-precision outcomes.

You are a proactive problem solver who enjoys tackling engineering challenges. You see support operations not just as a task but as an opportunity to innovate and refine processes, turning customer interactions into valuable insights.

Your ability to collaborate with cross-functional teams is exceptional. You can lead technical integrations between AI systems and user interfaces, ensuring that complex support issues are resolved autonomously and efficiently.

Desirable

Experience with automation tools and frameworks is a plus, as is familiarity with ticketing systems and customer support workflows. You are comfortable working in a fast-paced environment and can adapt to changing requirements while maintaining a focus on delivering high-quality solutions.

What you'll do

In this role, you will be responsible for building AI-native support tooling that powers automated email responses and ticket triaging. You will develop internal applications that streamline non-support inquiries, ensuring that our AI-driven model delivers exceptional service.

You will orchestrate collaborations between our internal AI fleet and external agent interfaces, leading the technical integration necessary to resolve complex support issues autonomously. Your work will directly impact our global support metrics and enhance our competitive standing in the market.

You will prioritize determinism at the data layer, building serialization formats and context-retrieval systems that provide agents with the precise information needed for high-precision outcomes. Your focus on optimization and benchmarking will help implement a culture of continuous improvement within the support operations.

You will analyze workflows to identify patterns and abstract them into repeatable, automated AI microservices, contributing to the development of a sophisticated support engine for our global operations.

What we offer

At TripActions, we believe in the power of extraordinary customer service as a competitive advantage. You will be part of a team that views support as a product to refine, not just a backlog to manage. We encourage you to apply even if your experience doesn't match every requirement, as we value curiosity and a growth mindset.

You will have the opportunity to work in a dynamic environment where your contributions will have a direct impact on our operations and customer satisfaction. We offer competitive compensation and benefits, along with a culture that fosters innovation and collaboration.