Software Engineer, Customer Experience

Who you are

You have a strong background in software engineering with a focus on backend development — your experience includes building scalable systems that handle high volumes of user interactions. You are proficient in JavaScript and have a solid understanding of frameworks like React and Node.js, which you have used to create dynamic user-facing applications. Your problem-solving skills are top-notch, allowing you to tackle complex technical issues efficiently and effectively.

You thrive in collaborative environments — working closely with cross-functional teams, including product managers and designers, to deliver high-quality solutions that meet customer needs. You have a keen eye for detail and are committed to maintaining high standards in your code and architecture. Your experience with customer support platforms or similar systems is a plus, as you understand the importance of user satisfaction in e-commerce.

You are passionate about innovation and continuously seek to improve processes and systems — you enjoy experimenting with new technologies and methodologies to enhance the user experience. You are also comfortable with AI-powered solutions, as you will be involved in designing intelligent automations to streamline customer support operations.

Desirable

Experience with cloud platforms such as AWS or Azure would be beneficial, as you will be working on scaling infrastructure to support Whatnot's rapid growth. Familiarity with agile methodologies and tools like Jira or Trello will help you navigate the project management aspects of your role. You are open to mentoring junior engineers, sharing your knowledge, and contributing to a culture of learning and growth within the team.

What you'll do

As a Lead Backend Engineer at Whatnot, you will play a crucial role in building and enhancing the Customer Support platform — your primary focus will be on developing user-facing experiences that are intuitive and efficient. You will collaborate with product and design teams to understand user requirements and translate them into technical specifications. Your expertise will guide the architecture and implementation of backend services that support high-volume customer interactions.

You will also be responsible for scaling internal infrastructure to handle the increasing complexity of support needs — this includes optimizing existing systems and implementing new solutions that improve response times and customer satisfaction. Your work will directly impact the efficiency of customer support operations, enabling the team to resolve issues quickly and reliably.

In addition to development tasks, you will lead initiatives to integrate AI-powered automations into the support platform — this will involve researching and implementing machine learning models that can assist in resolving common customer queries. You will work closely with data scientists and other engineers to ensure these solutions are effective and user-friendly.

You will participate in code reviews and provide mentorship to junior engineers, fostering a collaborative and supportive team environment. Your leadership will help shape the technical direction of the team and ensure that best practices are followed in software development.

What we offer

Whatnot offers a dynamic work environment where innovation is encouraged — you will have the opportunity to work on cutting-edge technologies and contribute to a rapidly growing platform. We value diversity and believe that a variety of perspectives leads to better solutions. Our team is committed to creating a culture of respect and support, where everyone can thrive.

We provide competitive compensation and benefits, including flexible work arrangements that allow for a healthy work-life balance. You will have access to professional development resources and opportunities to grow your skills and advance your career within the company. Join us as we redefine e-commerce and create a vibrant community for buyers and sellers alike.