Staff Software Developer, Support Experience

4 weeks ago


Old Toronto Ontario, CA Robinhood Full time
About the team + role

The Support Experience team’s mission is to provide the highest quality customer support at scale. The team owns the end to end customer facing support experience across backend, iOS, android and web. The team's goal is to help customers resolve their issues in a fast and seamless manner. Some of the functional areas the team is responsible for includes chatbot, support hub, support entry points, customer issue classification, help centre, self-serve flow, phone/chat channel, routing, taxonomy and more.

As a Staff Software Engineer on the support experience team, you will lead this domain, responsible for major technical decisions and the overall architecture. You will lead highly visible projects including Robinhood's chatbot to meet ambitious business goals.

What you’ll do
  • Be accountable for large projects of high complexity (product, technical, and/or organizational).
  • You identify new technical opportunities, processes or quality improvements and works to realize impact
  • Lead cross functional collaboration across product and multiple engineering teams
  • Provide technical guidance and mentorship to other engineers and help shape the engineering culture of the team and organization
  • Build consensus about technical matters within the team and with partner engineering teams; skilfully handle non-trivial cross-functional interactions.
What you bring
  • Proven track record in owning and evolving large systems by setting vision and successfully executing with a team to achieve it
  • Thrives in a fast pace environment and is excited by ambiguous/complex technical problems
  • Exceptional collaboration and communication skills to drive long term technical direction
  • Excellent written and communication skills
  • Leadership qualities to enhance the engineering culture of the team and organization
  • 8+ years of relevant engineering experience

Our team is here to enable an inclusive and welcoming interview experience for all candidates. If you need additional assistance throughout the interview process related to a physical or mental condition, or if there is something our team can do to enable a more accessible experience at any time, please notify our team by completing this Applicant Accommodation Form.

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