Senior Software Engineer 2, Community Support

Zwift

1d•Remote

About The Position

As an experienced technical leader in our software development team, you will be responsible for partnering closely with our Community Support team and other engineers to design, develop, and launch solutions that will help us provide world-class support to our community of over one million active Zwifters all over the world. These tools and systems are crucial in ensuring that customers can easily get help on any questions about Zwift, including hardware and subscription purchases to get in the game, and any new products, features, or partnership support in the future. You'll be part of a passionate team with a clear focus on supporting Zwift's customer base and playing a key role in the success of the business, and will work across many of our product, engineering, and infrastructure teams. Success in this role involves consistently delivering high-quality, maintainable code, and meeting project deadlines. The ideal candidate will effectively collaborate with cross-functional teams, proactively solve complex technical challenges, and continuously seek opportunities for improvement. Additionally, they will contribute to customer satisfaction, take full ownership of their work, bring innovative ideas, and foster positive team dynamics.

Requirements

Bachelor’s degree in Computer Science, Software Engineering, or similar discipline.
7+ years of relevant software engineering experience and 3+ years of full stack web/backend development experience.
Excellent communication skills with both technical and non-technical audiences.
Demonstrated ability to work with high independence in situations where technology strategies may not yet be defined.
Proficiency in front-end technologies and modern web development frameworks (e.g., React, Angular, Vue.js, etc.).
Strong back-end development skills with experience in languages such as Java, Kotlin, Node.js, Python, or similar.
Experience with relational databases and distributed event streaming technologies (Kafka, etc.).
Expertise in modern API design, development, and microservice architectures.
Strong working knowledge of CI/CD pipelines and automated testing frameworks.
Ability to solve complex problems through breadth of knowledge, influencing others, and focused domain expertise.
Track record of leading by example in engineering best practices and mentoring other engineers.
Adaptability and eagerness to learn new technologies as needed.

Nice To Haves

Experience using, configuring and integrating contact center and community support tools, including: Contact Center CRM applications (e.g., Kustomer, Zendesk, Salesforce, Oracle ServiceCloud).
Automated support deflection tools (e.g. Zoom Virtual Assistant, Kustomer, or similar).
Knowledge Base systems (e.g., Kustomer, Zendesk, Guru, Stonely, Yext)
Support Voice applications (e.g., Five9, AirCall, Talkdesk, Freshcaller, Amazon Connect, Avaya).
Peer-to-Peer forum moderation tools (e.g., Discourse, PlushForums).
Social Media Support (e.g., Sprout Social, Hootsuite, etc.).
Experience with AI, ML, and LLM systems applied to the customer care domain (e.g. ChatGPT, Claude, Gemini, or similar).
Experience defining and producing metrics and analytics, and using data analysis and business intelligence tools in data-driven decision making (e.g., Amplitude, Tableau, OpenSearch, or similar).
Solid working knowledge of cloud-based infrastructure and AWS.
Familiarity with containerization and orchestration tools (e.g., Docker, Kubernetes, etc.).
Experience working in Agile development environments (e.g., Scrum, Kanban).
Experience working with experimentation and feature flag systems (e.g. Amplitude, Optimizely, LaunchDarkly, or similar).
Experience with non-relational databases.
Experience monitoring and engaging in community feedback.
Familiarity with fundamentals of The Effortless Experience.
Interest in building solutions that support our engaged Zwift Community of cyclists, runners, and fitness enthusiasts.

Responsibilities

Partner closely with stakeholders in Zwift's Community Support organization and other engineering teams to define requirements, make trade-offs, and deliver end-to-end technical solutions, including the full software development life cycle.
Identify and recommend improvements in tools and processes which can improve our customers' experience and the efficiency of our Community Support organization.
Establish a deep understanding of the team's technical architecture.
Write clean, efficient, testable, and maintainable code for both front-end and back-end systems.
Conduct code reviews and ensure code quality through automated testing (e.g., unit testing, integration testing, and similar).
Participate in agile development processes, including sprint planning, stand-ups, and retrospectives.
Streamline team processes, creating mechanisms to reduce development churn and minimize technical debt.
Participate in on-call support, monitoring, and troubleshooting of all services owned by the team.
Implement best practices for scalability, maintainability, security, and system performance.
Lean into industry trends, especially in AI, ML, and LLMs, exploring opportunities to leverage these capabilities in new and innovative ways for Community Support applications.