Software Engineer II - Active Support

StubHub•New York, NY

2d•$165,000 - $200,000•Hybrid

About The Position

The Active Support team is transforming post-purchase experiences for our users. Our mission is to resolve as many customer issues as possible instantly, without a live agent, while ensuring exceptional service when human support is needed. This role sits at the intersection of product, platform, and customer experience. You won’t just optimize existing flows; you’ll define how customers experience StubHub after purchasing and building the systems that power it. As a Software Engineer II, you’ll shape the customer journey beyond checkout by building proactive support experiences that reduce anxiety and build trust during high-emotion moments. You’ll lead 0 to 1 initiatives, modernize the platform powering our email and SMS communications, and help evolve our entire post purchase experience, one of our most heavily used customer surfaces. This role is ideal for engineers who care deeply about consumer experience, product craftsmanship, and building elegant systems at scale. You’ll influence foundational platform decisions and directly impact how millions of customers engage with StubHub.

Requirements

3 Years of experience building across a modern stack with technologies like Java, Go, Python, React, React Native, Vue, Angular, and Next.js
Create polished, high-performance user experiences with a strong focus on UI craftsmanship and design systems.
Work across the full-stack using JavaScript and TypeScript to power consumer experiences at a global scale.
Built and shipped polished, customer-facing products on a global scale.
Drove measurable impact across key customer and business metrics like engagement, conversion, and CSAT.
Strong product intuition for high-stakes, trust-critical customer moments.
Passion for crafting elegant, high-performance experiences through thoughtful design systems and UI detail.
Thrive in ambiguity and turn complex problems into simple, intuitive experiences customers love to use.
Work seamlessly across APIs, backend systems, and real-time data flows.
Proven ability to improve latency, reliability, and scalability at scale.
Think in systems across frontend, backend, and communications (email/SMS) to deliver cohesive, end-to-end experiences.
Focus on improving real customer moments; reducing anxiety, increasing trust, and creating smoother post-purchase experiences.
Track record of driving measurable improvements in engagement, self-service adoption, CSAT, or operational efficiency.
Comfortable working in fast-moving, experiment-driven environments where teams iterate quickly based on customer behavior and data.
Able to clearly communicate tradeoffs, product impact, and technical decisions across engineering, product, and leadership teams.

Nice To Haves

Mentor junior engineers.
Engineers think holistically about customer experience, product quality, business impact, and emerging AI-powered experiences; including agentic workflows that help automate and improve customer support at scale.
Work alongside highly collaborative engineers to shape technical direction, influence architecture at scale, while building customer experiences used by millions.
Grow quickly through regular feedback, and hands-on learning that helps you sharpen both your technical skills and product thinking.
The impact you’ve made matters more than matching every technology exactly.

Responsibilities

Design intuitive flows for complex post-purchase scenarios like orders, replacements, and refunds.
Own high-scale customer experiences used by millions of fans.
Partner closely with Product, Design, and AI teams to ship polished experiences quickly.
Build reliable agentic AI-powered interactions using Claude and OpenAI.
Improve performance, scalability, and reliability across core consumer surfaces.
Use data and experimentation to continuously improve customer experience at scale.