Senior Principal Software Engineer
Job Summary
As the Senior Principal Software Engineer for Support Tech, this full-time remote position will define and drive the multi-year technical strategy for the support platform, ensuring alignment with company goals while leading architectural direction for critical capabilities that enhance customer and agent support experiences.
Key responsibilities
- Define and drive the multi-year technical strategy for the Support Tech platform, aligning with company goals and customer experience outcomes
- Lead architectural direction for platform capabilities, including AI-assisted support systems and internal agent tooling
- Evaluate and de-risk major technical investments, ensuring systems operate as a coherent and extensible platform
Required qualifications
- 10+ years of experience in software engineering with a focus on large-scale distributed systems and customer-facing platforms
- Demonstrated experience defining technical strategy or architecture for complex platforms across multiple systems and teams
- Strong systems thinking and platform design experience, with the ability to connect individual services into coherent ecosystems
- Proven ability to lead high-impact architectural decisions and guide organizations through complex technical transitions
- Experience working on customer experience platforms or complex operational software environments is strongly preferred
Complete Job Description
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