Staff Software Engineer, Community Support

Seniority Level: Mid-Senior

Location: Remote - Eligible US Locations

About the role and about You:

Are you a talented and motivated Software Engineer looking to make a significant impact at Zwift, both internally and externally? Do you enjoy digging into new and emerging technologies and integrating them with existing tools to solve problems in new ways? Do you thrive in a dynamic environment where your contributions drive measurable business value? If so, we want you on our team at Zwift!

As an experienced technical leader in our software development team, you will be responsible for partnering closely with our Community Support team to design, develop, and launch solutions that will help us provide world-class support to our community of over one million active Zwifters. These Customer Support 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 engineering 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. 

If you’re ready to take your career to the next level, apply today!

What you’ll do:

• Partner closely with stakeholders in Zwift's Community Support organization and related teams to define requirements, build a roadmap, 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 company's technical architecture and the implications of key technical decisions.
• 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, daily stand-ups, and retrospectives.
• Build and evangelize effective processes to eliminate technical risk and 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.

What we’re looking for:

• Bachelor’s degree in Computer Science, Software Engineering, or similar discipline.
• 8+ years of relevant software engineering experience and 3+ years of full stack web development experience.
• 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, Stonely, Yext)
• Support Voice applications (e.g., 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.).
• Excellent communication skills with both technical and non-technical audiences.
• Demonstrated ability to work with full independence in situations where business problems and 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, Node.js, Python, or similar.
• Experience with relational and non-relational database technologies.
• 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.

Bonus points:

• 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. Optimizely, or similar).
• Experience monitoring community feedback and engaging where appropriate.
• Familiarity with fundamentals of The Effortless Experience.
• Interest in building solutions that support our engaged Zwift Community of cyclists, runners, and fitness enthusiasts.

For All US Based Full-Time Positions:

The base salary for this position ranges between $149,500 to $238,500. The base salary will be based on a number of factors including the role offered, the individual's job-related knowledge, skills, qualifications, and geographic location. In addition to base salary, Zwift is proud to offer a comprehensive and competitive benefits package for all eligible employees which also includes performance bonuses, equity, and a full range of medical, financial, and other perks and benefits.