Staff Software Engineer II, Customer Support & Services

Company Description
Etsy is the global marketplace for unique and creative goods. We build, power, and evolve the tools and technologies that connect millions of entrepreneurs with millions of buyers around the world. As an Etsy Inc. employee, whether a team member of Etsy, Reverb, or Depop, you will tackle unique, meaningful, and large-scale problems alongside passionate coworkers, all the while making a rewarding impact and Keeping Commerce Human.

Salary Range:

Etsy is the global marketplace for unique and creative goods. We build, power, and evolve the tools and technologies that connect millions of entrepreneurs with millions of buyers around the world. As an Etsy Inc. employee, whether a team member of Etsy, Reverb, or Depop, you will tackle unique, meaningful, and large-scale problems alongside passionate coworkers, all the while making a rewarding impact and Keeping Commerce Human.

What’s the role?

As a Staff Software Engineer II in the Customer Support & Services (CSS) department, you’ll be a leader in our initiative, driving architectural and technical strategy across our teams. This role blends hands-on engineering with strategic leadership. You’ll be responsible for guiding our tools and platforms towards a cohesive vision, ensuring they align with business priorities and unlock new opportunities by incorporating the latest industry capabilities.

This is a full-time position reporting to the Director of Engineering, CSS. In addition to salary, you will also be eligible for an equity package, an annual performance bonus, and our competitive benefits that support you and your family as part of your total rewards package at Etsy. 

For this role, we are considering candidates based in the United States. Candidates living within commutable distance of Etsy’s Brooklyn Office Hub or in the San Francisco Bay Area may be the first to be considered. For candidates within commutable distance, Etsy requires in-office attendance once or twice per week depending on your proximity to the office. Etsy offers different work modes to meet the variety of needs and preferences of our team. Learn more details about our work modes and workplace safety policies here.

What’s this team like at Etsy?

The Customer Support and Services department is focused on making support delightful, helping our customers (both buyers and sellers) love Etsy, and turning them into brand advocates. We provide support when customers have a great experience with Etsy and provide support when things go wrong - making it right. This department’s focus is on developing and maintaining the platforms, tools, and systems necessary for delivering a best-in-class support experience for our ever-expanding group of buyers and sellers. Our team is a cross-functional group consisting of engineering managers, full-stack engineers, and application engineers, with support from product, research, data analytics and operations. This is a distributed team with members located throughout the US, Ireland, and Mexico.

What does the day-to-day look like?

• Lead the design, implementation and maintenance of sophisticated systems

• Help define and influence architectural and strategic direction for the CSS department and proactively identify areas for technical innovation and improvement

• Collaborate closely with engineering managers, engineers, product managers, data scientists, and machine learning engineers to design robust end-to-end solutions and incorporate industry trends that can drive business value

• Research commercial and open-source solutions, and make build vs buy recommendations to bring new capabilities into the technology organization

• Enhance existing systems to add new functionality, and to improve performance, stability, quality, and security

• Advocate for high standards; make quality-of-life improvements to the codebase; and help limit the growth of technical debt

• Building alignment and support for your ideas is crucial—expect to create presentations, write technical documentation, and share insights widely across a variety of stakeholders

• Of course, this is just a sample of the kinds of work this role will require! You should assume that your role will encompass other tasks, too, and that your job duties and responsibilities may change from time to time at Etsy's discretion, or otherwise applicable with local law.

Qualities that will help you thrive in this role are:

• Proven industry experience as a technology thought partner

• Ability to balance hands-on engineering with strategic planning

• Strong communication skills for influencing across teams and leadership levels

• Ability to guide architectural direction while being receptive to feedback

• Collaborative mindset, comfortable working with a diverse range of roles and departments

• Enjoys mentoring and growing other engineers

• Hands-on experience integrating and working with Large Language Models (LLMs) and APIs

• You are familiar with web technologies (HTML, CSS, JavaScript/TypeScript etc.)

• You are familiar with the PHP programming language

What's Next

If you're interested in joining the team at Etsy, please share your resume with us and feel free to include a cover letter if you'd like. As we hope you've seen already, Etsy is a place that values individuality and variety. We don't want you to be like everyone else -- we want you to be like you! So tell us what you're all about.

Our Promise

At Etsy, we believe that a diverse, equitable and inclusive workplace furthers relevance, resilience, and longevity. We encourage people from all backgrounds, ages, abilities, and experiences to apply. Etsy is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If, due to a disability, you need an accommodation during any part of the interview process, please let your recruiter know. While Etsy supports visa sponsorship, sponsorship opportunities may be limited to certain roles and skills.

Additional Information

What's Next
If you're interested in joining the team at Etsy, please share your resume with us and feel free to include a cover letter if you'd like. As we hope you've seen already, Etsy is a place that values individuality and variety. We don't want you to be like everyone else -- we want you to be like you! So tell us what you're all about.

Our Promise
At Etsy, we believe that a diverse, equitable and inclusive workplace furthers relevance, resilience, and longevity. We encourage people from all backgrounds, ages, abilities, and experiences to apply. Etsy is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If, due to a disability, you need an accommodation during any part of the interview process, please let your recruiter know. While Etsy supports visa sponsorship, sponsorship opportunities may be limited to certain roles and skills.