Key skills
Full stack web developmentReactAngularVue.jsJavaKotlinNode.jsPythonRelational databasesKafkaAPI designMicroservice architecturesCI/CD pipelinesAutomated testing frameworksContact Center CRM applicationsAutomated support deflection toolsKnowledge Base systemsSupport Voice applicationsPeer-to-Peer forum moderation toolsSocial Media SupportAI systemsML systemsLLM systemsData analysisBusiness intelligence toolsAWSDockerKubernetesAgile developmentExperimentation and feature flag systemsNon-relational databasesAIMLLLMClaudeGeminiAnalyticsBusiness IntelligenceTableauVueUnit TestingIntegration TestingOracleEvent StreamingSalesforceCRMAgileScrumKanbanCI/CDMentoringCommunicationDecision Making
About this role
Zwift is a dynamic company focused on providing an engaging experience for its community of cyclists and fitness enthusiasts. They are seeking a talented Senior Software Engineer to develop and launch technical solutions that enhance community support and customer satisfaction.
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
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
- 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