Principal Software Engineer, Support Tech

Responsibilities

• Define and drive the multi-year technical strategy for the
• Support Tech platform, ensuring alignment with company goals and long-term customer experience outcomes.
• Lead architectural direction for critical platform capabilities that support customer and agent support experiences, including contact center infrastructure, AI-assisted support systems, and internal agent tooling.
• Evaluate and de-risk major technical investments such as platform migrations, vendor integrations, and large-scale architectural changes.
• Ensure that evolving systems across
• Support Tech operate as a coherent and extensible platform rather than a collection of disconnected tools or services.
• Partner with product, design, and Care leadership to translate strategic goals into scalable technical solutions that improve support outcomes and operational efficiency.
• Establish architectural principles and engineering standards that guide teams toward durable, scalable platform solutions.
• Provide technical leadership and mentorship to senior engineers, helping raise the overall engineering bar across the
• Support Tech organization.

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