Principal Software Engineer, Service Hub

POS-31593

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About the Team

Service Hub is an AI-powered customer service solution that can deliver delightful support with unified customer insights. Service Hub has everything customers need to scale support, drive retention, and increase customer value — all in one place. This is a fast growing product line leveraging AI in a thoughtful way to create the tools needed for Human/AI hybrid teams to drive the best outcomes for customers.

About the Role

We’re looking for a Principal Software Engineer to help shape the technical future of Service Hub focusing primarily on Front End. This is a very hands-on role. You’ll write code, dive into applications, review tough designs, improve performance of real time tools, debug messy systems, and directly drive the architecture behind some of the most critical surfaces in our key products: Customer Agent, Helpdesk, Customer Success, and Omnichannel Platform.

Key Expectations

• Front-end Architectural Leadership for the whole product line, setting standards and creating tools and libraries for effective front-end development.
• Work with the platform Front-end as a Service (FaaS) group to ensure that problems are handled at the right level of abstraction to support developer productivity.
• Set the standard for performance and reliability ensuring that we have the metrics and monitoring to discover issues and solve them in a way that benefits all product groups in the product line.
• Hands-on, High-Leverage Contributor: You ship production code. You will lead the development of high-impact initiatives, moving from prototypes to production scale systems with ease..
• Technical Mentorship & Multiplier: You will elevate the entire engineering org. You’ll mentor senior engineers on best practices and techniques for creating responsive and delightful user interfaces.
• Cross-Functional Influence: Partner with Product, UX and UXR to discover and act on the biggest opportunities for improving our applications.
• Rapid AI Fluency: Willingness to learn and keep abreast of developments in AI both as a tool to speed up development and opportunities for creating better experiences for our customers.

What You Bring

• User-First Mindset: You have a track record of building products that people love. You advocate for the end-user in design reviews and are willing to pivot technical strategies if it means a better outcome for the customer.
• Proven Expertise in Frontend Systems: You have experience building very high usage, low-latency user interfaces with strict SLAs.
• Technical Proficiency: Deep expertise in the major Frontend architectural styles, and experience with key frameworks and languages for Frontend development.
• Systems Thinking: You think about problems from a systems perspective not just a single application or on Frontend. You must have the ability to partner with senior backend developers to come up with the best overall solution.
• A Bias for Action: You prefer a working prototype over a 20-page design doc. You have a habit of turning ambiguity into clear plans and working software.
• Product Intuition: You care about the "why" behind the "what." You understand the pain points of GTM professionals (especially service) and build technology that solves them.