Senior Software Engineer

Overview

Build and scale the customer- and agent-facing support experiences that power Help Center, chat, in-product entry points, and agent tools on the CEE Surfaces team within Coinbase's Customer Experience and Engagement org.

What you'll do

• Build end-to-end full-stack features across React/TypeScript frontends and Go backend services for Help Center, chat, and agent-facing workflows.
• Partner with Product, Design, CX Ops, and peer engineering teams to turn high-volume customer problems into intuitive self-serve and assisted-support experiences.
• Own APIs, service integrations, and UI flows that connect Surfaces with CEE Foundations and Intelligence capabilities, including routing, procedures, data-plane integrations, and evaluation systems.
• Drive CX outcomes through experimentation, instrumentation, and iterative delivery, using metrics such as containment, AtR, CSAT, and escalation rates.
• Lead integration of AI/ML and vendor capabilities into customer and agent experiences with appropriate guardrails, observability, and rollout discipline.
• Strengthen production reliability through on-call participation, incident response, debugging, and mentoring engineers on full-stack design, testing, and deployment practices.

What you'll need

• 5+ years of software engineering experience building and operating production full-stack web applications.
• Hands-on proficiency in React (or similar modern frontend frameworks) with TypeScript.
• Backend API development in Go.
• Demonstrated experience designing and shipping customer-facing experiences in close partnership with Product and Design, not solely backend or platform systems.
• Proven track record with distributed systems and production fundamentals including API design, caching, observability, debugging, incident response, and operational reliability.
• Experience integrating AI/ML or third-party platform capabilities into production applications with engineering rigor around guardrails, testing, and rollout.
• Track record of delivering measurable product outcomes across cross-functional teams, including translating ambiguous problem spaces into shipped solutions.
• Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.
• Demonstrates the ability to responsibly use generative AI tools and copilots (e.g., LibreChat, Gemini, Glean) in daily workflows, continuously learn as tools evolve, and apply human-in-the-loop practices to deliver business-ready outputs and drive measurable improvements in efficiency, cost, and quality.

Details

• Remote-first, but not remote-only; expect to get together quarterly for in-person working sessions called "surges".
• Annual base salary range (excluding equity and bonus): R$443.460 — R$466.800 BRL.
• Application limit: maximum of 3 applications within a 6-month period.