Software Engineer - Shared Services

Your customers are internal: our agents in Manila, our Ops Leads and Team Leads, our Customer Success team, and our enterprise clients when they escalate technical issues. Every day, these groups file tickets describing things that are broken, slow, missing, or could be automated. Your job is to work through that queue, ship fixes, and build the tooling that compounds over time.

This is not a roadmap-driven engineering role. You are not waiting for a PM to scope work. You are reading tickets, asking the right clarifying questions, prioritizing what matters, and shipping working code fast.

You report into Engineering and partner directly with the Head of Operations and the Head of Shared Services Operations.

What You Will Do Every Day

• Triage incoming tickets from agents, Team Leads, Customer Success, and clients
• Diagnose the underlying problem (often it is not what the ticket says)
• Ship fixes, automations, and small tools that solve the immediate need
• Identify patterns across tickets and build durable solutions that prevent the same ticket from coming back
• Pair with operations users to validate that your fix actually worked
• Maintain and improve the internal tools you build over time

What You Will Build

Examples of work you would own:

• An anomaly detector that flags AI replies violating OTA platform rules (Airbnb, VRBO ToS) before they reach the guest
• A daily QA sampling tool that scores AI and agent responses and routes failures back into the knowledge base
• A scheduling system that matches agent shifts to guest volume curves by hour and channel
• A real-time operational dashboard pulling from Tailwind, Aircall, and HubSpot
• Integrations between internal tools that today are connected by manual data exports
• One-off scripts that solve a specific client or agent ticket and live as long as they need to
• AI workflows that automate repetitive operational tasks (escalation routing, KB gap detection, client reporting)

Some of what you ship will be polished products that live for years. Some will be quick scripts that solve one ticket and never run again. Both matter.

What This Role Is Not

• Not a customer-facing platform engineering role. You are not shipping product code to clients
• Not a back-office IT role. You are building real software with real users
• Not a project manager wrapped in an engineer title. You write code daily

• Not a role where you wait for tickets to be perfectly scoped before you start. You scope them yourself, How You Will Work

• Embedded directly with Shared Services daily
• Ticket queue is your primary input (Slack, ClickUp, email, escalations from CS)
• Weekly syncs with Head of Operations and Head of Shared Services Operations to align on priorities
• Async collaboration with the broader Engineering team
• You own scoping, building, testing, and deployment of your work
• We expect 4 hours of overlap with Miami time (Eastern Time) daily

• 4+ years of software engineering experience, with at least 2 years shipping production code
• Direct experience building internal tools, automations, or operational systems
• Comfort working from a ticket queue (support engineering, forward-deployed engineering, or internal tooling background is ideal)
• Product mindset: comfortable talking directly to non-technical users, scoping problems, and prioritizing tradeoffs
• Track record of shipping fast in environments without dedicated PMs or designers
• Experience working asynchronously with distributed teams

Required Technical Skills

• Strong fluency in Python and/or TypeScript
• Experience with at least one workflow automation platform (n8n, Zapier, Make, Temporal, or similar)
• Comfortable with agentic coding tools (Claude Code, Cursor, Replit Agent)
• Database fluency (PostgreSQL preferred), able to write your own queries and design schemas
• API integration experience (REST, webhooks, third-party SaaS APIs)
• Prompt engineering experience with production AI systems (OpenAI, Anthropic, or similar)

Strongly Preferred

• Experience as a forward-deployed engineer or solutions engineer at a B2B SaaS company
• Background in contact center, customer support, or service operations tooling
• Short-term rental, hospitality, or property management domain knowledge
• Experience integrating with Guesty, Hostaway, OwnerRez, Aircall, or HubSpot APIs
• Track record of deploying AI agents in production (not just prototypes)

Extenteam is an AI-driven operations platform for short-term rental property managers. We handle guest communication and daily workflows for over 80,000 properties through a proprietary platform (Tailwind) that combines AI automation with human-in-the-loop oversight. We are headquartered in Miami with our Shared Services team based in Manila.

We are hiring a Software Engineer dedicated to our Shared Services operation. This is a ticket-driven role focused on rapidly solving real problems for the people who run our service operation every day.