Senior Software Engineer

The CEE Surfaces team, part of Coinbase’s Customer Experience & Engagement org within EAA, owns the customer- and agent-facing support experiences across Help Center, chat, in-product entry points, and agent tools. We’re hiring a Senior Software Engineer to build and scale high-impact CX journeys spanning React/TypeScript frontends, Go backend services, and integrations with the CEE Foundations and Intelligence layers. You’ll ship reliable, measurable features that improve automation, resolution quality, and customer satisfaction across every support surface.

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.

• 5+ years of software engineering experience building and operating production full-stack web applications, with hands-on proficiency in React (or similar modern frontend frameworks) with TypeScript and 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.

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