Senior Software Engineer, Connectors & Discover

Job Description Join us at […], where we're on a mission to power exceptional service for every person on the planet. We're accelerating that ambition by building products rooted in AI, automation, and intelligent customer experiences, because behind every interaction lies an opportunity to make a human connection. We’re seeking a Senior Backend Engineer to own the data layer that powers […]’s AI products.

In this role, you’ll build and scale integrations and analytics infrastructure that transform raw support data into trusted automation recommendations — directly enabling customers to reduce support costs and improve customer outcomes. What you’ll be doing Design, build, and maintain robust platform connectors (ETL: Client → Extractor → Transformer → Loader) across third‑party systems, handling auth, pagination, rate limits, and schema drift. Extend and scale the Discover insights engine: clustering topics, detecting knowledge gaps, calculating deflection/opportunity impact, and surfacing automation recommendations.

Build and operate resilient data pipelines: real-time webhooks, incremental sync, reindexing, and metrics aggregation with worker queues. Design, optimize, and maintain search indices and aggregation pipelines for full-text, vector, and hybrid search at scale. Solve distributed systems problems around multi-tenant isolation, webhook security, incremental sync correctness, and fault-tolerant processing.

Collaborate with product, ML, and design to turn ana