Backend Engineer, Customer Experience Operations

📋 Description

• • Architect and ship the next-generation Customer Support platform that resolves thousands of buyer and seller issues per hour, directly influencing Whatnot’s reputation as the most trusted live-shopping destination in North America and Europe.
• • Own the full lifecycle of backend services—from whiteboard sketches and RFCs to production deployment, monitoring, and post-launch optimization—ensuring 99.9 % uptime while we scale 3× year-over-year.
• • Design and evolve high-throughput data pipelines that ingest, classify, and route support tickets in real time, leveraging Python, Elixir, and Postgres to turn messy, high-volume queues into clean, actionable workflows.
• • Build AI-powered automations that deflect repetitive inquiries, surface contextual knowledge, and empower human agents to focus on nuanced problems—driving measurable improvements in CSAT and first-response time.
• • Create intuitive internal tooling that enables non-technical stakeholders to configure business rules, launch A/B experiments, and monitor impact without engineering bottlenecks.
• • Partner cross-functionally with Product, Data Science, Trust & Safety, and Operations to translate ambiguous business pain points into crisp technical specs, balancing speed, quality, and long-term maintainability.
• • Champion engineering excellence through rigorous code reviews, automated testing, and continuous delivery practices that keep our monolith-plus-microservices architecture nimble as we expand into new verticals and geographies.
• • Mentor junior engineers and foster an inclusive, feedback-rich culture where every teammate feels safe to experiment, fail fast, and level up.
• • Contribute to the broader technical roadmap, influencing decisions on service boundaries, data modeling, and cloud cost optimization as we grow from millions to tens of millions of monthly active users.
• • Live the Whatnot value of “dogfooding” by actively buying and selling on the platform, turning your own marketplace experiences into product insights that delight customers and differentiate us from legacy e-commerce giants.