Senior Software Engineer - Customer Experience Platform

Hopper Inc.

Job Overview

Location

Ireland - Remote

Job Type

Full-time

Full Job Description

📋 Description

• Design, build, and improve the backend and full-stack systems powering HTS Assist, internal agent tools, and customer self-serve flows within Hopper’s Customer Experience Platform.
• Develop scalable APIs, microservices, and orchestration logic that support complex post-booking journeys across AI-driven chat, voice, and web channels.
• Partner with Product, Design, AI, and Operations teams to deliver features that streamline customer experiences and enhance internal agent efficiency.
• Integrate with external systems including telephony APIs, CRM platforms, identity providers, booking systems, and payment gateways to enable internal use cases and partner deployments.
• Own features end-to-end—from technical design and implementation to testing, deployment, monitoring, and iterative improvement.
• Contribute to architectural decisions, code reviews, and reliability improvements that elevate the quality and scalability of the broader engineering platform.
• Analyze system performance and user behavior to identify opportunities for automation, optimization, and cost reduction in customer service workflows.
• Build and maintain systems that support millions of travelers across chat, voice, web, and third-party channels, enabling seamless post-booking experiences globally.
• Work on HTS Assist, Hopper’s flagship agentic AI platform, used internally and offered as a B2B solution to global travel partners like Capital One, Air Canada, and Nubank.
• Collaborate with engineers focused on platform services, integrations, AI orchestration, and self-service UX to evolve the core infrastructure behind Hopper’s post-booking journey.
• Ensure systems are resilient, observable, and capable of handling high-volume, real-time customer interactions across multiple global regions and time zones.
• Translate product requirements into technical specifications while balancing user needs, engineering constraints, and business goals.
• Maintain and enhance internal agent platforms used by thousands of support agents to resolve customer issues efficiently and accurately.
• Contribute to the evolution of customer self-serve experiences within the Hopper app and partner-integrated flows to reduce dependency on human support.
• Participate in on-call rotations and incident response to ensure high availability and rapid resolution of critical customer-facing systems.
• Advocate for best practices in software engineering, including testing, documentation, and observability, across the CX Platform team.

🎯 Requirements

• 6+ years of software engineering experience building large-scale distributed systems or customer-facing applications
• Strong command of both modern frontend and backend development, with the ability to contribute meaningfully across the full stack
• Hands-on experience designing and maintaining RESTful APIs, microservices, or event-driven systems
• Comfort with data storage and cloud infrastructure at a senior level—able to make architectural tradeoffs independently
• A product engineer mindset: focused on user experience, outcomes, and ownership beyond just delivering outputs
• Strong communication skills and proven track record of effective cross-functional collaboration with distributed teams

🏖️ Benefits

• Remote work opportunity based in Ireland
• Opportunity to work on HTS Assist, Hopper’s flagship AI platform used by global travel partners
• Exposure to high-impact systems serving millions of travelers and integrating with major travel brands like Capital One and Air Canada
• Work in a fast-growing travel fintech company with over $750M in funding and 120M+ app downloads

Skills & Technologies

Python

TypeScript

Scala

React

REST

Senior

Remote

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Hopper Inc.

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About Hopper Inc.

Hopper is a travel technology company that uses predictive analytics and machine learning to forecast flight and hotel prices, allowing consumers to book travel at optimal times. Founded in 2007 and headquartered in Montréal, Canada, it operates mobile-first booking platforms and provides fintech products like price freeze, cancel-for-any-reason, and rebooking guarantees to reduce travel risk.

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