Senior Software Engineer - Customer Experience Platform

Hopper Inc.

Job Overview

Location

Chicago - 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 the Hopper app and partner-integrated channels.
• Develop scalable APIs, microservices, and orchestration logic that support complex post-booking journeys across AI-driven chat, voice, and web platforms.
• 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 initiatives 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 multiple channels, including chat, voice, web, and third-party integrations.
• Work on HTS Assist, Hopper’s flagship agentic AI platform, which is used internally and offered as a B2B solution to global travel partners.
• Collaborate with engineers focused on platform services, integrations, AI orchestration, and self-service UX to evolve the post-booking customer experience.
• Ensure systems are resilient, observable, and capable of handling high-volume, real-time interactions during travel disruptions and customer support events.
• Translate product requirements into technical specifications while prioritizing user experience, scalability, and operational efficiency.
• Participate in on-call rotations and incident response to maintain system reliability and rapid resolution of customer-impacting issues.
• Drive adoption of best practices in testing, deployment, and monitoring across the team to ensure high-quality releases and minimal downtime.

🎯 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: prioritizing user experience, asking why before how, and owning outcomes, not just outputs
• Strong communication skills and a track record of effective cross-functional collaboration with distributed teams

🏖️ Benefits

• Opportunity to work on HTS Assist, Hopper’s flagship agentic AI platform used internally and offered as a B2B solution to global travel partners
• Exposure to cutting-edge travel fintech products including Cancel for Any Reason and Flight Disruption Assistance
• Work with a team that supports millions of travelers across chat, voice, web, and third-party channels
• Collaborate with leading global travel brands such as Capital One, Nubank, Air Canada, and Uber through Hopper’s B2B division, HTS
• Be part of a company named #1 most innovative company in travel by Fast Company
• Access to a high-growth platform with over $750M in private capital 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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