Senior Software Engineer - Customer Experience Platform

Hopper Inc.

Job Overview

Location

Boston - Remote

Job Type

Full-time

Full Job Description

📋 Description

• Design, build, and improve 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 to support complex post-booking journeys across AI-driven chat, voice, and web platforms.
• Collaborate with Product, Design, AI, Data, and Operations teams to deliver features that enhance customer experience and improve 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 CX 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.
• Support internal agent platforms used by thousands of support agents to resolve customer issues efficiently and with high quality.
• Evolve self-serve customer experiences that reduce dependency on human support while maintaining high satisfaction and resolution rates.
• Participate in cross-functional planning and prioritization with distributed teams to align engineering efforts with business goals and customer needs.
• Ensure systems are resilient, observable, and maintainable under high traffic and global scale conditions.
• Translate product requirements into technical specifications and execute on roadmap items with autonomy and ownership.

🎯 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

• 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 AI-driven customer service systems powering millions of traveler interactions
• Work on a platform that integrates with major travel brands like Capital One, Air Canada, Nubank, and Uber
• Be part of a company recognized as #1 most innovative in travel by Fast Company with over $750M in funding
• Contribute to fintech products with exceptionally high CSAT, including Cancel for Any Reason and Flight Disruption Assistance
• Join a team that supports over 120M app downloads and serves predominantly Gen Z and Millennial travelers

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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