Senior Software Backend Engineer Customer Care Technology (all genders)

THE ROLE & THE TEAM

Backend engineers in Zalandos Customer Care product team build and maintain the systems powering the digital self-help platform used by 50 million customers. They work on a high-impact product critical to customer satisfaction and Zalandos operational efficiency. The role involves developing scalable and AI-powered solutions to increase self-service capabilities and automate customer support processes. Success is measured by improvements in self-service rates reduced contact volume and increased customer satisfaction. Backend engineers collaborate with frontend Salesforce and applied scientists as well as Product Managers and other stakeholders. The role offers exposure to large-scale consumer applications cutting-edge AI/automation technologies and a supportive environment for professional development within Zalandos broader engineering community.

INCLUSIVE BY DESIGN

At Zalando our vision is to be inclusive by design. This vision starts with our hiring. We do not discriminate on the basis of gender identity sexual orientation personal expression ethnicity religious belief or disability status. You are welcome to leave out your picture age or marital status from your application. We only assess candidates on their qualifications and merit.

We want to provide you with a great candidate experience. Please inform us of any accommodations you may need so we can best support you throughout the hiring process.

- our diversity & inclusion strategy: employee resource groups: WED LOVE YOU TO DO (AND LOVE DOING)

A backend engineer in a Customer Care product environment at Zalando would be responsible for building and maintaining the core infrastructure powering customer self-help and automation solutions and being responsible for guidance and mentoring less experienced peers. Key tasks include:

• Designing and developing scalable backend systems for customer self-service.

• Integrating these systems with Salesforce Service Cloud.

• Leveraging technologies like AI and automation to improve customer experience.

• Collaborating with frontend engineers and other stakeholders to ensure seamless functionality.

• Working with a modern tech stack (Java AWS Kubernetes microservices).

• Focusing on optimizing self-service tools and automating processes to enhance customer satisfaction and operational efficiency.

• Contributing to a high-impact customer-facing domain with exposure to high-scale low-latency distributed systems.

WED LOVE TO MEET YOU IF

A backend engineer in a Customer Care product environment with 5 years proven experience focuses on building and maintaining the systems that power the customer experience. Their key responsibilities revolve around:

• Scalable and Reliable Systems: Designing developing and operating high-throughput low-latency distributed systems capable of handling millions of customer interactions. This includes ensuring scalability reliability and fault tolerance for mission-critical applications.

• Microservices and Cloud: Proficiency in Java is essential as is experience building and deploying microservices architectures on cloud platforms (AWS is preferred).

• DevOps Practices: Expertise in CI/CD pipelines containerization (Docker Kubernetes) and observability/monitoring tools (Prometheus) to maintain system health and performance at scale.

• Collaboration: Working closely with product teams AI engineers and infrastructure teams to deliver and improve the customer care product. Strong communication skills are crucial.

• Technical Proficiency: A solid understanding of system design data structures and algorithms is required. Experience with event-driven architectures is also highly desirable.

Essentially the backend engineer is responsible for the technical foundation of the customer care product ensuring its robust scalable and performs efficiently under heavy load. They bridge the gap between business requirements and technical implementation working collaboratively to deliver a seamless customer experience.

OUR OFFER

Zalando provides a range of benefits heres an overview of what you can expect. Ask your Talent Acquisition Partner to learn more about what we offer.

• Employee shares program

• 40% off fashion and beauty products sold and shipped by Zalando 30% off Zalando Lounge discounts from external partners

• 2 paid volunteering days a year

• Hybrid working model with 60% remote per week actual practice is up to each team to best support their collaboration

• Work from abroad for up to 30 working days a year

• 27 days of vacation a year to start

• Relocation assistance available (subject to prior agreement)

• Family services including counseling and support

• Health and wellbeing options (including Gympass)

• Mental health support and coaching are available

Learn all about Zalando and our values here: Experience:

Senior IC