Application Engineer, Customer Experience

Snap Inc is a technology company. We believe the camera presents the greatest opportunity to improve the way people live and communicate. Snap contributes to human progress by empowering people to express themselves live in the moment learn about the world and have fun together. The Companys three core products are Snapchat a visual messaging app that enhances your relationships with friends family and the world; Lens Studio an augmented reality platform that powers AR across Snapchat and other services; and its AR glasses Spectacles.

Were looking for an Application Engineer to join Team Snapchat! As a member of the Customer Operations Technology team you will be responsible for full stack development across Snapchats customer support experiences including the public Snapchat Support Site AI-powered self-service experiences and the backend services and integrations that connect them to the rest of Snap. You will design and ship high-quality code on Snaps multi-cloud infrastructure working on everything from UI/UX in our help center to the workflows automation and data pipelines that resolve Snapchatter issues at scale.

What youll do:

• Work with Snaps Customer Operations team to understand business problems and customer journeys

• Design and build scalable applications and features for the Snapchat Support Site including AI-assisted self-service and complex workflows

• Build and maintain high volume integrations with other services at Snap ensuring data is validated enriched and routed correctly across multiple systems

• Ensure high application uptime for our Zendesk help center services and backend integrations including participating in on-call rotations and incident response

• Drive and develop innovative solutions including AI- and automation-driven experiences that make it easier for Snapchatters to get help and for support agents to work efficiently

• Collaborate with Zendesk administrators IT partners and other engineering teams to build best-in-class solutions and ship reliable changes in a fast-paced environment

• Deliver rapid iterative improvements based on data and feedback and contribute to monitoring alerting and post-mortems for Snapchat Support Site changes

Knowledge Skills & Abilities:

• Experience building full-stack web applications using Java or Python on the backend and JavaScript HTML5 and CSS on the frontend

• Experience integrating with third-party SaaS platforms and APIs (for example Zendesk authentication providers or payment/subscription tools) and designing robust error-handling and retry patterns

• Experience building responsive cross-browser web interfaces rapidly translating Figma designs or product requirements into high-quality HTML/CSS/JavaScript.

• Experience building or integrating with AI- or ML-powered systems (for example search chatbots or classification services)

• Experience designing maintaining and troubleshooting CI/CD pipelines and build tools for web services and front-end applications

• Strong knowledge of object-oriented and functional programming principles and how to apply domain-driven design to service boundaries workflows and data models

• Solid knowledge of unit integration and end-to-end testing for both frontend and backend components

• You can independently execute on medium sized features from design through deployment and multiple PRs

• You understand the operational aspects of your systems youre comfortable instrumenting metrics and logs debugging production issues and participating in incidents and hotfixes for critical flows

Minimum Qualifications:

• Bachelors degree in computer science or a related technical field.

• 3 years of full-stack development experience with proficiency in Java and/or Python along with JavaScript HTML5 and CSS.

Preferred Qualifications:

• Experience working on high-traffic user-facing web properties and their backend services (for example help centers support sites or customer-experience platforms)

• Experience with Zendesk Guide and related Zendesk technologies including building custom themes forms and integrations

• Experience with AWS GCP Python Github

• Experience with SQL/NoSQL solutions Memcache/Redis Kubernetes or Google/AWS services

• Experience with Jira and Confluence for project management

• Experience with Big Query Airflow Looker or any other Big Data platform

If you have a disability or special need that requires accommodation please dont be shy and provide us some information.

Default Together Policy at Snap: At Snap Inc. we believe that being together in person helps us build our culture faster reinforce our values and serve our community customers and partners better through dynamic collaboration. To reflect this we practice a default together approach and expect our team members to work in an office 4 days per week.

At Snap we believe that having a team of diverse backgrounds and voices working together will enable us to create innovative products that improve the way people live and communicate. Snap is proud to be an equal opportunity employer and committed to providing employment opportunities regardless of race religious creed color national origin ancestry physical disability mental disability medical condition genetic information marital status sex gender gender identity gender expression pregnancy childbirth and breastfeeding age sexual orientation military or veteran status or any other protected classification in accordance with applicable federal state and local laws. EOE including disability/vets.

We are an Equal Opportunity Employer and will consider qualified applicants with criminal histories in a manner consistent with applicable law (by example the requirements of the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring where applicable).

Our Benefits: Snap Inc. is its own community so weve got your back! We do our best to make sure you and your loved ones have everything you need to be happy and healthy on your own terms. Our benefits are built around your needs and include paid parental leave comprehensive medical coverage emotional and mental health support programs and compensation packages that let you share in Snaps long-term success!

Compensation

In the United States work locations are assigned a pay zone which determines the salary range for the position. The successful candidates starting pay will be determined based on job-related skills experience qualifications work location and market conditions. The starting pay may be negotiable within the salary range for the position. These pay zones may be modified in the future.

Zone A (CA WA NYC):

Zone B:

Zone C: