[Remote] Senior Software Engineer

Note: The job is a remote job and is open to candidates in USA. Coinbase is a company on a mission to increase economic freedom and is looking for a Senior Software Engineer to join their Customer Experience & Engagement team within the Enterprise Applications department. This role involves building and scaling high-impact customer support experiences, collaborating with cross-functional teams, and integrating AI/ML capabilities into customer interactions.ResponsibilitiesBuild end-to-end full-stack features across React/TypeScript frontends and Go backend services for Help Center, chat, and agent-facing workflowsPartner with Product, Design, CX Ops, and peer engineering teams to turn high-volume customer problems into intuitive self-serve and assisted-support experiencesOwn APIs, service integrations, and UI flows that connect Surfaces with CEE Foundations and Intelligence capabilities, including routing, procedures, data-plane integrations, and evaluation systemsDrive CX outcomes through experimentation, instrumentation, and iterative delivery, using metrics such as containment, AtR, CSAT, and escalation ratesLead integration of AI/ML and vendor capabilities into customer and agent experiences with appropriate guardrails, observability, and rollout disciplineStrengthen production reliability through on-call participation, incident response, debugging, and mentoring engineers on full-stack design, testing, and deployment practicesSkills5+ years of software engineering experience building and operating production full-stack web applications, with hands-on proficiency in React (or similar modern frontend frameworks) with TypeScript and backend API development in GoDemonstrated experience designing and shipping customer-facing experiences in close partnership with Product and Design, not solely backend or platform systemsProven track record with distributed systems and production fundamentals including API design, caching, observability, debugging, incident response, and operational reliabilityExperience integrating AI/ML or third-party platform capabilities into production applications with engineering rigor around guardrails, testing, and rolloutTrack record of delivering measurable product outcomes across cross-functional teams, including translating ambiguous problem spaces into shipped solutionsUtilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and qualityBenefitsCoinbase is a remote-first, but not remote-only company. Expect to get together quarterly for intense in-person working sessions called “surges.”Company OverviewCoinbase is a crypto exchange and wallet platform that allows merchants and consumers to buy, sell, and store digital currencies. It is a sub-organization of Coinbase. It was founded in 2012, and is headquartered in San Francisco, California, USA, with a workforce of 1001-5000 employees. Its website is https://www.coinbase.com.