Software Engineer, Customer Success Engineering

  • San Francisco, CA
  • Full-time

Company Description

We believe the economy is better when everyone has access. When everyone has room to grow. No one should be left out because the cost is too great or the technology too complex. We started with a little white credit card reader but haven’t stopped there. We’re empowering the independent electrician to send invoices, setting up the favorite food truck with a delivery option, helping the ice cream shop pay its employees, and giving the burgeoning coffee chain capital for a second, third, and fourth location. We’re here to help sellers of all sizes start, run, and grow their business—and helping them grow their business is good business for everyone.

Job Description

The mission of Customer Success Engineering (CS Eng) is to scale support through engineering and automation. We automate the things that are best done by software, enabling rich interactions with Square’s customers while saving the company significant time and money by helping operations teams stay small and efficient. We are a full-stack team, working on web front-end, mobile (Android and iOS), and backend services.

As an engineer on CS Eng, you will be responsible for designing, building, and maintaining services that optimize the support experience from the time a merchant has a question, until the time it is answered. We pride ourselves on making our internal products quick, sophisticated, and a pleasure to use: we have a designer who helps us build internal products as usable and beautiful as our external products. We’re a key part of the success of most product launches and interact frequently with many teams within Square.

You will:

  • Write custom apps that steer merchant inquiries to the optimal support channel (web, email, phone, etc).
  • Launch new support channels that increase in agent efficiency as well as customer satisfaction.  
  • Use data science to optimize how support inquiries are handled. 
  • Put smiles on agents’ and merchants’ faces, while driving significant cost savings.

Qualifications

You have:

  • 2+ years experience in building large-scale applications using Ruby, Java or similar languages

  • BA/BS degree or equivalent practical experience

  • Experience developing product infrastructure and web services

  • Experience developing server-side code

Technologies we use and teach:

  • Ruby on Rails, Sidekiq, Redis, Mysql

  • JavaScript, Ember.js

  • Salesforce Service Cloud, Amazon Connect

  • S2S architecture, REST APIs, protobufs

Additional Information

At Square, our purpose is to empower – within and outside of our walls. In order to build the best tools for the businesses and customers we support all over the world, we have to start at home with a workforce as diverse and empowered as our sellers. To this end, we take great care to evaluate all employees and job applicants equally, based on merit, competence, and qualifications. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any other characteristic protected by law. We encourage candidates from all backgrounds to apply and always consider qualified applicants with arrest and conviction records, in accordance with the San Francisco Fair Chance Ordinance. Applicants in need of special assistance or accommodation during the interview process or in accessing our website may contact us by sending an email to assistance(at)squareup.com. We will treat your request as confidentially as possible. In your email, please include your name and preferred method of contact, and we will respond as soon as possible.