Software Engineer II - Active Support

About the role

The Active Support team is transforming post-purchase experiences for our users. Our mission is to resolve as many customer issues as possible instantly, without a live agent, while ensuring exceptional service when human support is needed. This role sits at the intersection of product, platform, and customer experience. You’ll shape the customer journey beyond checkout by building proactive support experiences that reduce anxiety and build trust during high-emotion moments.

What You'll Do

• Design intuitive flows for complex post-purchase scenarios like orders, replacements, and refunds.
• Own high-scale customer experiences used by millions of fans.
• Partner closely with Product, Design, and AI teams to ship polished experiences quickly.
• Build reliable agentic AI-powered interactions using Claude and OpenAI.
• Improve performance, scalability, and reliability across core consumer surfaces.
• Use data and experimentation to continuously improve customer experience at scale.

Why You'll Love This Team

• A high-growth engineering culture: ship quickly, own meaningful projects end to end, and get to mentor junior engineers.
• A strong Product Culture: we care deeply about building the right things, not just shipping code.
• A collaborative Engineering Environment: work alongside highly collaborative engineers to shape technical direction, influence architecture at scale, while building customer experiences used by millions.
• A continuous Feedback & Growth: grow quickly through regular feedback, and hands-on learning that helps you sharpen both your technical skills and product thinking.

What You Bring

• Product & Front-End Craft: built and shipped polished, customer-facing products on a global scale, drove measurable impact across key customer and business metrics like engagement, conversion, and CSAT.
• Strong Product Intuition: passion for crafting elegant, high-performance experiences through thoughtful design systems and UI detail.
• Systems Thinking: work seamlessly across APIs, backend systems, and real-time data flows, proven ability to improve latency, reliability, and scalability at scale.
• Impact Mindset: focus on improving real customer moments; reduce anxiety, increase trust, and create smoother post-purchase experiences, track record of driving measurable improvements in engagement, self-service adoption, CSAT, or operational efficiency.
• Comfortable Working in Fast-Moving Environments: able to clearly communicate tradeoffs, product impact, and technical decisions across engineering, product, and leadership teams.
• Tech Stack: 3 years of experience building across a modern stack with technologies like Java, Go, Python, React, React Native, Vue, Angular, and Next.js, create polished, high-performance user experiences with a strong focus on UI craftsmanship and design systems, work across the full-stack using JavaScript and TypeScript to power consumer experiences at a global scale.

About Us

StubHub is the world's leading marketplace to buy and sell tickets to any live event, anywhere. Through StubHub in North America and viagogo, our international platform, we service customers in 195 countries in 33 languages and 49 available currencies. With more than 300 million tickets available annually on our platform to events around the world -- from sports to music, comedy to dance, festivals to theater -- StubHub offers the safest, most convenient way to buy or sell tickets to the most memorable live experiences.