Senior Software Backend Engineer - Customer Care Technology (all Genders)

Backend Engineer

Backend engineers in Zalando's 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 Zalando's 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 Zalando's broader engineering community.

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.

What We'd 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.

We'd 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 it's 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, here's 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