Application Engineer, Customer Experience

Overview

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 Company’s 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 ().

We’re 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 Snapchat’s 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 Snap’s 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.

• Work with Snap’s 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 Snap chatters 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

• Experience building full-stack web applications using Java, Node.js, or Python on the backend and Vue.js, 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 — you’re comfortable instrumenting metrics and logs, debugging production issues, and participating in incidents and hotfixes for critical flows

• Bachelor’s degree in computer science or a related technical field.

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

• 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,…