Software Engineer - Digital End-User Experience Platform

Company Description

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — Service Now stands as a global market leader, bringing innovative AI‑enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud‑based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work.

But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Our team builds a Digital End‑User Experience (DEX) platform designed to help enterprises understand, improve, and proactively manage the quality of the digital workplace experience. The product collects real‑time telemetry across devices, applications, and networks, correlates performance with user sentiment, and provides actionable insights to IT teams. By combining analytics, automation, and guided remediation, our DEX platform ensures employees have a fast, reliable, and friction‑free digital environment—no matter where they work.

• Device & Application Telemetry: Deep diagnostics across endpoints, SaaS apps, virtual desktops, networks, and OS components.
• Experience Scoring: Holistic view of user experience through performance metrics, reliability trends, and user sentiment.
• Automated Remediation: Policy‑based and intelligent remediations to fix issues before employees feel the impact.
• Proactive Insights: Root‑cause analysis, anomaly detection, and predictive alerts for IT operations.
• Enterprise Scale: Secure, cloud‑native architecture designed for large distributed organizations.

What you get to do in this role:

• Design and develop scalable, maintainable, and reusable software components with a strong emphasis on performance and reliability.
• Collaborate with product managers to translate requirements into well‑architected solutions, owning features from design through delivery.
• Build intuitive and extensible user experiences using modern UI frameworks, ensuring flexibility for customer‑specific needs.
• Contribute to the design and implementation of new products and features while enhancing existing product capabilities.
• Integrate automated testing into development workflows to ensure consistent quality across releases.
• Participate in design and code reviews ensuring best practices in performance, maintainability, and testability.
• Develop comprehensive test strategies covering functional, regression, integration and performance aspects.
• Foster a culture of continuous learning and improvement by sharing best practices in engineering and quality.
• Promote a culture of engineering craftsmanship, knowledge‑sharing, and thoughtful quality practices across the team.

To be successful in this role you have:

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision‑making, or problem‑solving. This may include using AI‑powered tools, automating workflows, analyzing AI‑driven insights, or exploring AI's potential impact on the function or industry.
• Typically requires a minimum of 8 years of related experience with a Bachelor's degree; or 6 years and a Master's degree; or a PhD with 3 years experience; or equivalent experience.
• Proficiency with modern front‑end frameworks such as Angular, React, or Vue.
• Strong knowledge of data structures, algorithms, object‑oriented design, design patterns, and performance optimization.
• Proficiency in designing, developing, and maintaining cloud‑native solutions leveraging Kafka, Flink, and Kubernetes.
• Familiarity with automated testing frameworks (e.g., JUnit, Selenium, TestNG) and integrating tests into CI/CD pipelines.
• Understanding software quality principles including reliability, observability, and production readiness.
• Ability to troubleshoot complex systems and optimize performance across the stack.
• Experience with AI‑powered tools or workflows, including validation of datasets, model predictions, and inference consistency.
• Comfort with development tools such as…