JOB CODE
TEC4017
Staff Software Engineer
MANAGEMENT LEVEL
6 Senior Manager
DISCIPLINE
Software Engineering
REPORTS TO
Director of Engineering
FSLA CLASSIFICATION
Exempt
The Staff Software Engineer provides technical leadership for complex, scalable systems. This role drives architecture, code quality, and reliability across critical services while mentoring engineers and aligning solutions with business outcomes. The engineer partners with product, security, and operations to design resilient platforms, reduce risk, and accelerate delivery. Success requires hands-on development, thoughtful tradeoffs, and clear communication that advances engineering standards and unlocks team effectiveness.

Staff Software Engineer

Location: hybrid in Nashville, TN, Sterling, VA, Bay Area hub or REMOTE

Generative AI is now a proven, production capability in modern digital experiences-not an experiment. Customers increasingly expect fast, conversational, and personalized help across web and support journeys, and our platform is actively incorporating GenAI to meet those expectations at scale. The Intelligence Org team builds and operates GenAI-centered digital experiences for new and existing Asurion clients, and internally on Asurion.com (millions of monthly visitors), focusing on reliable, secure, measurable outcomes**-improving self-service success, accelerating issue resolution, and maximizing the value of every customer engagement that starts in the digital channel.**

The opportunity

We are seeking a Staff Software Engineer who can provide technical leadership across Asurion's customer service AI platform, partnering with internal stakeholders, product managers, designers, QA, data science, and engineering teams to design and scale production GenAI capabilities across expert tooling, conversational workflows, and digital customer support experiences.

Someone who wants to build a world-class platform that makes Asurion stand out. From architecture and technical strategy through implementation, testing, launch, and production support, you'll help define durable patterns for workflow orchestration, AI grounding, config management, integrations, observability, and reliable customer-facing outcomes at scale.

Join us and you'll be part of a team that loves trying out new ideas, creating impactful solutions, thinking big, and working at the intersection of GenAI, customer service, workflow orchestration, and production-grade platform engineering.

What You'll Be Doing

• Build and own core platform capabilities, user-facing experiences and backend services- delivering end-to-end features from requirements to production.

• Drive architecture and technical direction for integration-heavy systems, helping the team make durable decisions around scalability, reliability, maintainability, and operational safety.

• Own reliability and production-grade behavior, including safe shutdown and edge-case handling, and proactively debug issues across distributed systems.

• Build secure, compliant integrations and user experiences, including stronger validation, security hardening, and privacy-minded product changes.

• Deliver user-facing UX improvements that reduce friction and increase clarity, ensuring internal and external tools are fast, intuitive, and accessible.

• Collaborate cross-functionally and drive projects to completion, partnering with Product, QA, Design, and other engineering teams to deliver roadmap items and high-severity fixes.

• Raise engineering standards through code review and technical mentorship, setting patterns for maintainability, observability, and robust integration design.

What You'll Bring

• Ability to write extendable, maintainable, and traceable code, with clear boundaries and clean abstractions in integration-heavy codebases.

• Strong full-stack experience, with deeper strength in backend and platform development and comfort contributing to UI work to deliver complete features.-ideally using Node.js, React, and TypeScript and/or Python-to deliver complete features.

• Experience with real-world integrations, including webhooks, third-party APIs, "installation/configuration" flows, and robust handling of failures and edge cases.

• Event-driven architecture expertise, including Kafka (or similar) producers/consumers, delivery guarantees, and designing for operational safety in distributed systems.

• Solid grounding in computer science fundamentals, including data structures, algorithms, and software design, and the ability to apply that knowledge to production systems.

• Strong experience with non-relational databases such as MongoDB and familiarity with in-memory tools such as Redis, including practical indexing and query design.

• Good understanding of common cloud-native architectural and code design patterns, and how they impact reliability, scalability, and cost.

• Comfort with production operations and observability, using logs, metrics, and traces to diagnose issues and guide improvements.

• Great sense of ownership and productive autonomy, with good discernment around trade-offs between speed and quality, especially under time pressure.

• Ethical decision-making and user-first thinking, consistently putting the end user at the center of technical and product decisions.

• Respect for all people, an open mind, and an open heart. We pride ourselves on building inclusive environments because it's the diversity of thought that builds great products.

• Good familiarity with AI Coding Agents and how to leverage them to build reliable software: Claude Code, Cursor, or similar tools.

Experience and education

• 3+ years of experience as a Full Stack or Backend Developer preferably with JavaScript/TypeScript focus.

• 3+ years of experience building web applications deployed to a cloud environment

• Bachelor's degree in Computer Science or related field