Senior Software Engineer - Customer Experience Platform
Hopper · Remote (Canada) · Service
About this role
Hopper is hiring a senior-level Platform Engineer in the software engineering function as a remote position. The posting calls out experience with Python, TypeScript, Scala, React.
- Role
- Platform Engineer
- Function
- software engineering
- Level
- senior
- Track
- Individual contributor
- Employment
- Full-time
- Location
- Remote (Canada)
- Work mode
- Remote
- Department
- Service
- Posted
- Dec 19, 2025
More roles at Hopper
Job description
from Hopper careersAbout the team
The Customer Experience (CX) Product team owns the entire post-booking journey, from the moment a trip is booked through changes, disruptions, refunds, and customer support interactions.
We build and operate the systems that enable fast, high-quality support at scale, including:
Customer self-serve experiences within the Hopper app and partner-integrated flows
Internal agent platforms that enable efficient, high-quality human resolution
HTS Assist, Hopper’s flagship agentic AI platform, used internally and offered as a B2B solution for global travel partners
Together, these platforms support millions of travelers across chat, voice, web, and third-party channels, powering seamless post-booking experiences worldwide.
About the job
As a Software Engineer on the CX Platform team, you will design, build, and evolve the core systems behind Hopper’s post-booking experience. Your work will directly impact customers, internal support agents, and the continued expansion of HTS Assist across AI-driven voice and chat.
You’ll collaborate closely with Product, Design, AI, Data, and Operations partners to deliver intelligent, scalable customer service systems, including conversational AI workflows, self-service customer journeys, internal tools used by thousands of agents, and infrastructure that enables partner-specific experiences.
You’ll report to a Senior Engineering Manager and work alongside engineers focused on platform services, integrations, AI orchestration, and self-service UX.