Senior Software Engineer, Advocate Experience

Block is one company built from many blocks, all united by the same purpose of economic empowerment. The blocks that form our foundational teams — People, Finance, Counsel, Hardware, Information Security, Platform Infrastructure Engineering, and more — provide support and guidance at the corporate level. They work across business groups and around the globe, spanning time zones and disciplines to develop inclusive People policies, forecast finances, give legal counsel, safeguard systems, nurture new initiatives, and more. Every challenge creates possibilities, and we need different perspectives to see them all. Bring yours to Block.

The Role

We want customer support to be the reason why people trust Block with their business and money. We want to build lasting trust with customers by making it easier to get helpful and caring support that resolves their issues. Support Product is an engineering team within the Business Platform team, that is responsible for building customer facing support experiences as well as internal agent tooling. We blend cutting edge automation throughout our highly scalable applications.

As an engineer on Support Product's Advocate Experience team, you will be part of our distributed cross-functional product development team of Server Engineers, Machine Learning Engineers, Modelers, and Designers to build best in class, AI first, agent tools. These tools make it easier for our advocates to find the information and take the actions needed to fully resolve our customers' issues. You'll be building support experiences that scale to thousands of advocates across all of Block's business units.

You Will

• Design, build and support assistive technologies for our advocates leveraging AI and ML
• Work in and lead cross functional project teams to iteratively deliver products to production
• Creatively solve challenging technical problems at scale
• Influence the technical direction of the Support's technology stack
• Be on a team that is part of a 24/7 on-call support roster for our services
• Support your colleagues to help grow the product and the team
• Contribute to team roadmap discussions and planning
• Interact with cross-functional partners from the Business Platform team as well as other parts of Block

You Have

• 8+ years working on complex systems and delivering quality software
• Well-developed curiosity and enjoy building creative solutions to complex problems
• Worked on systems where data consistency and availability is required
• Shown technical initiative on previous projects and an interest in being involved from ideation through implementation
• Demonstrated experience leading and working collaboratively in cross-functional teams
• Expertise in the full software development lifecycle

Technologies We Use and Teach

• Kotlin, Java
• TypeScript, React
• HTTP, JSON, gRPC, and Protocol Buffers
• MySQL and noSQL databases
• Event-driven architecture
• DataDog
• AWS

We're working to build a more inclusive economy where our customers have equal access to opportunity, and we strive to live by these same values in building our workplace. Block is an equal opportunity employer evaluating all employees and job applicants without regard to identity or any legally protected class. We will consider qualified applicants with arrest or conviction records for employment in accordance with state and local laws and "fair chance" ordinances. We believe in being fair, and are committed to an inclusive interview experience, including providing reasonable accommodations to disabled applicants throughout the recruitment process. We encourage applicants to share any needed accommodations with their recruiter, who will treat these requests as confidentially as possible. Want to learn more about what we're doing to build a workplace that is fair and square? Check out our I+D page.

While there is no specific deadline to apply for this role, U.S. roles are typically open for an average of 55 days before being filled by a successful candidate. Please refer to the date listed at the top of this job page for when this role was first posted.

Block takes a market-based approach to pay, and pay may vary depending on your location. U.S. locations are categorized into one of four zones based on a cost of labor index for that geographic area. The successful candidate’s starting pay will be determined based on job-related skills, experience, qualifications, work location, and market conditions. These ranges may be modified in the future.

To find a location’s zone designation, please refer to this