Senior Software Engineer - Active Support

Senior Software Engineer - Active Support

New York, New York, United States

StubHub is on a mission to redefine the live event experience on a global scale. Whether someone is looking to attend their first event or their hundredth, we're here to delight them all the way from the moment they start looking for a ticket until they step through the gate. The same goes for our sellers. From fans selling a single ticket to the promoters of a worldwide stadium tour, we want StubHub to be the safest, most convenient way to offer a ticket to the millions of fans who browse our platform around the world.

About the Active Support Team: The Active Support team is transforming post-purchase experiences for our users. Our mission is to resolve as many customer issues as possible instantly, without a live agent, while ensuring exceptional service when human support is needed. This role sits at the intersection of product, platform, and customer experience.

You won't just optimize existing flows; you'll define how customers experience StubHub after purchasing and building the systems that power it.

As a Senior Software Engineer, you'll shape the customer journey beyond checkout by building proactive support experiences that reduce anxiety and build trust during high-emotion moments. You'll lead 0 to 1 initiatives, modernize the platform powering our email and SMS communications, and help evolve MyAccount, one of our most heavily used customer surfaces.

This role is ideal for engineers who care deeply about consumer experience, product craftsmanship, and building elegant systems at scale. You'll influence foundational platform decisions and directly impact how millions of customers engage with StubHub.

Location: Hybrid (3 days in office/2 days remote) – New York, NY

What You'll Do:

• Design intuitive flows for complex post-purchase scenarios like orders, replacements, and refunds.
• Own high-scale customer experiences used by millions of fans.
• Partner closely with Product, Design, and AI teams to ship polished experiences quickly.
• Build reliable agentic AI-powered interactions using Claude and OpenAI.
• Improve performance, scalability, and reliability across core consumer surfaces.
• Use data and experimentation to continuously improve customer experience at scale.

Why You'll Love this Team:

• High-growth engineering culture: ship quickly, own meaningful projects end to end and get to mentor junior engineers.
• Strong product culture: we care deeply about building the right things, not just shipping code. Engineers think holistically about customer experience, product quality, business impact, and emerging AI-powered experiences; including agentic workflows that help automate and improve customer support at scale.
• Collaborative engineering environment: work alongside highly collaborative engineers to shape technical direction, influence architecture at scale, while building customer experiences used by millions.
• Continuous feedback & growth: grow quickly through regular feedback, and hands-on learning that helps you sharpen both your technical skills and product thinking.

What You Bring:

• Product & Front-End Craft
  • Built and shipped polished, customer-facing products on a global scale.
  • Drove measurable impact across key customer and business metrics like engagement, conversion, and CSAT.
  • Strong product intuition for high-stakes, trust-critical customer moments.
  • Passion for crafting elegant, high-performance experiences through thoughtful design systems and UI detail.
  • Thrive in ambiguity and turn complex problems into simple, intuitive experiences customers love to use.
• Systems Thinking
  • Work seamlessly across APIs, backend systems, and real-time data flows
  • Proven ability to improve latency, reliability, and scalability at scale
  • Think in systems across frontend, backend, and communications (email/SMS) to deliver cohesive, end-to-end experiences
• Impact Mindset
  • Focus on improving real customer moments; reducing anxiety, increasing trust, and creating smoother post-purchase experiences.
  • Track record of driving measurable improvements in engagement, self-service adoption, CSAT, or operational efficiency.
  • Comfortable working in fast-moving, experiment-driven environments where teams iterate quickly based on customer behavior and data.
  • Able to clearly communicate tradeoffs, product impact, and technical decisions across engineering, product, and leadership teams.
• Tech Stack
  • Build across a modern stack with technologies like Java, Go, Python, React, React Native, Vue, Angular, and Next.js
  • Create polished, high-performance user experiences with a strong focus on UI craftsmanship and design systems.
  • Work across the full-stack using JavaScript and TypeScript to power consumer experiences at a global scale.
  • We value engineers who love building great products; the impact you've made matters more than matching every technology exactly.

What We Offer:

• Accelerated Growth Environment: An environment designed for swift skill and knowledge enhancement, where you have the autonomy to lead experiments and tests on a massive scale.
• Top Tier Compensation Package: Competitive base, equity, and upside that tracks with your impact.
• Flexible Time Off: Enjoy unlimited Flex Time Off, giving you the flexibility to manage your schedule and take time to recharge as needed.
• Comprehensive Benefits Package: Prioritize your well-being with a comprehensive benefits package, featuring 401k, and premium Health, Vision, and Dental Insurance options.

The anticipated gross base pay range is below for this role. Actual compensation will vary depending on factors such as a candidate's qualifications, skills, experience, and competencies. Base annual salary is one component of StubHub's total compensation and competitive benefits package, which includes equity, 401(k), paid time off, paid parental leave, and comprehensive health benefits.

Salary Range

$200,000 - $250,000 USD

About Us

StubHub is the world's leading marketplace to buy and sell tickets to any live event, anywhere. Through StubHub in North America and viagogo, our international platform, we service customers in 195 countries in 33 languages and 49 available currencies. With more than 300 million tickets available annually on our platform to events around the world -- from sports to music, comedy to dance, festivals to theater -- StubHub offers the safest, most convenient way to buy or sell tickets to the most memorable live experiences. Come join our team for a front-row seat to the action. For California Residents: California Job Applicant Privacy Notice found here

We are an equal opportunity employer and value diversity on our team. We do not discriminate on the basis of race, color, religion, sex, national origin, gender, sexual orientation, age, disability, veteran status, or any other legally protected status.