Senior Staff Software Engineer

About the Team

The Adoption Services team builds and quality-assures a connected suite of in-product experiences designed to help customers learn, adopt, and use the platform successfully. By embedding targeted assistance directly into the workflow, these capabilities accelerate time-to-productivity, simplify complex onboarding, improve feature discovery, and reduce support dependency.

The core portfolio features a reorganized structure starting with
Dynamic Guidance which provides conversational, voice-based AI assistance equipped with consent controls, transcripts, pause/resume, multi-tab synchronization, and resilient connectivity.
AI Native Help for AI-generated answers, contextual Q&A, term and widget popovers, page- and element-level nudges, auto-launch guidance, and secure role and domain controls.
Guided Tours offering accessible, localized, multi-page walkthroughs spanning Classic UI, custom pages, portals, workspaces, and AI experiences.
Help Center delivers searchable, localized articles featuring rich media, role-targeted content, feedback loops, telemetry, contextual help, and AI-generated article support.
Guided Setup provides configurable single- and multi-run setup journeys, checklists, embedded activities, permissions, migration support, and domain-separated execution.
What’s New for release discovery via unread badges, feature cards, multimedia carousels, availability indicators, and personalized content, alongside
Onboarding Modals for targeted multi-step announcements, interactive questionnaires, rich media, and configurable calls to action.

Beyond individual product features, the team is supported by critical platform and technical foundations. These include AI and content services that power AI-generated Help Center articles, global content delivery network (CDN) integration for scalable performance, and rigorous quality standards ensuring cross-browser compatibility, web accessibility, and multi-language localization. Additionally, the architecture enforces strict governance, security, and domain-separated execution while driving smooth platform upgrades, telemetry tracking, and the transition toward LUX (Next-Gen UX) frameworks.

Together, these capabilities deliver major business value and strategic outcomes by accelerating time-to-value, enhancing feature adoption, enabling self-service productivity, and significantly reducing support ticket volumes through proactive in-product assistance.

About the role

We’re looking for a Sr Staff Software Engineer to set technical direction for a team building AI-native products . You’ll shape how we design, build, and operate systems where AI agents, LLM-driven workflows, and traditional platform engineering work together. This is a hands-on role with broad influence: you’ll make architectural calls, raise the engineering bar, and help the team move from AI-assisted development to AI-native delivery.

What you get to do in the role:

• Lead the design and delivery of complex, cross-functional features across the platform, from architecture through production operations.
• Build AI-native capabilities, including LLM-integrated workflows, agentic patterns, prompt and context design, and evaluation pipelines, with reliability and governance built in.
• Define and drive how the team uses AI tools across the development lifecycle: code generation, test automation, review, triage, and documentation. Measure the impact and share what works.
• Mentor senior and mid-level engineers and set standards for code quality, observability, and safe AI usage.
• Partner with product, UX, and other engineering leads to turn ambiguous problems into scoped, shippable plans.
• Own production quality for your area, including defect triage, release readiness, and gate reviews.