Senior Software Engineer - Comms Platforms

About the Role

As a Senior Software Engineer for the Help Experience team, you’ll contribute to help the Gojek CARE team to achieve the best Customer Service in class. You’ll manage and improve the Ticket automation platform, Help Chatbot services and our Ticket Management systems to increase customer satisfaction as well as improve Gojek customer service and agent experience. The solutions you build will impact huge numbers of users making their day to day use of Gojek app hasslefree.

What You Will Do

• Solve technical problems and build the next generation of products for our consumers in help experience domain
• Spike new technologies and find a viable way to improve our products related to Chatbot, Ticket Automation
• Lead the entire charter and identify tech debts, scope of improving maintainability, readability
• Troubleshooting platform issues and fixing bugs
• Maintaining the security and integrity of the platform and its software integrations
• Mentoring junior developers and participating in technical decision making for our products
• Writing and maintaining technical documents and following best practices for software development

What You Will Need

• At least 6 years of experience working as a backend Software engineer
• Good knowledge of working with high scale distributed systems
• Good experience with libraries like Kafka, RabbitMQ, Postgres, HAP etc
• Knowledge of one or more of Golang, React, Ruby
• Good knowledge of problems and challenges faced in distributed systems, patterns for microservices communication
• Basic knowledge of one or more of Google Cloud, AWS, Azure would be a plus
• Good understanding of Data Structures, Algorithms, design patterns

About the Team

The Help Experience team is a key function for our customer care vision of providing the best in class customer service using multiple channels. This team is part of the larger Communications Platform. We support the entire Gojek ecosystem handling the entire customer, merchant and driver domain.One of the biggest challenges we deal with is how to leverage technology and automation to provide fast and correct problem resolution using our Chatbots, ML models and in-app SDKs in a multi region, multilingual and multi domain way.We value a great learning culture, having a growth mindset and providing great ownership to each individual. We also know the importance of having fun and enjoying working.

About GoTo Group

GoTo Group is the largest digital ecosystem in Indonesia with its mission to “Empower Progress’ by offering technological infrastructure and solutions for everyone to access and thrive in the digital economy. The GoTo ecosystem consists of on-demand transportation services, food and grocery delivery, logistics and fulfillment, as well as financial and payment services through the Gojek and GoTo Financial platforms.It is the first platform in Southeast Asia that hosts these crucial cases in a single ecosystem, capturing the majority of Indonesia’s vast consumer household.

About Gojek 

Gojek is Southeast Asia’s leading on-demand platform and pioneer of the multi-service ecosystem with over 2.5 million driver partners across the regions offering a wide range of services such as transportation, food delivery, logistics and more. With its mission to create impact at scale, Gojek is committed to resolving consumer problems and raising standards of living by connecting consumers to the best providers of goods and services in the market.

About GoTo Financial

GoTo Financial accelerates financial inclusion through its leading financial services and merchants solutions. Its consumer services include GoPay and GoPayLater and serve businesses of all sizes through Midtrans, Moka, GoBiz Plus, GoBiz, and Selly. With its trusted and inclusive ecosystem of products, GoTo Financial is open to new growth opportunities and aims to empower everyone to Make It Happen, Make It Together, Make It Last.

GoTo and its business units, including Gojek and GoToFinancial ("GoTo") only post job opportunities on our official channels on our respective company websites and on LinkedIn. GoTo is not liable for any job postings or job offers that did not originate from us. You should conduct your own due diligence to prevent being victims of any fake job scams, if they did not originate from GoTo's official recruitment channels.