Senior Software Engineer, Borrower Support

About The Role

The Borrower Support team's mission is to ensure our borrowers receive immediate, personalized responses to all their support needs. We do this by applying technology to provide support for and improve the effectiveness of January's contact center, mainly by providing efficient tools and processes for our contact center agents to understand and address borrowers' needs.

Your Impact

Senior Software Engineers at January are not just responsible for writing code; they own product and team outcomes, advocate for borrowers and agents, and help other engineers grow. Here’s how you’ll make an impact:

• Technical Leadership: Lead by example in implementing sophisticated software solutions, setting standards for code quality, and promoting best practices such as test-driven development, code reviews, and refactoring to maintain high standards of maintainability and scalability.
• Mentorship and Collaboration: Act as a mentor to less experienced engineers, fostering a culture of learning and growth within the team. Facilitate knowledge-sharing sessions and contribute to a collaborative team environment.
• Strategic Contribution: Engage in architectural discussions, contribute to roadmap planning, and provide insights that influence the direction of our projects and technology choices.

As our company continues to grow, you will have opportunities to be involved in scoping, architecting, and implementing new product lines, potentially building new lines of business from scratch.

What You’ll Work On

• New Channel Development: Design and implement new channels to field borrowers' questions, leveraging AI/ML to understand and address their needs at scale.
• System Integration and Consolidation: Continuously evaluate and improve both our proprietary software and integrates with 3rd party systems to ensure usability, scalability, and maintainability.
• Contact Center Solutions: Work closely with our contact center agents to improve efficiency, enhance real-time data handling, and apply user-centric design.

What You Bring To The Table

• Technical Expertise: Proficiency in Python, React, and Postgres, with additional experience in productionizing AI/ML models being a plus.
• Problem-Solving and Analytical Skills: Proven ability to analyze existing systems and processes to find areas for enhancement.
• Collaboration and Mentorship: A strong commitment to mentoring and fostering a collaborative team environment.
• Project Management: Proven ability to navigate ambiguous, complex projects and mentor junior engineers in project management best practices.

You May Be a Fit If You Value

• Genuine collaboration. We recognize and explicitly reward feedback, alignment, and learning from each other.
• Managers as advocates. You’ll report to leaders invested in your growth and promotion, not just their own. Managers only succeed when their teams thrive.
• Outcomes over output. We value finding ways to do more with less, working smart instead of burning out.
• Product ownership. Engineers are owners, not mercenaries. Everyone plays a role in discovering, advocating for, and implementing ideas.
• Technical quality. We work collaboratively to ensure great outcomes without sacrificing quality. Sustainable development is a first class priority.

We find that candidates who perform well in this role often have 5+ years of software development experience. However, we encourage you to apply for this role even if your experience isn’t an exact match. We value professional development and on-the-job learning!

We are currently hiring for this position in our New York and San Francisco offices.

What We Can Offer You

• Pet-friendly office (only in NYC, for now!)
• Competitive equity packages, giving you a chance to feel true ownership of your work
• Flexible PTO so you can take the time you need to rest and recharge
• Hybrid work model, where our team comes in 3x a week
• Flexible work hours for better work/life balance
• 12 weeks fully paid new parent leave program for all employees to enjoy bonding time
• Free lunches for team socializing activities
• Annual learning and development budget to invest in your professional growth
• 401k so you can invest in your future
• Gym membership reimbursement
• Medical, dental, and vision insurance
• Free access to One Medical
• Free access to the mental well-being platform Spring Health plus 3 free virtual sessions with a Spring Health licensed therapist
• Commuter benefits for your travel to/from the office
• Endless growth opportunity and the ability to take on new and exciting challenges

January is an equal opportunity employer and does not discriminate on the basis of race, color, creed, ethnicity, sex, gender identity, sexual orientation, religion, disability, age, veteran status, or any other category protected by law.

At January, we believe that diversity of outlooks, demographics, identities, and life experiences enable companies to build the best products. More diversity means more empathy with different types of people. This matters a lot for us, since so many borrowers in financial distress with whom we engage come from underrepresented backgrounds. We practice what we preach and look forward to continuing to grow and build on our already diverse team.