Overview Gigspire is a global leader in collaboration and productivity software, trusted by millions of teams worldwide to transform the way they work. As part of our ongoing commitment to innovation, we are embarking on an ambitious initiative to redesign and modernize our Customer Support Technology stack on a cutting‑edge cloud platform. We are seeking a visionary Senior Principal Software Engineer who can shape the technical strategy, guide a high‑performing engineering team, and deliver a support system that sets new industry standards for reliability, scalability, and AI‑driven insight. Why Join arenaxflex? At Talvora, you will be part of a culture that celebrates curiosity, autonomy, and impact. Our engineers are empowered to experiment, iterate quickly, and ship solutions that directly improve the experiences of our customers and partners. With a strong emphasis on continuous learning, mentorship, and career growth, you will have the resources and leadership support needed to take your technical expertise to the next level. Key Responsibilities Strategic Road‑Mapping: Define the long‑term architecture and migration strategy to transition from our legacy support system to a next‑generation, cloud‑native platform that leverages modern microservices, event‑driven design, and AI‑enhanced ticket routing. Cross‑Functional Collaboration: Partner with product managers, data scientists, security specialists, and other dependency teams to create a comprehensive, realistic roadmap that aligns technical feasibility with business objectives. Migration Execution: Lead the end‑to‑end migration of the Customer Support organization, ensuring seamless data transfer, minimal service disruption, and adherence to key performance indicators such as customer satisfaction (CSAT) and support cost efficiency. Supportability Standards Development: Invent, document, and champion a suite of supportability standards—including observability, alerting, incident response, and post‑mortem practices—that will be adopted across the entire engineering organization. Technical Leadership & Mentorship: Serve as the technical lead for a team of senior engineers, providing architectural guidance, code reviews, and hands‑on contribution while fostering a culture of excellence and knowledge sharing. Quality & Operational Excellence: Own the health of the codebase, enforce rigorous testing strategies (unit, integration, contract, performance), and drive continuous improvement through automated CI/CD pipelines and DevOps best practices. Stakeholder Engagement: Build strong relationships with Customer Support leaders, senior engineering managers, and executive sponsors to ensure alignment, gather feedback, and communicate progress transparently. Talent Acquisition: Participate actively in hiring initiatives, interview processes, and onboarding programs to attract and retain top engineering talent. Essential Qualifications Bachelor’s degree in Computer Science, Engineering, or a related technical field (or equivalent practical experience). 10+ years of progressive software engineering experience, with a track record of delivering large‑scale, mission‑critical systems. 5+ years of experience as a technical lead or principal engineer, overseeing multi‑disciplinary teams and complex product initiatives. Deep expertise in cloud platforms (e.g., AWS, Azure, GCP) and modern architectural patterns such as microservices, serverless computing, and event sourcing. Proven experience designing, building, and operating high‑availability, low‑latency customer‑facing applications, preferably in the support or ticketing domain. Strong proficiency in at least one major programming language (e.g., Java, Kotlin, Go, Python, or C#) and a solid grasp of software engineering fundamentals. Demonstrated ability to create and enforce engineering standards that improve supportability, observability, and operational resilience. Preferred Qualifications & Nice‑to‑Have Skills Hands‑on experience with Atlassian‑style ticketing platforms or comparable enterprise support systems. Exposure to AI/ML techniques for automated ticket classification, sentiment analysis, or predictive routing. Familiarity with infrastructure‑as‑code tools (Terraform, CloudFormation) and container orchestration (Kubernetes, Docker Swarm). Background in building data pipelines or analytics solutions that drive actionable insights for support teams. Strong communication skills, with the ability to translate complex technical concepts into clear, business‑oriented language. Experience working in a globally distributed, remote‑first environment. Core Skills & Competencies Architectural Vision: Ability to craft scalable, secure, and maintainable system designs that anticipate future growth. Problem Solving: Analytical mindset that breaks down ambiguous challenges into concrete, actionable solutions. Leadership Presence: Inspires confidence, drives consensus, and cultivates a high‑performance team culture. M
