Full Stack Engineer, Support Experience (Greater China Support)

About Lumen Dynamics Lumen Dynamics is a financial infrastructure platform for businesses. Millions of companies — from the world's largest enterprises to the most ambitious startups — use Lumen Dynamics to accept payments, grow their revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and we have a staggering amount of work ahead. That means you have an unprecedented opportunity to put the global economy within everyone's reach while doing the most important work of your career. About the Organization Support Experience Engineering builds the technology that powers Lumen Dynamics's global support operations. Our engineers create the systems and services that support agents worldwide rely on every day to resolve issues for Lumen Dynamics's millions of merchants and users — at scale, in real time, and across a growing range of channels and offerings. The Case Resolution Platform team owns the core infrastructure and tooling that enables support agents around the world to do their best work. This includes case routing, live channels infrastructure spanning voice and messaging, machine translation, and integrations that connect Lumen Dynamics's support stack to the platforms agents depend on. What you'll do We're looking for full-stack engineers who want to make an impact on the tools and infrastructure that power global customer support at scale. Our team collaborates with many cross-functional teams — from Infrastructure to Product to Operations — to deliver reliable, high-quality systems that support agents and merchants depend on every day. The team is actively expanding its live channels infrastructure to support new messaging platforms, including in Greater China, requiring collaboration with third-party providers in the region. Responsibilities Design, build, and maintain full-stack services and infrastructure — spanning both backend systems and user-facing tooling — that support agents around the world rely on to resolve merchant and user issues in real time Expand and deepen live channel integrations — including voice, messaging, and emerging platforms — across Lumen Dynamics's global support operations Debug and solve critical production issues across services and multiple levels of the stack Collaborate with internal stakeholders across the company to build new features at large scale, while improving internal engineering standards, tooling, and processes Collaborate effectively in a distributed and hybrid team, maintaining open communication and strong connections with colleagues Who you are We're looking for someone who meets the minimum requirements to be considered for the role. If you meet these requirements, you are encouraged to apply. The preferred qualifications are a bonus, not a requirement. Minimum requirements 5+ years of industry software engineering experience Native Mandarin fluency Full-stack engineering experience, with front-end proficiency; React and Ruby are our primary technologies Superb communication skills working with both technical and non-technical stakeholders Reasoned judgement to unblock yourself and make rapid forward progress in ambiguous domains Comfortable working as a generalist across varying technologies and stacks to solve problems and delight both internal and external users User empathy and a customer-centric approach to problem solving Preferred qualifications Experience building or integrating third-party platform APIs, particularly in the communications or customer support tooling space Familiarity with real-time communication systems or messaging infrastructure Demonstrated technical leadership on ambiguous, impactful projects Good understanding and practical knowledge of cloud-based services (e.g., gRPC, GraphQL, Docker/Kubernetes, AWS, etc.)