Principal Software Engineer - Customer Service

Job Description - Principal Software Engineer - Customer Service (16759)

Job Description

Principal Software Engineer - Customer Service ( 16759 )

Description

We are easyJet - a FTSE-100 listed, £multi-billion low-cost airline that serves tens of millions of customers every single year. If you're reading this, you have probably already been an easyJet customer, and you'll know that there is no more iconic (or Orange!) travel brand in Europe.

We fly more than 1,207 routes, connecting 38 countries across Europe, and employ more than 18,000 colleagues. We're on a mission to make low-cost travel easy - and whatever your role here, you'll connect millions of people to what they love using Europe's best airline network, great value fares, and friendly service.

easyJet is evolving its digital commerce platforms, building scalable, resilient, and innovative foundations that enable seamless customer experiences across web, mobile, and connected channels. As a Principal Software Engineer within the eCommerce Platform Delivery team, you will provide leadership and technical stewardship across multiple squads within the Customer Service Mission.

You will be responsible for the overall design and accountable for upholding engineering standards, ensuring the delivery of robust, secure, scalable, and high-performance systems. Your role will involve guiding teams towards technical excellence, fostering a culture of continuous improvement, and driving high performance across all aspects of software development.

Working closely with Product Managers, Agile Delivery Managers, Enterprise Architects, and the Chapter Lead for Software Engineering, you will ensure engineering standards are upheld, guide complex technical solutions, and align strategy, approach, and principles across the Mission. By championing best practices, modern architectures, and innovation, you will accelerate the delivery of customer-facing features, improve platform resilience, and ensure the platform remains robust, scalable, and future-ready.

What you'll be doing

• Own the Mission technical vision, strategy, and roadmap, ensuring alignment with business objectives and platform standards
• Take accountability for the technical delivery and execution of the technical vision and strategy across multiple squads within a Mission, ensuring alignment with objectives and platform standards
• Work in partnership with Product Managers to define outcomes and priorities for squads, while maintaining platform integrity and architectural excellence
• Lead the design, architecture, and development of scalable, reliable, and high-performance software systems, including system design, technology selection, and overall architecture
• Collaborate closely with Agile Delivery Managers, Lead Software Engineers, QE Leads, and Senior Technology Managers to align technical direction, project scope, and roadmaps with Mission objectives
• Own the delivery of key product features, ensuring they meet performance, security, and scalability requirements
• Ensure the quality of code delivered across squads, ensuring adherence to best practices and engineering standards
• Actively contribute to and lead code reviews, providing constructive feedback to continuously improve code quality and team capability
• Utilise metrics and feedback loops to monitor team performance, identify areas for improvement, and drive the continuous development of high-performing engineering teams
• Mentor and provide guidance to junior and mid-level engineers, fostering a culture of continuous learning and improvement
• Stay informed of industry trends, emerging technologies, and methodologies, applying insights to improve software development practices and platform capabilities
• Advocate for platform reuse and best practices across the organisation to accelerate delivery of customer-facing features

Requirements of the Role What you'll bring to the team

• Ability to link technical strategy and architectural decisions to measurable outcomes, including feature performance, platform reliability, and customer impact
• Experience using measures such as DORA metrics, release frequency, incident response, and system recovery to drive delivery improvements
• Proven expertise in cloud and commerce technologies, including AWS, APIs, mobile platforms and front-end frameworks
• Extensive experience in observability, leveraging tools for monitoring metrics, telemetry, alerts, and logs to ensure system reliability and performance
• Proven ability to embed robust security and compliance controls by working closely with Security Architects and InfoSec teams, ensuring alignment with organisational standards and regulatory requirements
• Strong experience in CI/CD, automated testing, and DevSecOps practices to ensure high-quality software releases
• Ability to coordinate multiple squads, manage dependencies, and align delivery across Missions
• Experience within large-scale eCommerce or high-transaction technology environments is advantageous
• Strong understanding of CRM and omnichannel customer service platforms, including chatbots and case management tools
• Experience with Microsoft Dynamics 365 Customer Service, including configuration, customisation and integration
• Expertise in cloud platforms (including AWS), with a strong understanding of cloud well-architected pillars such as security, reliability, performance efficiency, cost optimisation, and operational excellence
• Deep knowledge of modern design patterns and architectures, including APIs, event-driven architectures (EDA), microapps, front-end frameworks, and app technologies, with experience applying these in eCommerce environments
• Deep knowledge of databases, data modelling, and performance optimisation
• Solid understanding of software development methodologies and practical experience leading delivery in Agile frameworks such as Scrum, SAFe, and DevSecOps

What we can offer you

• Up to 20% bonus
• 25 days holiday
• BAYE, SAYE & Performance share schemes
• Life Assurance
• Flexible benefits package
• Excellent staff travel benefits