Software Engineer (Customer Care)

Traveloka; Jakarta Pusat; On-site; IDR 600,000,000 - 800,000,000; Full time

Job summary

Traveloka, Southeast Asia's leading travel and lifestyle super-app, seeks a Lead Backend Engineer for its Customer Care team in Jakarta. You will design multi-service systems and set technical direction, delivering fast, reliable experiences for millions of travellers across markets.

You will lead API contracts, drive architecture decisions, and mentor engineers while managing on-call reliability and AI-driven workflow improvements.

Qualifications

• 3+ years of backend engineering experience with production systems.
• Experience designing systems spanning multiple services.
• Ability to define API contracts and delivery plans.
• Proven track record in reliability and performance.
• Degree in Computer Science or a related field, or equivalent depth.

Responsibilities

• Design and ship multi-service systems for Customer Care, owning system-level consistency, latency, and cost tradeoffs.
• Decompose an ambiguous product problem into a service architecture, API contracts, and a plan others can execute.
• Set the technical bar through rigorous, constructive review, and shape the APIs other teams build against cleanly.
• Mentor junior and mid-level engineers through review and pairing.
• Act as senior on-call authority on your systems, preventing incidents through durable design.
• Influence the engineering roadmap with technical proposals that shape future work.
• Direct how the team uses AI tools in its workflow and assess associated risks.

Skills

Backend architecture

API design

System reliability

Performance optimization

Code review

Mentoring

Education

CS degree or related field

Job description

Traveloka is Southeast Asia's leading travel and lifestyle super-app. We connect tens of millions of travellers across the region with flights, hotels, experiences, financial services, and more — all from a single platform. Since our founding in 2012, we have expanded to eleven markets, processed billions of dollars in transactions, and built one of the most recognised consumer brands in the region.

Job Description

Job ID: MJ000424

Traveloka is Southeast Asia's leading travel and lifestyle super-app. We connect tens of millions of travellers across the region with flights, hotels, experiences, financial services, and more — all from a single platform. Since our founding in 2012, we have expanded to eleven markets, processed billions of dollars in transactions, and built one of the most recognised consumer brands in the region.

We move fast because the region demands it. Southeast Asia is young, mobile-first, and growing faster than almost anywhere else on earth. We are not transplanting a Western playbook — we are writing a new one, from scratch, for a market that does not look like anywhere else — and we are calling for people who want to be part of that.

About The Team

Customer Care Engineering builds the systems that decide whether a traveler's worst day ends in frustration or relief. When a flight is cancelled at midnight in Jakarta or a hotel falls through in Bangkok, the tools you ship — agent consoles, automated resolution flows, and the AI that triages millions of interactions across eleven markets — are what turn a problem into a fast, effortless fix.

You will work close to the operation, not abstracted away from it, building backend services and customer-facing frontends where every latency improvement and smarter workflow is measured in real people helped. We are not bolting support onto a product; we are engineering care as a first-class part of the journey. If you want your code to visibly change how Southeast Asia travels, you will feel at home here.

About The Job

As a Lead Backend Engineer on Traveloka's Customer Care team, you are a technical expert who designs the systems your area is built on and sets the technical direction others build against, with direct impact on the domain's results.

• Design and ship multi-service systems for Customer Care, owning the system-level consistency, latency, and cost tradeoffs, and lead deep architecture work that spans services and teams, untangling complex trade-offs across performance, cost, and correctness
• Decompose an ambiguous product problem into a service architecture, API contracts, and a plan others can execute
• Set the technical bar through rigorous, constructive review, and shape the APIs other teams build against cleanly
• Mentor junior and mid-level engineers through review and pairing, growing their judgment without managing them
• Act as senior on-call authority on your systems, killing whole classes of incidents through durable design, not patching
• Influence the engineering roadmap with technical proposals that shape what the wider team builds next
• Direct how the team uses AI tools in its workflow, judging where they speed delivery and where they introduce risk

Job Requirements

• You have at least 3 years of backend engineering — and your judgment on system design now comes from having built and operated systems, however you got there.
• You have designed a system that spans multiple services from scratch, and it has held up in production.
• You own the consistency, latency, and cost tradeoffs at the system level, not just within one service.
• You can take an ambiguous product problem and decompose it into a clean service architecture.
• You produce clear API contracts and a delivery plan others can execute.
• You have owned a system through real scale growth or a reliability turnaround.
• You can point to the architectural decisions that made it hold.
• You set the technical bar for an area through rigorous, constructive review, and engineers around you get better because of how you review and design.
• You have a degree in Computer Science or a related field, or equivalent depth from real-world engineering.
• You mentor junior to middle-level engineers deliberately — you grow their judgment, not just unblock their tickets.
• You partner with Product to map technical dependencies and shape APIs and integrations that other teams build against cleanly.
• You set how your team uses AI tools in its workflow.
• You can judge where they accelerate delivery and where they introduce risk worth guarding against.