Software Engineer (Customer Care)

Traveloka; Tangerang; On-site; IDR 700,000,000 - 1,000,000,000; Full time

Job summary

Traveloka is seeking a Lead Backend Engineer for the Customer Care team. You will design and ship multi-service systems, own architecture decisions, and collaborate with Product to map technical dependencies.

You will mentor junior engineers, serve as on-call authority, and shape AI tool usage to speed delivery while managing risk. The role requires proven experience in building scalable backend platforms, strong API design skills, and a CS degree or equivalent depth.

Qualifications

• At least 3 years of backend engineering experience.
• Designed and operated multi-service systems in production.
• Degree in Computer Science or related field or equivalent depth.

Responsibilities

• Design and ship multi-service systems for Customer Care, owning system-level latency, cost, and consistency.
• Decompose product problems into service architectures and API contracts.
• Set technical bar via rigorous code reviews and clean APIs for teams.
• Mentor junior to mid-level engineers and grow their judgment.
• Serve as senior on-call authority, preventing incidents through durable design.
• Influence roadmap with technical proposals and AI-enabled workflows.

Skills

Backend systems

Distributed design

API design

Mentoring

On-call

AI tooling

Education

Bachelor's degree in Computer Science or related field

Tools

AWS

Kubernetes

Docker

PostgreSQL

Job description

Join Traveloka and channel your passion into a rewarding career

About Traveloka Traveloka is Southeast Asia's leading all-in-one travel platform connecting millions globally with trusted, world-class experiences. With over 140 million app downloads and more than 40 million monthly active users, Traveloka stands as one of the most popular travel apps in the region.

Job Description

Job ID: MJ000424

About Traveloka

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.

Join Us

We review every application. If your background is a strong fit, you will hear from us within 5 business days.

At Traveloka, we firmly believe in equal opportunities for all because diversity drives creativity and excellence. We encourage individuals from diverse backgrounds to apply for opportunities with us. Our hiring decisions are based on qualifications and merit in accordance with a fair and transparent process, regardless of race, ethnicity, religion, sex, gender identity, sexual orientation, age, marital status, disability, military service, or any other aspect of diversity. Join us in our mission to transform the travel industry and embrace the values that drive us to innovate and serve customers worldwide.