Product Engineer (Full stack), Shared Services Platform

Product Engineer, Shared Services PlatformEurope or South AmericaAbout ExtenteamExtenteam is an AI-driven operations platform for short-term rental property managers. We handle guest communication and daily workflows for over 80,000 properties through a proprietary platform that combines AI automation with human-in-the-loop oversight. We are headquartered in Miami.We are hiring a Product Engineer dedicated to improving the platform layer that our Shared Services team uses every day.The RoleYou will report to the Head of Engineering. Your work focuses on Shared Services platform improvements. Priorities are set jointly with the Head of Operations, who owns the operational signal driving what needs to be built.You will do two things:Close incoming platform tickets from Shared Services. Agents, Team Leads, and operations report platform issues daily. Some are quick fixes. Some are workflow bugs. Some are configuration issues. You triage, diagnose, and ship the fixes.Identify patterns and ship platform improvements. When multiple agents report the same friction, that is not a ticket - that is a product problem. You investigate the underlying cause and ship a durable platform improvement that prevents the same issue from happening again. When a client complaint traces back to repeated agent failures, you ask "why is the platform allowing this?" and fix it at the source.Every ship goes through the standard product and engineering process product filters for product coherence, design filters for UX consistency, standard code review applies. You work inside the same guardrails as any other engineerWhat You Will BuildExamples of platform work this role would own:Pre-send rule layer that catches compliance violations before AI or agent replies reach the guestAgent tooling that surfaces the right SOP at the right moment based on ticket type and clientA repeat-failure detection layer that flags when the same issue is being escalated across multiple agents or shiftsWorkflow improvements that reduce cognitive load on agents during high-volume periodsIntegrations between platform and the tools agents rely on (Aircall, HubSpot, PMS platforms)Instrumentation that connects client complaints back to specific platform gapsWhat This Role Is NotNot a ticket queue firefighter. That is other roles on the operations side.Not a shadow engineering team. You report to and work within Engineering.Not an independent operator building outside our platform. Everything you ship goes through productRequired Experience5+ years of software engineering experience, with at least 2 years shipping production codeDirect experience building internal tools, agent-facing platforms, or operational systemsProduct mindset - comfortable scoping problems, asking users the right questions, and prioritizing tradeoffsTrack record of shipping fast while working within a product and design processExperience working asynchronously with distributed teamsRequired Technical SkillsStrong fluency in Python and/or TypeScriptComfortable with agentic coding tools (Claude Code, Cursor, Replit Agent)Database fluency (PostgreSQL preferred), able to write your own queries and design schemasAPI integration experience (REST, webhooks, third-party SaaS APIs)Prompt engineering experience with production AI systems (OpenAI, Anthropic, or similar)Strongly PreferredExperience building tools for contact center, customer support, or operations teamsShort-term rental, hospitality, or property management domain knowledgeTrack record of deploying AI agents in productionHow You Will WorkReports to the Head of EngineeringPriorities set jointly with the Head of Operations based on operational signalProduct decisions filter through the Head of ProductDesign decisions go through our design teamWeekly syncs with Engineering, Operations, and ProductWe expect 5 hours of overlap with Miami time (Eastern Time) dailyCompensationBase range is $70-105K USD depending on location and experience.LocationRemote, based in Europe or South America.