Sr. SDE - Ticketing (Fullstack)

About HighLevel:HighLevel is an AI-powered business operating system that gives agencies, entrepreneurs and SMBs the infrastructure to build, automate and scale. Today, HighLevel supports SMBs across 150+ countries, fueling community-driven growth rooted in real customer outcomes. To date, businesses operating on HighLevel have generated over $7 billion in ecosystem value, demonstrating the impact of shared infrastructure at scale. By centralizing conversations, automation and intelligence into one system, we help businesses move faster, reduce complexity and execute efficiently. Behind the platform, HighLevel powers more than 4 billion API hits and 2.5 billion message events daily. With 250 terabytes of distributed data, 250+ microservices and over 1 million domain names supported, our architecture is built for performance, resilience and long-term scalability. Our people With over 2,000 team members across 10+ countries, HighLevel operates as a global, remote-first organization built for speed and ownership. We value initiative, clarity and execution, creating space for ambitious people to build systems that support millions of businesses worldwide. Here, innovation thrives, ideas are celebrated and people come first, no matter where they call home. Our impact Every month, HighLevel enables more than 1.5 billion messages, 200 million leads and 20 million conversations for the more than 1 million businesses we support. Behind those numbers are real people building independence, expanding opportunity and creating measurable impact. We’re proud to be a part of that. Learn more about us on our YouTube Channel or Blog Posts About the role We're building HighLevel's Ticketing module, the help desk that lets businesses manage support conversations across email and other channels: tickets, SLAs, assignments, automations and real-time inboxes. You'll own features end to end, from Go services and workers to the Vue.js UI, and run them in production on GCP at scale. Team & System Overview: The Conversations organization powers multi-channel communication across SMS, Email, WhatsApp, and DMs — handling over 2B messages each month. The Threads & Composer team owns the inbox and composer surfaces, and the backend services that deliver and store those interactions.You’ll work across Node.js microservices, GCP-based infra (GKE, Pub/Sub, Cloud Tasks), and MongoDB/Firestore storage layers, ensuring every message and UI state stays consistent, fast, and recoverable. Responsibilities: Design, build and ship ticketing features across backend (Go) and frontend (Vue.js). - Build event-driven services and workers on Pub/Sub, Cloud Tasks and Redis, such as SLA timers, email ingestion, assignments and real-time updates. - Own the reliability of your services: dashboards, alerts, on-call debugging and fixing performance problems. - Design data models and APIs that hold up at multi-tenant scale, and review designs and code across the team. - Mentor engineers and work with Product, QA and partner teams (Email, IAM, Platform) to ship on time. Requirements: 5+ years of software engineering experience, with strong production experience in Golang. - Solid frontend experience with Vue.js (Vue 3, Composition API, TypeScript). - Redis, used in depth: caching, pub/sub fan-out, locks, rate limiting and data-structure design. - Experience with GCP: GKE/Kubernetes, Pub/Sub, Firestore or other NoSQL, Cloud Storage. - Strong distributed-systems fundamentals: idempotency, retries, queues, concurrency and consistency trade-offs. - Track record of owning features from design to production and debugging live issues. What we look for Strong ownership, clear written communication, pragmatic engineering judgment, and a habit of measuring before optimizing. Good to have Monitoring and observability: Grafana, Prometheus, OpenTelemetry tracing, log tools such as HyperDX, ClickHouse or ELK. - Help desk, CRM or email domain knowledge (Gmail/Outlook APIs, threading, SLA engines). - Istio or service mesh, Helm, CI/CD (Jenkins). - Real-time UIs (SSE, WebSockets, Firestore listeners). - Elasticsearch or another search engine. #LI-Remote #LI-HB1 EEO Statement: The company is an Equal Opportunity Employer. As an employer subject to affirmative action regulations, we invite you to voluntarily provide the following demographic information. This information is used solely for compliance with government recordkeeping, reporting, and other legal requirements. Providing this information is voluntary and refusal to do so will not affect your application status. This data will be kept separate from your application and will not be used in the hiring decision. We encourage you to review our Privacy Policy before submitting your application