Product Engineer, Shared Services Platform

Extenteam 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.

You 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:

1. 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.
2. 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 engineer

Examples of platform work this role would own:

• →Pre-send rule layer that catches compliance violations before AI or agent replies reach the guest
• →Agent tooling that surfaces the right SOP at the right moment based on ticket type and client
• →A repeat-failure detection layer that flags when the same issue is being escalated across multiple agents or shifts
• →Workflow improvements that reduce cognitive load on agents during high-volume periods
• →Integrations between platform and the tools agents rely on (Aircall, HubSpot, PMS platforms)
• →Instrumentation that connects client complaints back to specific platform gaps

• Not 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 product

• 5+ years of software engineering experience, with at least 2 years shipping production code
• Direct experience building internal tools, agent-facing platforms, or operational systems
• Product mindset - comfortable scoping problems, asking users the right questions, and prioritizing tradeoffs
• Track record of shipping fast while working within a product and design process
• Experience working asynchronously with distributed teams

• Strong fluency in Python and/or TypeScript
• Comfortable with agentic coding tools (Claude Code, Cursor, Replit Agent)
• Database fluency (PostgreSQL preferred), able to write your own queries and design schemas
• API integration experience (REST, webhooks, third-party SaaS APIs)
• Prompt engineering experience with production AI systems (OpenAI, Anthropic, or similar)

• Experience building tools for contact center, customer support, or operations teams
• Short-term rental, hospitality, or property management domain knowledge
• Track record of deploying AI agents in production

• Reports to the Head of Engineering
• Priorities set jointly with the Head of Operations based on operational signal
• Product decisions filter through the Head of Product
• Design decisions go through our design team
• Weekly syncs with Engineering, Operations, and Product
• We expect 5 hours of overlap with Miami time (Eastern Time) daily

Remote, based in Europe or South America.