Location: Europe or South America (remote)

Team: Engineering

Reports to: Head of Engineering

About Extenteam Extenteam is the AI-driven operations platform for short-term rental property management, headquartered in Miami and founded in 2021. Our platform, Shared Services, handles guest communication and daily operational workflows for 80,000+ properties by pairing an AI orchestration layer with a shared-services team of hospitality-trained specialists, so no guest inquiry goes unanswered, day or night, and no property manager has to staff for the 2am cancellation themselves.

We're industry-only: every workflow, integration, and agent we hire is built around property management specifically, not bolted on from a generalist platform. As we push more of that platform toward AI-led automation and self-serve tools, the software our own Shared Services team works in every day has to keep pace, that's this role.

Why This Role Exists Shared Services' guest communication runs on two things: an AI layer that handles as much of a conversation as it safely can, and a shared-services team of hospitality-trained agents who catch what the AI shouldn't touch alone. Every day, that team hits walls in the platform they use to do the work; bugs, missing tooling, workflows that don't match how a busy overnight shift actually runs. Some of that is a quick fix. Some of it is a signal that the platform is failing at scale, and by the time it reaches Engineering it's already cost real client trust.

We don't have a layer of PMs pre-chewing every one of those signals into a spec. We're hiring an engineer who can sit close to Operations, tell the difference between a one-off bug and a systemic gap, and ship the fix with no handoff required.

The Role You'll report to the Head of Engineering. Priorities are set jointly with the Head of Operations, who owns the operational signal driving what gets built. You'll do two things:

1. Close incoming platform tickets from Shared Services. Agents, Team Leads, and Operations report issues daily; quick fixes, workflow bugs, configuration problems. You triage, diagnose, and ship.
2. Find the pattern and fix it at the source. When multiple agents report the same friction, that's not a ticket, it's a product problem. When a client complaint traces back to repeated agent failures, you ask why the platform is allowing it, and you close that gap for good.

Every ship goes through the same process as any other engineer's here: product filters for coherence, design filters for UX consistency, standard code review. This role works inside those guardrails, not around them.

What You Will Do

• Own features end to end; problem framing, design, backend, frontend, instrumentation, rollout, and the follow-up fixes nobody filed a ticket for.
• Work with founders, product, and design at the whiteboard stage, before anything is written down, and help decide what's worth building.
• Build the AI surfaces of the product; prompt and agent architecture, tool calling, retrieval, guardrails, and the human-in-the-loop escape hatches that make automation safe to ship.
• Build and maintain evals. Treat "does this actually work" as an engineering artifact with a regression suite, not a vibe check before launch.
• Watch real usage. Session replays, logs, transcripts, support tickets,