Senior Software Engineer - Toronto - Roku, Inc.

Description

Teamwork makes the stream work.

Roku is changing how the world watches TV

Roku is the #1 TV streaming platform in the U.S., Canada, and Mexico, and we've set our sights on powering every television in the world. Roku pioneered streaming to the TV. Our mission is to be the TV streaming platform that connects the entire TV ecosystem. We connect consumers to the content they love, enable content publishers to build and monetize large audiences, and provide advertisers unique capabilities to engage consumers.

From your first day at Roku, you'll make a valuable - and valued - contribution. We're a fast-growing public company where no one is a bystander. We offer you the opportunity to delight millions of TV streamers around the world while gaining meaningful experience across a variety of disciplines.

About the team

At Roku, the Customer Care Engineering team is at the forefront of creating innovative solutions that redefine how we support millions of Roku users worldwide. We build and maintain a diverse ecosystem of cutting-edge tools and applications, including the Roku Support help center, advisor-facing tools for call centers, third-party partner integrations, internal web portals, and a robust suite of web services. From customer account management to big data pipelines, automated deployments, and build tools, our work touches nearly every aspect of the Roku experience. Our mission? To empower Roku customers and support teams with seamless automation, intuitive self-service tools, and powerful troubleshooting capabilities. We're passionate about crafting secure, high-performance applications that not only solve problems but also deliver a delightful, branded user experience. If you're excited about building scalable, impactful solutions that make a real difference, this is the team for you.

About the role

Roku is seeking an experienced, versatile, and skilled Full Stack Engineer to join our dynamic Customer Care team. You will play a pivotal role in building and evolving a platform, leveraging web technologies and cutting‑edge generative AI, to support world‑class customer care experiences including intelligent chatbots, agent dashboards, telephony integration, and self‑service workflow automation. Your expertise will help shape intelligent, scalable solutions that enhance customer support experiences and multiple support call centers globally.

What you'll be doing

• Design, develop, test, deploy, document, and maintain full stack web applications for a multi‑region CRM platform
• Determine the strategic and tactical direction of the front‑end architecture with cross‑browser compatibility, accessibility and search engine optimization
• Build and optimize Retrieval‑Augmented Generation (RAG) solutions to power chatbot interactions
• Advocate for operational excellence, driving best practices in monitoring, performance, and reliability.
• Participate in the agile development process, including scoping, technical design, effort estimation, coding, testing, debugging, code reviews, maintenance, and support
• Write clean, efficient, and maintainable code across frontend and backend services
• Monitor, debug, and resolve issues across the stack to maintain platform reliability.
• Stay updated on emerging technologies, bringing innovative ideas to enhance the platform.
• Collaborate with product managers, UX designers, data science and larger engineering team on business and architecture proposals to deliver seamless customer care experiences.

We're excited if you have

• 12+ yrs of relevant web development and production application support of highly trafficked consumer‑facing web applications.
• In‑depth experience with React and relevant toolset/framework ecosystem.
• Expert‑level knowledge of JavaScript, Typescript – prototypical inheritance, scope and closures.
• Experience with js, , Express, SASS/LESS, AWS, npm, Git and CI a necessity.
• Experience with cloud platforms (e.g., AWS, GCP, Azure) and microservices architectures
• Strong understanding of database systems (SQL and NoSQL).
• Familiarity with DevOps practices and tools (CI/CD, Docker, Kubernetes).
• Ability to decompose complex problems into manageable units of work.
• Excellent problem‑solving skills and ability to work in an agile environment.
• Effective communication and collaboration skills.
  
• Bachelors or Master's degree in Computer Science, Engineering, or equivalent.
• Experience with customer service platforms or CRM systems is preferred
• Hands‑on experience developing RAG solutions or working with LLMs for chatbots is preferred
• Knowledge of service mesh architectures is preferred
• Exposure to observability tools and practices (e.g., Prometheus, Grafana) are preferred.

Our Hybrid Work Approach

Roku fosters an inclusive and collaborative environment where teams work in the office Monday through Thursday. Fridays are flexible for remote work except for employees whose roles are required to be in the office five days a week or employees who are in offices with a five day in office policy.

Benefits

Roku is committed to offering a diverse range of benefits as part of our compensation package to support our employees and their families. Our comprehensive benefits include global access to mental health and financial wellness support and resources. Local benefits include statutory and voluntary benefits which may include healthcare (medical, dental, and vision), life, accident, disability, commuter, and retirement options (401(k)/pension). Our employees can take time off work for vacation and other personal reasons to balance their evolving work and life needs. It's important to note that not every benefit is available in all locations or for every role. For details specific to your location, please consult with your recruiter.

Accommodations

Roku welcomes applicants of all backgrounds and provides reasonable accommodations and adjustments in accordance with applicable law. If you require reasonable accommodation at any point in the hiring process, please direct your inquiries to

The Roku Culture

Roku is a great place for people who want to work in a fast‑paced environment where everyone is focused on the company's success rather than their own. We try to surround ourselves with people who are great at their jobs, who are easy to work with, and who keep their egos in check. We appreciate a sense of humor. We believe a fewer number of very talented folks can do more for less cost than a larger number of less talented teams. We're independent thinkers with big ideas who act boldly, move fast and accomplish extraordinary things through collaboration and trust. In short, at Roku you'll be part of a company that's changing how the world watches TV.

We have a unique culture that we are proud of. We think of ourselves primarily as problem‑solvers, which itself is a two‑part idea. We come up with the solution, but the solution isn't real until it is built and delivered to the customer. That penchant for action gives us a pragmatic approach to innovation, one that has served us well since 2002.

To learn more about Roku, our global footprint, and how we've grown, visit

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