## Company Description About Grab and Our Workplace Grab is Southeast Asia's leading superapp. From getting your favourite meals delivered to helping you manage your finances and getting around town hassle-free, we've got your back with everything. In Grab, purpose gives us joy and habits build excellence, while harnessing the power of Technology and AI to deliver the mission of driving Southeast Asia forward by economically empowering everyone, with heart, hunger, honour, and humility. ## Job Description Get to Know the Team The Grab Agent Experience team, part of Grab Support Tech Family, builds the systems that power Grab's support journey for consumers, drivers, and merchants. We are transforming support experience through automations, AI-powered solutions and platforms help users & Agents find more relevant information, resolve issues through self-service, and receive faster, more accurate assistance when they need help. Our team is made up of multiple teams across product, engineering, design, data science, analytics, and business. We are looking for experienced individuals who are user-centric and data-driven, able to think holistically and creatively, communicate well, and are great team players. We like creative team members, people who can think outside the box, influence, and get stuff done even if it seems impossible. We work fast, push the boundaries, and try new things. Sometimes they don't work, so we embrace learning from failures and a culture of lifelong learning. Get to Know the Role As a Senior Software Engineer, Fullstack, you will design, build, and operate full-stack systems for Grab Support Tech Family. You will work on Ruby on rails, React, frontend applications, Golang backend services, APIs, microservices, and support workflows that power Help Centre and related support platforms. You will lead technical designs independently, break down ambiguous problems, align stakeholders, and deliver reliable solutions end to end. You will also own production quality through monitoring, incident response, operational excellence, and continuous improvement of system health. You will report to the Senior Software Engineering Manager and work onsite at Grab Vietnam office, CMC Creative Space. The Critical Tasks You Will Perform - Design, build, and maintain full-stack features using Ruby on rails, Golang, and Grab's internal platform tooling. - Lead technical design and implementation for support journeys across Help Centre, support workflows, backend APIs, and internal platforms. - Build scalable, reliable, and observable microservices that integrate with downstream systems and support business-critical operations. - Develop clean, accessible, and maintainable frontend experiences for users, agents, and internal support teams. - Collaborate with product managers, designers, data scientists, QA/SET, and other engineering teams to define requirements and deliver high-quality solutions. - Own production readiness, including monitoring, alerting, dashboards, operational runbooks, and release quality. - Participate in on-call support, incident handling, OPI/OSI follow-ups, root cause analysis, and prevention work. - Use tools such as Datadog, Kibana, logs, metrics, and traces to debug production issues and improve system reliability. - Improve testing practices across unit, integration, UAT, and end-to-end layers, and contribute to GSTF quality metrics. - Review code and technical designs, mentor other engineers, and raise the engineering quality bar across the team. ## Qualifications What Essential Skills You Will Need - 4+ years of experience, with strong full-stack development experience. - Hands-on experience with Ruby on rails, React, building production frontend applications, and Golang for backend services, APIs, and microservices. - Good understanding of distributed systems, service design, API design, data modelling, and reliability trade-offs. - Experience leading technical design and delivering projects independently from requirements to production rollout. - Good familiarity with AI-assisted software development and modern AI engineering practices, including effective use of coding agents and LLM APIs in daily development workflows. - Experience building maintainable, testable code with strong unit, integration, and/or end-to-end testing practices. - Strong debugging skills across frontend, backend, logs, metrics, and production systems. - Strong ownership, communication, and stakeholder management skills. - Mentor engineers, give clear code review feedback, and improve team engineering practices. The Nice-to-Haves - Experience with Temporal or other workflow orchestration systems. - Experience building AI-powered user experiences, support automation, agent-assist tools, chatbot flows, or intelligent self-service products. - Experience with ticketing systems, Help Centre, CRM, or customer support platforms. ## Additional Information Life at Grab We care about your well-being at Grab, here are some of the global benefits we offer: - We have your back with Term Life Insurance and comprehensive Medical Insurance. - With GrabFlex, create a benefits package that suits your needs and aspirations. - Celebrate moments that matter in life with loved ones through Parental and Birthday leave, and give back to your communities through Love-all-Serve-all (LASA) volunteering leave - We have a confidential Grabber Assistance Programme to guide and uplift you and your loved ones through life's challenges. - Balancing personal commitments and life's demands are made easier with our FlexWork arrangements such as differentiated hours What We Stand For at Grab We are committed to building an inclusive and equitable workplace that enables diverse Grabbers to grow and perform at their best. As an equal opportunity employer, we consider all candidates fairly and equally regardless of nationality, ethnicity, religion, age, gender identity, sexual orientation, family commitments, physical and mental impairments or disabilities, and other attributes that make them unique.