HONK Technologies

Title: Senior Software Engineer - Fullstack Location: Chicago United States Job Description: HONK Technologies redefines the towing and roadside assistance experience and remains dedicated to turning difficult automotive situations into positive, brand-defining experiences. With the highest customer satisfaction scores in the industry and a continued commitment to digital innovation and excellence, HONK remains a trusted partner for some of the nation's largest insurers, fleets, automotive original equipment manufacturers (OEMs), and retailers. We are a fast-moving, product-driven engineering organization focused on building reliable, real-time systems that operate at scale. The Role HONK is seeking a Senior Software Engineer- Fullstack to help architect, build, and scale our core platform and customer-facing products. This role works closely with the CTO and engineering team to develop high-performance applications across the stack, including frontend experiences, backend services, APIs, and cloud infrastructure. This is a hands-on role ideal for someone who enjoys solving complex technical problems, shipping quickly, and contributing to product and technical direction in a collaborative startup environment. This position reports directly to the CTO and is expected to work from our Chicago office 3-5 days per week. What You'll Own - Design, build, and maintain scalable full-stack applications and services. - Develop responsive frontend applications using React and TypeScript. - Build and enhance backend systems using Ruby on Rails and Java. - Architect APIs, real-time systems, and high-throughput microservices, with a heavy focus on optimizing our core dispatch and logistics engine. - Define testing and review practices, introducing automated frameworks into our release process to improve reliability. - Improve platform scalability and reliability by anticipating scaling limits, raising reliability risks early, and improving system observability. - Take ownership of a technical area and its downstream impacts, ensuring decisions align with product goals and do not negatively affect dependent systems or the business. - Collaborate with Product, UX, and Engineering teams to ship customer-facing features. - Support AI-enabled initiatives and automation efforts across internal tools and workflows. - Mentor engineers, provide architectural guidance, and help drive engineering excellence across the team. What You Bring - 8+ years of experience building and shipping scalable web applications and distributed systems, ideally with experience preparing platforms for significant (3-5x) scale. - Deep expertise in Ruby on Rails and Java (our core backend languages). - Strong frontend engineering experience with modern JavaScript frameworks, particularly React and TypeScript. - Demonstrated experience with AWS cloud infrastructure. - Domain expertise in logistics, routing, mapping, or dispatch systems (familiarity with route optimization is a significant plus). - A proven track record of establishing automated testing frameworks and CI/CD quality gates from scratch, rather than simply participating in an existing testing culture. - Strong systems context awareness, demonstrating the ability to consider downstream effects across adjacent systems to avoid cascading failures. - Experience contributing to operational excellence, including establishing observability metrics, monitoring, and proactive debugging of performance issues. - Strong communication skills with the ability to facilitate discussions, clearly communicate technical trade-offs to non-technical stakeholders, and align teams on technical direction. - Curiosity about emerging technologies and experience leveraging AI tools and workflows to improve development velocity. $160,000 - $185,000 a year The pay for this position is based on a number of factors, including market location, and may vary depending on job-related knowledge, skills, and experience. HONK is a total compensation company. Depending on the position offered, commission and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. At HONK, we're a community of diverse and passionate individuals who believe in the power of remote work and the strength of inclusivity. As a remote-first company, we embrace the boundless possibilities of collaboration and flexibility, allowing our team members to thrive from anywhere in the US. HONK is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Employment decisions at HONK are based on merit, qualifications, and business needs without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or any other protected characteristic as outlined by law. Note: HONK does not work with third-party recruiters or staffing agencies for this role. Please be aware of recruiting scams and fraudulent outreach impersonating employers online. All communication regarding this opportunity will come directly from the HONK team through official company channels.

• The Customer Service Operations Manager leads a team of Operations Supervisors and specialists responsible for delivering exceptional roadside assistance experiences at scale. • This role is accountable for frontline and escalation team performance, service quality, customer satisfaction, and operational efficiency. • You will partner closely with Operations, Workforce Management, Training, Product, Technology, and Leadership teams to improve processes, solve complex service challenges, and ensure customers receive timely, empathetic support when they need it most. • Lead from the front and support the team during periods of high demand. • Own performance against key operational metrics, including service levels, quality, customer satisfaction, and productivity. • Provide leadership and guidance for complex customer and service provider escalations. • Partner with Workforce Management, Training, Product, and Engineering teams to improve operational performance and customer outcomes. • Analyze operational data and trends to identify opportunities for improvement and drive corrective action. • Develop and implement process improvements that enhance efficiency, scalability, and service quality. • Conduct regular performance reviews, coaching, and development discussions with direct reports. • Communicate operational performance, risks, and recommendations to senior leadership. • Lead operational response during service disruptions, severe weather events, and other high-impact incidents. • Foster a culture of accountability, collaboration, and continuous improvement while supporting the team wherever needed.

• Partner closely with Account Directors throughout the sales cycle to understand customer objectives, operational challenges, and success criteria. • Lead discovery sessions, product demonstrations, and technical evaluations to help prospective customers assess HONK’s platform and services. • Collaborate with customers to define business requirements, document workflows, and design solutions that align with their operational needs and strategic goals. • Serve as the technical lead during the evaluation process, guiding security reviews, integration discussions, workflow validation, and other due diligence activities. • Assess the feasibility of customer requests and proposed solutions, working closely with Product, Engineering, and Operations teams to ensure alignment with current capabilities and future roadmap priorities. • Support RFP responses, security questionnaires, technical documentation requests, and other pre-sales activities required to advance opportunities. • Act as the primary liaison between Sales and internal stakeholders, ensuring cross-functional alignment on new business and expansion opportunities. • Provide customer feedback, market insights, and emerging requirements to Product and Engineering teams to help inform future product development. • Maintain accurate documentation of customer requirements, proposed solutions, technical dependencies, and implementation considerations throughout the sales process. • Ensure a seamless transition from pre-sales to onboarding by documenting technical requirements, customer expectations, and implementation plans for Account Directors, Account Managers, and Operations teams.

• Champion HONK's platform-quality story to current and prospective partners • Create high-quality, compliant, and robust service networks in targeted geographic zones • Own and protect our joint responsibility of compliance and service standards for our service providers • Drive network quality by rigorously monitoring and managing provider performance against key metrics • Handle a high volume of partner communication across email, phone, and chat • Proactively manage provider churn by diagnosing root causes and leading informed conversations to maintain high retention • Build strong relationships with partners while maintaining clear performance expectations • Warmly hand-hold new partners through their onboarding as needed • Negotiate competitive rate schedules that win the business • Advocate internally for changes that improve outcomes for partners and customers • Travel occasionally to industry events and meet partners in person

• Support Account Directors, Strategic Account Managers, and Customer Success Managers with RFP responses, including writing content, gathering data, and coordinating input from across the business. • Prepare materials for client engagements including QBRs, sales presentations, and executive-level decks, making sure the team walks into every room with something they are proud to put in front of a client. • Handle ad hoc reporting and analysis requests from the Sales and Customer Success teams, turning data into something people can actually use in a client conversation or internal meeting. • Own CRM hygiene across the go-to-market team, keeping contact records, opportunity data, and account information accurate so the pipeline picture is always trustworthy. • Spot processes that are slow, manual, or inconsistent and take the lead on making them better, whether that means building a template, automating a step, or just getting the right people in a room. • Partner with Sales, Customer Success, Product, and Operations on cross-functional initiatives, acting as the connective tissue that keeps projects moving when multiple teams are involved.

• Coordinate vehicle deliveries and logistics assignments, including resolving escalations and maintaining communication with stakeholders. • Manage inbound calls, tasks, chats, and other critical functions pertinent to the Logistics team. • Demonstrate adaptability to changes in the work environment; exhibit the capacity to manage frequent change or unforeseen events; readily accept coaching to align with departmental policies, procedures, and customer service processes. • Identify problems, propose solutions, and collaborate effectively with team members. • Provide level 2 support to specialists, including taking escalated calls and overseeing services when necessary. • Escalate issues appropriately in real-time, including, but not limited to, performance concerns, issues affecting morale, and relevant HR matters. • Manage and oversee the entire lifecycle of services, from initiation to completion, ensuring timely delivery and issue resolution. • Provide support for special projects as required.

• Lead end-to-end onboarding for new clients, ensuring a seamless handoff from Sales through implementation. Coordinate with internal teams, provide training and documentation, and set expectations for ongoing support. • Develop and deliver engaging training to help customers confidently use HONK’s platform and services. Includes creating user-friendly documentation, FAQs, and virtual/in-person sessions. • Drive account growth by identifying cross-sell and upsell opportunities within your portfolio, aligned to each customer’s operational goals and product fit. • Facilitate regular working sessions with client contacts to provide hands-on support, address roadblocks, and share platform best practices. • Track and report on essential KPIs, including net revenue, utilization, conversion, and attachment rates. Leverage these data-driven insights to refine client success strategies and continuously elevate the customer experience. • Review support case trends and coordinate with Support and Engineering teams to implement scalable, long-term solutions. • Conduct strategic account reviews, analyzing implementation performance and offering forward-looking insights to increase platform value. • Provide white-glove support during high-stakes customer events (e.g., seasonal surges, major platform updates). • Manage escalations with the Engineering team, serving as the customer’s advocate and liaison. • Identify and share our most valuable use cases and user stories with our Engineering and Product teams to inform the product roadmap.