Senior Developer

Location: Remote US

Department: Revenue Operations

Spinnaker Support is seeking a Senior Developer to design, develop, enhance, and support Customer Service Management (CSM) and case management solutions on the platform. This role is focused on owning and extending an existing CSM/TPSM implementation, reducing reliance on external implementation partners, and ensuring the platform remains scalable, supportable, and auditable. 

The ideal candidate brings strong experience in development, workflow automation, integration design, release management, and platform stewardship, particularly in environments where the developer must inherit and improve an instance originally configured by a third party. This role starts while the platform is still being implemented with an external partner. The successful candidate will work alongside that partner through user acceptance testing, production deployment, and customer cutover before the engagement closes, which is the fastest path to full ownership of the platform. 

The Senior Developer is responsible for solution build, technical quality, environment promotion, and release ownership. This model mirrors the company’s broader platform operating structure by clearly separating business ownership from technical delivery. 

Requirements:

• 5+ years of hands-on development experience
• Experience supporting enterprise-scale implementations in a fast-growing global business
• Strong hands-on experience designing, configuring, developing, and supporting  CSM applications and workflows
• Experience inheriting and stabilizing a  environment originally implemented by a third party
• Demonstrated ability to review, understand, and improve existing configurations without introducing regression risk
• Experience performing peer review of partner-delivered configuration, update sets, and release artifacts
• Strong experience developing scalable workflows
• Experience enhancing Case Management, Customer Service Portals, Knowledge Management, Agent Workspace, Enterprise integrations 
• Able to support working hours with overlap across EMEA or APAC business hours 
• Certified System Administrator (CSA) 
• Certified Application Developer (CAD)
• Certified Implementation Specialist, Customer Service Management (CIS-CSM) strongly preferred 
• Exposure to AI capabilities such as Now Assist, Predictive Intelligence, or intelligent workflow automation is a plus 

Responsibilities:

• Design, build, enhance, and deploy solutions and custom applications using established SDLC standards and out-of-the-box functionality where appropriate
• Translate business requirements into scalable technical solutions in partnership with the Business Analyst, platform stakeholders, and business teams
• Configure and enhance  CSM/TPSM modules, workflows, forms, rules, and user experiences 
• Review, validate, and improve partner-delivered configuration for quality, maintainability, and adherence to internal standards 
• Troubleshoot and resolve platform defects, workflow issues, and performance bottlenecks 
• Maintain platform integrity across production and non-production environments Support UAT, release readiness, and Change Review Board processes 
• Work closely with the Business Analyst and business stakeholders to triage and resolve defects, support testing and user validation