Senior Engineering Manager
Core
Lead the design, development, and operational excellence of systems enabling efficient, intelligent, and personalized customer support across digital self-service and agent-assisted channels.
Role type
Senior Engineering Manager (Customer Support Technology)
Builds
Scalable APIs, internal frameworks, batch processing programs, email systems, and AI tooling for customer support workflows.
Domain
Ecommerce / Customer Support Technology
Required skills
Distributed systems architecture, SOA, SOAP web services, RESTful APIs, messaging solutions (Kafka, Flink), Java, Python, Spring Boot, CI/CD, Docker, Kubernetes, Infrastructure as Code, Agile methodologies, DevOps practices, AI tooling adoption.
Preferred skills
Experience leading globally distributed teams, technical leadership in complex backend systems, enterprise-scale customer support tools expertise, AI-assisted development tools.
Responsibilities
Lead design and end-to-end ownership of scalable APIs and batch programs; Build and scale a high-performing globally distributed engineering team; Provide technical and people leadership for system architecture and career development; Drive integration with customer support platforms and SaaS solutions; Champion adoption of AI and intelligent tooling for productivity and automation; Establish and evolve DevOps practices including observability and reliability engineering; Align engineering priorities with strategic customer support objectives; Ensure system security, resilience, and scalability.
Seniority
Senior, hands-on IC with management responsibilities
