Senior Engineering Manager - Pune

Helpshift is a SaaS platform that enables companies to provide a seamless customer support experience within the app! We are installed on over 2 billion devices and serve over 900 Million active users every month while enabling over ~7 Million conversations every month. You will work on projects that impact these conversations in order to bring maximum value to the consumer.

As Sr. Engineering Manager, you will get a chance to work with and manage a technically rigorous but fun team of engineers. Our engineers are product minded (https://blog.pragmaticengineer.com/the-product-minded-engineer/) and take deep care about shipping quality features and maintaining our systems. Please check out our Engineering Blog: Helpshift Engineering to get a sense of all the interesting work going on at Helpshift.

About the role: 

• You will be leading the team responsible for workflow enhancements like chatbots and auto-assignment systems while integrating with AI features.
• Evaluate software solutions and system performance, as well as supervising the software development team.
• Lead the team in working towards the stability, scalability and resiliency of the Helpshift platform
• Manage the development, deployment, and integration of software solutions.
• Strive to improve performance, efficiency and sustainability of product.
• Advocate on behalf of team members
• Demonstrate patience and use effective explanations when mentoring junior software developers.
• Plan and execute strategies for completing projects on time.
• Determine the need for training and talent development.
• Hire team members and contractors.
• Display strong work ethics. Be a team player with a strong sense of ownership and collaboration.
• Collaborate with other team leaders and departments.

Requirements

Qualifications: 

• Bachelor's degree in software engineering, computer science, information systems, information technology, or similar.
• 5+ years of experience in software development.
• 3+ years experience in team management.
• Ability to mentor junior software developers, as well as to collaborate with all stakeholders.
• Leadership, team building, and mentoring skills
• Exceptional interpersonal and communication skills.
• In-depth knowledge of at least one programming language such as Java, Clojure, Python or JavaScript.
• Production experience of systems using Elasticsearch, Kafka, Redis
• Ability to keep up with software industry trends and innovation.

Nice to have: 

• Have experience in managing a team of 10+ engineers
• Proficiency in documenting processes and monitoring performance metrics.
• Knowledge of functional programming is a plus. (We use Clojure)
• Experience in working with any one of MongoDB, Redis, Elasticsearch, Kafka or Postgresql at scale is good to have.

The Senior Engineering Manager leads engineering work on customer-support workflows, including chatbots and automated assignment, and their integration with AI features. The role combines team management and development delivery with responsibility for platform stability, scalability, resilience, and product performance.

Role at a glance

Skills mentioned

What you will likely work on

• Guide engineering work on chatbots, auto-assignment, and AI integrations.
• Manage software development, deployment, and integration.
• Improve platform stability, scalability, resilience, performance, and efficiency.
• Evaluate software solutions and system performance.
• Plan project work to meet delivery timelines.
• Mentor junior developers and support team members' development.
• Hire engineers and contractors, and identify training needs.
• Coordinate with other team leaders and departments.

Good fit signals

• At least five years of software development experience and three years managing teams.
• A bachelor's degree in a relevant computing or technology field, or similar.
• Production experience with Elasticsearch, Kafka, and Redis.
• Able to mentor developers and collaborate with stakeholders using strong interpersonal and communication skills.
• Experience managing 10 or more engineers is a plus; process documentation, performance metrics, functional programming, and listed database or platform experience at scale are also preferred.