Engineering Manager - Customer Experience AI

About the role

We are looking for an Engineering Manager to lead the team building AI-native customer-experience surfaces such as the Help Center, social support and knowledge platforms. You will define technical strategy for AI-assisted self-service support while ensuring safety, privacy and reliability.

Key responsibilities

• Lead a high-ownership engineering team delivering Help Center, social support and agent knowledge experiences.
• Own end-to-end delivery of self-service discovery, conversational and agentic resolution, intelligent routing, escalation and human handoff.
• Define architecture for secure, reliable, scalable systems spanning search, knowledge retrieval, chat orchestration, CRM and ticketing integrations.
• Establish evaluation harnesses, quality metrics, feedback loops and safeguards for accuracy, groundedness, privacy and safety.
• Partner with Product, Design, CX Operations, Data, Compliance, Legal, Privacy and Security on roadmaps and execution.
• Set and monitor SLAs, SLOs, incident response processes and operational readiness.
• Coach, develop, hire and retain engineers while fostering an inclusive culture.

Required profile

• 8+ years of software engineering experience delivering customer-facing products or platforms.
• 3+ years managing high-performing engineering teams, including hiring, coaching and performance management.
• Production experience with LLM-powered systems (RAG, agentic workflows, tool/function calling) and strong understanding of quality and safety measurement.
• Experience building and operating distributed systems at scale with reliability, security and incident response responsibilities.

Required skills

• LLM, Retrieval-Augmented Generation, agentic workflows, tool/function calling.
• Distributed systems, reliability engineering, security, performance, incident response.
• Kubernetes, Terraform, CircleCI, Buildkite, cloud platforms.
• SQL, NoSQL, gRPC, GraphQL, Kafka, message queues.
• Ruby or Go (or ability to ramp quickly).