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Salary: INR 9,424,500 - 9,424,500 / annual
Coinbase is hiring an Engineering Manager to lead the Consumer Engagement and Experience (CEE) Surfaces team, which owns the front door to customer support across help.coinbase.com, social support, and Athena (the internal knowledge platform for CX agents). The team is rebuilding these experiences to be AI-native, with retrieval, generation, and agentic resolution at the core.
In this role, you will lead a high-ownership engineering team and set technical strategy for AI-assisted self-service support. You'll own end-to-end delivery of self-service discovery, conversational and agentic resolution, intelligent routing, escalation, and human handoff. Key responsibilities include defining architecture for secure, reliable, scalable systems spanning search, knowledge retrieval, chat orchestration, CRM, and ticketing integrations; establishing evaluation harnesses and quality metrics for accuracy, groundedness, privacy, and safety; and partnering with Product, Design, CX Operations, Data, Compliance, Legal, Privacy, and Security teams.
You will evaluate build-versus-buy options, operationalize third-party solutions, break complex initiatives into milestones, and drive iterative delivery through experiments and measured rollouts. You'll own SLAs, SLOs, monitoring, incident response, and operational readiness. Additionally, you'll coach, develop, hire, and retain exceptional engineers while fostering an inclusive, collaborative culture, and communicate progress, risks, and tradeoffs to technical and non-technical stakeholders.
Required: 8+ years of software engineering experience delivering customer-facing products; 3+ years managing high-performing engineering teams (hiring, coaching, performance management); production experience with LLM-powered systems (RAG, agentic workflows, tool/function calling); experience building and operating distributed systems at scale; strong technical judgment and product sensibility; experience partnering across technical and non-technical teams; responsible use of generative AI; experience with customer support or AI-assisted customer experiences; familiarity with shared infrastructure, cloud platforms, Kubernetes, Terraform, CircleCI, or Buildkite; experience with SQL/NoSQL, gRPC, GraphQL, Kafka, or message queues; proficiency in Ruby or Go or ability to ramp quickly.
