Software Engineer- Lead

Helpshift - A Keywords Studio, bridges the disconnect between conventional customer service channels — such as email and phone support — and a growing consumer base that does more on mobile phones and has a strong preference for messaging as the primary mode of communication. Through Helpshift’s AI-powered customer service product, companies can resolve issues efficiently, boosting customer satisfaction in the process. Companies such as Supercell, Scopely, Rovio, and hundreds of other leading brands use the Helpshift platform to provide messaging-first customer support. Helpshift is installed on 2 billion+ devices worldwide and serves more than 820 million active consumers. Some numbers that illustrate our scale:
• 85k/RPS
• 30ms response time
• 300 GB data transfer/hour
• 1000 VMs deployed at peak

We are looking for an ambitious, experienced, driven and solution orientated individual that thrives in a fast-paced, cutting-edge, technology-driven environment. You will be an integral part of our product and platform development team, collaborating with multiple teams to deliver high-quality and highly scalable products.

About the role:
• Design and develop large and complex product features that are delivered to 820M monthly active users and can scale to 100K+ RPS.
• Lead cross-team projects and collaborate with developers, QAs, and other departments.
• Take ownership of the product’s architecture, performance, and quality. Ensure that the right architecture, design, and technical decisions are taken by the developers in the team.
• Take initiatives to ensure that the best practices for software development are followed by the team.
• Optimize application for maximum speed and scalability.
• Contribute to hiring and onboarding processes.
• Keep calm and learn every day.
• 8+ years of medium to large-scale software development experience.
• Strong knowledge of designing and architecting complex systems.
• Experience with benchmarking systems for performance, and failure detection.
• Track record of mentoring and onboarding engineers.
• Experience with project management and related tools and frameworks.
• Knowledge of Posix compliant operating systems (we develop on Mac OS X and deploy on GNU/Linux).
• Excellent problem-solving skills and a proactive approach to issue resolution.
• Excellent verbal and written communication skills.
• Bachelor’s degree in Computer Science (or equivalent).

Nice to Have
• Exposure to project management and related tools.
• Experience of working with Product Managers and Designers.

Helpshift embraces diversity. We are proud to be an equal opportunity workplace and do not discriminate on the basis of sex, race, color, age, ****** orientation, gender identity, religion, national origin, citizenship, marital status, veteran status, or disability status.