Senior Engineering Manager at Helpshift | Pune

Helpshift is an innovative SaaS platform dedicated to transforming customer support by enabling businesses to deliver an unparalleled support experience directly within their applications. With installations on over 2 billion devices and a monthly active user base exceeding 900 million, we facilitate approximately 7 million conversations every month. As a Se…

About Us:At Helpshift - A Keywords Studio, we revolutionize customer service by seamlessly connecting traditional support channels like email and phone with the modern preference for mobile messaging. Our AI-driven customer service solutions empower companies to efficiently resolve issues, enhancing customer satisfaction and engagement. Trusted by industry leaders such as Supercell, Scopely, and Rovio, Helpshift is utilized on over 2 billion devices globally, serving more than 820 million active users. Here are some statistics that showcase our impressive scale:85k requests per second (RPS)30 milliseconds response time300 GB data transfer per hour1,000 virtual machines deployed at peak timesWe are on the hunt for a motivated and skilled Software Engineer II who thrives in a dynamic, technology-focused environment. As a key member of our product and platform development team, you will collaborate across multiple teams to deliver high-quality, scalable products.

Helpshift empowers businesses to deliver an innovative customer support experience tailored for a mobile audience. Our platform is present on over 2 billion devices—approximately one-third of smartphones globally—and facilitates over 900 million active users each month, enabling 9 million conversations monthly. Your role will focus on projects that enhance these interactions, ensuring maximum value is delivered to consumers.Scale at a Glance:85k requests per second30 ms average response time300 GB data transferred per hour1000 virtual machines deployed at peak timesAbout Our Team:At Helpshift, we have established a QA Guild responsible for overseeing quality assurance for all projects across the organization. This guild collaborates closely with engineering, product, and design teams to ensure effective implementation and optimal user scenarios.You will join a dynamic startup environment, working alongside talented professionals from diverse backgrounds, where you will be consistently challenged and will collaborate intensively with various teams.Your Role:Develop comprehensive test plans, specifications, and cases for product features.Take full responsibility for feature testing and ensure tasks are completed effectively.Identify potential challenges and risks, providing accurate test estimates for feature testing.Execute regression test suites thoroughly.Conduct exploratory testing to uncover issues.Lead the development and maintenance of automation test suites.Enhance test coverage for critical system features using automation techniques.Hands-on experience with version control systems such as Git or SVN is essential.

About the Role:Join Helpshift as a Senior Product Designer, where you will spearhead the design of exceptional customer-support and player-engagement experiences that reach millions of users globally. You will take charge of the complete design process for Helpshift's innovative AI-driven support platform, tackling intricate problem areas and navigating through ambiguous product landscapes. In this position, your influence will extend beyond mere interface design; you will redefine how leading global brands provide scalable support. Your work will encompass AI agents, proactive engagement strategies, and comprehensive product refresh projects, transforming complex workflows into user-friendly and intuitive experiences.Key Responsibilities:Lead the entire design lifecycle from discovery to information architecture, user flows, wireframes, prototypes, and final UI.Convert business and product objectives into actionable design strategies and meaningful user experiences.Collaborate with Product and Engineering teams to establish user-centered results, prioritize project scopes, and develop iterative solutions in areas like AI Agents, Proactive Engagement, and product modernization.Facilitate problem definition, ideation, and concept generation to streamline complex workflows.Conduct and analyze user research, including interviews and usability testing, to inform design decisions.Enhance UX quality by participating in design critiques, mentoring peers, and contributing to Helpshift’s design ethos.Support and mentor junior designers, fostering their skills and enhancing their contributions.

Join Our Team as a Senior Engineering Manager!At Helpshift, a proud member of Keywords Studios, we are revolutionizing customer support by bridging the gap between traditional service channels and the modern consumer's preference for mobile and messaging communication. Our AI-driven platform empowers companies to address customer issues swiftly and effectively, enhancing overall satisfaction.Leading brands like Supercell, Scopely, and Rovio rely on Helpshift to deliver messaging-first customer support. With our technology installed on over two billion devices globally, we serve more than 820 million active users. We seek an ambitious, experienced, and solution-focused individual who thrives in a dynamic, technology-forward environment.At Keywords Studios, we continue to develop world-class services tailored for video game and interactive content creators. Our team members are passionate, skilled, and committed to excellence. We value diversity and celebrate the uniqueness of our talent, whether in one of our 70+ studios around the globe or collaborating virtually.As a Senior Engineering Manager, you will lead a technically adept and enthusiastic team. Our engineers are product-minded and dedicated to delivering high-quality features while maintaining robust systems. Explore our Helpshift Engineering Blog to discover the exciting work happening at Helpshift.

Join Helpshift, a pioneering SaaS platform that empowers businesses to deliver an exceptional customer support experience seamlessly integrated within their applications! With our technology installed on over 2 billion devices, we engage with more than 900 million users monthly, facilitating approximately 7 million conversations every month. As a Senior Engineering Manager, you will spearhead projects that enhance these interactions, maximizing value for consumers.In this role, you will lead a dynamic and technically adept team of engineers who prioritize product quality and care deeply about delivering impactful features. Our Engineering Blog showcases the fascinating work we undertake at Helpshift. Be part of a culture that values innovation and quality!Key Responsibilities:Lead the team focused on enhancing workflows, including chatbots and auto-assignment systems, while integrating AI capabilities.Evaluate software solutions and system performance, mentoring the software development team.Ensure the stability, scalability, and resilience of the Helpshift platform.Oversee the development, deployment, and integration of software solutions.Drive improvements in performance, efficiency, and sustainability of our products.Advocate for team members and foster a positive work environment.Mentor junior software developers with patience and clarity.Strategically plan and execute project timelines.Identify training needs and foster talent development.Recruit and onboard team members and contractors.Exhibit strong work ethics and collaborative spirit.Collaborate effectively with team leaders and other departments.

Join our mission at Helpshift, where we aim to revolutionize customer service by providing a seamless, mobile-first experience. In a world where consumers expect immediate and respectful interactions, our platform empowers B2B brands to engage with their customers through innovative in-app chat solutions. We have transformed traditional customer service methods, moving away from sluggish email exchanges to dynamic real-time conversations that prioritize user convenience.Our cutting-edge AI-powered chatbots and automation tools enable brands to offer instant resolutions, enhancing the role of customer service agents by equipping them with powerful automation tools that work seamlessly. Trusted by industry leaders such as Scopely, Supercell, Brex, EA, and Square, Helpshift is currently enabling over 900 million active consumers on more than 2 billion devices globally.Our Impact:85,000 requests per second30 milliseconds average response time300 GB data transferred per hour1,000 virtual machines deployed during peak timesAbout Our Team:At Helpshift, we understand that consumers value their time. Therefore, we provide brands with essential insights into their customer service operations through various data products, including in-app analytics dashboards and data-sharing integrations.The Data Platform team is pivotal in creating and maintaining the infrastructure required to support these analytics products at scale. We are responsible for building and managing robust data pipelines, databases, and other data structures to ensure data reliability and accessibility. Our team also collaborates with internal business intelligence and machine learning groups to provide data operations support, handling 2 million events per minute and processing over 1 terabyte of data daily.Your Role:Design and maintain robust data pipelines for both data ingestion and operational analytics, utilizing data from 2 billion devices and 900 million monthly active users.Develop customer-facing analytics products that provide actionable insights and facilitate anomaly detection.Work closely with data stakeholders to address their data needs and participate in the analytical process.Draft design specifications, test plans, deployment strategies, and scaling methodologies for data pipelines.Mentor team members and contribute to organizational knowledge sharing.

Location: PuneAbout the Team and Role:As a Senior Software Engineer (SSE) in our Continuous Product Development (CPD) team, you'll be instrumental in guiding initiatives that focus on the product roadmap, ensuring long-term stability, and delivering exceptional customer satisfaction to our enterprise clients. You will collaborate closely with leadership and a diverse range of stakeholders from other engineering teams, as well as the Product and Support departments.Your work will span across Rubrik's releases, addressing both our on-premise data backup and SaaS solutions. You will be expected to gain a robust understanding of our product and engineering architecture, including our distributed job framework, data lifecycle management, filesystem, and metadata store.We are looking for an accomplished senior engineer to join our growing team. Your responsibilities will include developing and maintaining high-performance software applications. Strong programming and troubleshooting skills, coupled with a solid design capability and an understanding of distributed systems, are essential. You should be able to work autonomously as well as collaboratively within a team. Familiarity with the storage domain is advantageous but not mandatory.At Rubrik, our SSEs are self-motivated and capable of managing their own workflows. We empower engineers by assigning them responsibilities rather than tasks. Our aim is to inspire and challenge you to perform at your best by allowing you to make your own decisions. We maintain a transparent structure that encourages exercising your judgment, even in critical situations, fostering capable engineers and a satisfied workforce, ultimately leading to enhanced customer delight.

Job Title: DevOps Engineer IILocation: Pune (Hybrid)About the Team:The DevOps team is integral to Helpshift engineering, providing technical depth across various domains. We manage the creation, maintenance, scaling, and security of the infrastructure utilized by multiple teams for critical workloads.Key Areas of Work:Provisioning and maintaining production and development infrastructureDatabase infrastructure managementAutomation processesCore infrastructure focusing on scalability, performance, and optimizationSecurity and compliance adherenceEngineering processes enhancementAs a member of this team, you will be instrumental in building and scaling infrastructure that supports both production workloads and internal engineering teams, influencing vital decisions at Helpshift.Responsibilities:Design, implement, and maintain secure CI/CD pipelines for automated deployment, configuration, and testing.Manage Helpshift production services, ensuring comprehensive monitoring and rapid resolution of production issues.Develop a zero-downtime upgrade process for core infrastructure components (ScyllaDB, Elasticsearch, Kafka, MongoDB, Redis) and facilitate smooth transitions between cloud service providers.Collaborate with development and operations teams to embed security practices within the software development lifecycle.Perform regular security assessments, vulnerability scans, and penetration testing to identify and mitigate risks.Create and maintain Infrastructure as Code (IaC) templates for secure cloud resource provisioning and configuration.Respond to production incidents, conducting thorough investigations and implementing remediation measures.Stay informed about current security threats, vulnerabilities, and best practices, making recommendations for continual improvement.Contribute significantly to the security, scalability, and reliability of our infrastructure and applications.Work closely with cross-functional teams to implement security best practices throughout the development lifecycle, automate security processes, and enhance DevSecOps capabilities.Mentor junior team members.

ABOUT THE ROLEWe are seeking a highly skilled Senior Frontend Engineer with extensive experience in Vue.js to enhance our user interfaces across a diverse range of websites and applications. In this pivotal role, you will be responsible for frontend architecture, the creation of reusable components, and fostering collaboration among design and backend teams.KEY RESPONSIBILITIESFrontend DevelopmentDesign and maintain cutting-edge frontend applications utilizing Vue.js.Transform UI/UX designs into visually appealing, responsive interfaces.Create and uphold reusable components and frontend best practices.Guarantee cross-browser functionality, accessibility, and optimal performance.Team CollaborationWork closely with designers, backend developers, and QA specialists.Conduct code reviews and mentor junior frontend engineers.Engage in project planning and technical discussions.

Keywords International is looking for an Implementation Engineering Manager to guide its engineering team in Pune. This position centers on managing the execution of multiple engineering projects, keeping them on schedule and up to quality standards. Role overview The Implementation Engineering Manager will coordinate project delivery, working closely with cross-functional groups to support project goals. The role requires attention to both technical outcomes and process improvement. What you will do Oversee the implementation of engineering projects from planning through delivery Ensure projects meet established quality benchmarks and deadlines Work with teams across departments to develop solutions and streamline operations Requirements Experience leading engineering teams Strong project management skills Ability to collaborate with diverse teams and drive process improvements

Role Overview Helpshift is looking for a Software Engineer II focused on Developer Productivity. This hybrid role is based in Pune, Maharashtra, India. What You Will Do Develop and improve internal tools that help teams build and deploy Helpshift products more efficiently. Automate build and testing workflows to support a smoother release process. Manage packaging and product releases, ensuring reliability and consistency. Identify and implement solutions to streamline the software development lifecycle (SDLC). Work with technologies such as Jenkins, Docker, Kubernetes, Python, and Ansible to drive tooling improvements. Tech Stack Jenkins Docker Kubernetes Python Ansible Location Pune, Maharashtra, India (Hybrid)

Design and implement Infrastructure-as-Code (IaC) solutions utilizing Terraform, CDK, or Pulumi.Create and maintain CI/CD pipelines for efficient Cloud Deployments.Develop custom automation solutions using Lambda Functions or Azure Functions.Demonstrate proficiency in programming languages including Python, JavaScript, Bash, PowerShell, and C#.Oversee code repositories and conduct peer code reviews to ensure quality standards.Maintain code hygiene and develop robust test cases for all solutions.Provide mentorship and training to junior engineers within the team.Work within Agile development frameworks to manage tasks effectively.Utilize Jira for task management, ensuring readiness for each sprint.Collaborate on proof of concept projects for strategic enterprise customers.Partner closely with customers to design, document, and implement complex integrations.Build and nurture strategic relationships with key contacts at major brands.Demonstrate excellent time management skills, handling multiple tasks and projects concurrently.Conduct analysis and audits on existing Helpshift implementations to identify areas for improvement.Become proficient in Helpshift’s suite of administrative tools, including AI products and mission-critical support functions.Work collaboratively with Account and Customer Success Managers to ensure overall customer satisfaction and success.Continuously enhance the development process through improved documentation and customer-facing content.

Core Responsibilities:• Architect, execute, and oversee the deployment of enterprise-grade secure and fault-tolerant infrastructure.• Collaborate with cross-functional teams to design, develop, and implement scalable features that align with platform and infrastructure security requirements, including environmental monitoring and incident response.• Partner closely with Information Security teams to ensure adherence to organizational best practices.• Support the creation of practical demonstrations for proposed solutions and present them to team members.• Seamlessly integrate new and existing applications into private, public, and hybrid cloud environments.• Automate deployment pipelines to ensure scalability, security, and reliability.• Embed security practices within our CI/CD pipelines utilizing tools such as SonarQube.• Enhance the security posture of our cloud infrastructure and empower engineering teams to improve application security.• Champion security initiatives across engineering teams at Helpshift.• Foster a culture of automation to eliminate repetitive tasks.• Contribute to team growth by mentoring and interviewing prospective engineers.

ABOUT THE ROLEWe are looking for a dynamic Web Engineering Manager to spearhead and nurture our web development team based in Pune, as an integral part of our global Web organization. This position emphasizes effective people management, project delivery, and overall team well-being, empowering engineers to excel while ensuring alignment with international standards and technical directives.In this role, you will collaborate closely with Lead Developers, QA teams, and regional stakeholders to guarantee seamless delivery across an extensive portfolio of corporate and marketing websites, which includes both legacy systems and a contemporary web stack.As part of the onboarding process, the successful candidate will engage in a two-week orientation at our London office to align on operational methodologies, standards, tools, and key stakeholders.KEY RESPONSIBILITIESTeam Leadership & People ManagementLead and support a talented team of web developers based in Pune.Facilitate regular one-on-ones, performance evaluations, and career development initiatives.Cultivate a positive, inclusive, and high-performance team culture.Assist in onboarding and mentoring new team members.Serve as the primary people manager for the Pune web development team.Delivery & ExecutionOversee daily project delivery, capacity planning, and prioritization of workloads.Ensure timely delivery of work adhering to established quality standards.Collaborate with Project Management, QA, and DevOps teams to facilitate smooth releases.Identify potential delivery risks and escalate issues as needed.Help establish and maintain consistent development processes.Collaboration & AlignmentWork closely with Lead Developers to align with architectural and technical standards.Engage with global stakeholders from London, the US, and Europe.Support recruitment efforts for the Pune team alongside global leadership.Act as a local point of escalation for delivery or personnel-related matters.Continuous ImprovementAssist in enhancing development practices and team workflows over time.Promote the adoption of innovative tools, platforms, and processes.Encourage knowledge sharing and continuous learning within the team.

Role overview TietoEVRY seeks a Senior Software Engineer in Pune. This role centers on building software that streamlines operations and enhances user experiences. Collaboration with colleagues from various departments is a key part of the work, ensuring that requirements are clear and solutions are effective. What you will do Design and develop software tailored to business needs Work closely with cross-functional teams to gather and clarify requirements Deliver code that is both high quality and maintainable Contribute to process improvements and better outcomes for users Location This position is based in Pune.

About AlphaSense: Join the ranks of the world's leading companies that trust AlphaSense to eliminate uncertainty in their decision-making processes. Our platform harnesses advanced AI to provide critical market intelligence and insights from a vast array of reliable content, including equity research, company filings, event transcripts, expert calls, news articles, trade journals, and proprietary research from clients.Following our acquisition of Tegus in 2024, we are poised to further our mission of empowering professionals to make informed decisions through enhanced AI-driven market intelligence. Together, we will accelerate innovation and broaden content capabilities, enabling users to extract comprehensive insights from an extensive range of datasets. Trusted by over 6,000 enterprise clients, including many S&P 500 companies, AlphaSense was founded in 2011 and has grown to over 2,000 employees globally, with offices in the U.S., U.K., Finland, India, Singapore, Canada, and Ireland. We invite you to be part of our journey!About the TeamThe Integrations team at AlphaSense is leading the charge in Enterprise Intelligence, dedicated to equipping users with tools that facilitate the seamless capture of vital insights, converting them into actionable intelligence for impactful decision-making.Our diverse range of connectors allows clients to effortlessly integrate their enterprise data into AlphaSense, enriched by our advanced intelligence to support precise decision-making for financial institutions and corporations.Our integration team operates with the agility of a 'Startup Within A Startup.'The RoleWe are on the lookout for a creative, driven, and enthusiastic Senior Software Engineer to play a pivotal role in developing cutting-edge solutions within our Enterprise Knowledge Platform, focusing on User Financial Data. As part of our elite team, you will be instrumental in implementing advanced technology to create scalable, secure, and reliable enterprise solutions, tackling substantial technical challenges while leading efforts in...

Join Helpshift as a Software Engineer II - Backend. At Helpshift, we uphold five core Leadership Principles that guide our daily operations and collective goals. These principles represent our identity within Keywords Studios and reflect our collaborative spirit in achieving success:Power of Partnerships: We work closely with our clients, acting as an extension of their teams. Our shared passion and purpose enable us to support their visions and bring their stories to life.One Keywords: We harness the power of an efficient global network, combining the strengths of local studios with the agility of a global platform, creating our unique advantage.Raise the Game: Embracing innovation and technology is at our core. We leverage our collective experience to deliver new value in gaming and beyond, helping our clients thrive.Embrace an Open World: We celebrate diversity in talent and ideas from our global community. This inclusivity empowers us to produce world-class entertainment for our partners.Trust through Transparency: We foster open, honest relationships with our people, clients, and communities. Clear communication is essential as we pursue success together.Your Profile:A minimum of 4 years of experience in medium to large-scale server-side software development.Strong verbal and written communication skills.Deep understanding of computer science fundamentals, including data structures and algorithm time complexity.Familiarity with Posix-compliant operating systems, specifically Mac OS X and GNU/Linux, and comfort with CLI tools.Proficient in writing unit, functional, and regression tests, with a preference for knowledge in generative testing.A Bachelor's Degree in Computer Science or an equivalent field.Requirements:Experience using distributed version control tools (Git preferred).Functional programming experience, particularly with Clojure, is a plus.Familiarity with JVM is advantageous.Experience working with scalable databases such as MongoDB, Redis, Elasticsearch, Kafka, or PostgreSQL is beneficial.Experience in system performance benchmarking and failure detection is a plus.Projects You May Work On:Developing a chatbot conversation engine capable of scaling to millions of conversations daily.Designing and building highly scalable and resilient workflows for automatic issue routing based on events.Creating and implementing APIs for internal features in the agent dashboard and external-facing APIs for integrations.

Join Onit as a Senior AI Engineer and lead the charge in developing cutting-edge artificial intelligence solutions. You will be responsible for designing, implementing, and optimizing AI models that enhance our products and services.

Platform Technical Overview: The platform is architected as a Service-Oriented Architecture (SOA) to deliver significant flexibility, allowing independent autoscaling of functional units. Each functional unit is equipped with a customized tech stack tailored to its use case.Web servers are primarily managed by Jetty, Node.js, PHP, and the Play framework, with a full commitment to HTML and JavaScript—eliminating any reliance on Flash components. Given the high interaction nature of the platform, many units are write-heavy, utilizing various data stores such as MySQL, Couchbase, Redis, and Elasticsearch based on specific use cases.If you are an innovator, you are likely familiar with docker.io, which is transforming development practices. At MindTickle, we leverage Docker extensively in our development workflow.Additionally, with the support of AWS, features such as autoscaling and services like SQS enhance our infrastructure’s health while minimizing operational effort.We are seeking a passionate technology evangelist to join our core engineering team.Job Profile:Design and manage scalable infrastructure for the MindTickle Platform Engine.Innovate and design new engagement concepts.Contribute to open-source projects.