# Engineering Manager - Customer Experience AI

**Company:** [Coinbase](https://hotfix.jobs/companies/coinbase)
**Location:** Remote
**Role:** Engineering Management
**Experience:** 8+ years
**Skills:** LLMs, Prompt Engineering, Fine-Tuning, RAG, Agentic Workflows, Distributed Systems, Ai Evaluation, Ai Safety, Vector Databases, Pinecone, Weaviate, Milvus, LangChain, Go, AWS
**Posted:** 2026-06-22

> Leads an engineering team developing an AI-powered automated resolution platform for crypto customer support, including LLM agents, RAG, evaluation, safety guardrails, and secure workflow actions. Requires 8+ years of software engineering experience and 2+ years of team leadership.

## Job Description

## Responsibilities
- Drive the roadmap for a conversational AI platform, advancing from decision trees to LLM reasoning, retrieval-augmented generation (RAG), and agentic workflows.
- Lead integration of third-party AI solutions while scaling in-house LLM infrastructure for high-stakes crypto support.
- Build evaluation frameworks and feedback loops to improve model accuracy, grounding, compliance, and customer outcomes.
- Enable secure agent actions for workflows such as transaction troubleshooting and account recovery through internal APIs.
- Define technical architecture across vector databases, prompt design, and context management to deliver personalized support.
- Own operational excellence across reliability, latency, token cost, and fallback paths to human agents.

## Requirements
- 8+ years of software engineering experience, including 2+ years leading high-performing teams.
- Experience shipping products powered by large language models, with strong understanding of prompt engineering, fine-tuning, and the model provider landscape.
- Experience building RAG pipelines and managing the data lifecycle needed to ground AI in real-time knowledge.
- Strong systems and platform background, including scalable distributed systems in high-traffic production environments.
- Experience designing quantitative AI evaluation frameworks to measure hallucination rates, accuracy, and customer sentiment.
- Deep understanding of AI safety and guardrails, including preventing PII leakage and unsafe financial outputs.
- Familiarity with vector databases such as Pinecone, Weaviate, or Milvus, and orchestration frameworks such as LangChain or LlamaIndex.
- Proficiency in Golang and experience with modern cloud-native infrastructure such as AWS and Kubernetes.
- Ability to use generative AI responsibly, maintain human oversight, and drive measurable improvements in workflow efficiency, cost, and quality.

## Compensation and Benefits
- Annual base salary: ₹9,424,500–₹9,424,500 INR.
- Total compensation may also include equity, bonus eligibility, and medical, dental, and vision benefits.

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