Staff Software Engineer - Customer Engagement & Docs Platform
Leads development of AI-powered systems for customer engagement using ML/LLMs to provide precise solutions and escalations. Requires 6+ years in large-scale distributed systems with strong product and ML expertise.
About the job
Responsibilities
- Lead design, development, and deployment of systems for Evaluation, Answer retrieval and Quality improvement for helping customers.
- Lead architectural decisions to ensure performance, reliability, and accuracy of the knowledge systems.
- Drive best practices for engineering excellence, including design reviews, code quality, testing strategies, and performance optimizations.
- Deliver high-quality, production-ready code and services end-to-end — including performance tuning, resiliency improvements, and debugging in live environments.
- Contribute to longer-term technical planning and support strategic initiatives in Assistant and Support organizations.
Requirements
- 6+ years of industry experience building and operating large-scale distributed systems.
- Demonstrated technical proficiency in machine learning and software engineering, coupled with a strong product-oriented approach.
- The capacity to define and structure solutions in ambiguous problem domains.
- Ability to mentor and guide junior engineers, as well as to effectively collaborate across various team boundaries.
- Track record of driving high-impact, technically complex initiatives that delivered clear customer or business value.
Nice-to-Haves
- Prior experience with retrieval systems and search technologies.
Skills
Machine Learning, LLMs, Distributed Systems, Retrieval Systems, Search Technologies, Software Engineering, Kubernetes, Spark, Python, Java
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