About the company
Coinbase is a remote-first company on a mission to increase economic freedom. We are building the future of finance and are looking for people who are ready to be pushed past their perceived limits.
Responsibilities
- Lead a high-ownership engineering team building Help Center, social support, and agent knowledge experiences.
- Own end-to-end delivery of self-service discovery, conversational and agentic resolution, intelligent routing, escalation, and human handoff.
- Define architecture for secure, reliable, scalable systems spanning search, knowledge retrieval, chat orchestration, CRM, and ticketing integrations.
- Establish evaluation harnesses, quality metrics, feedback loops, and safeguards for accuracy, groundedness, privacy, and safety.
- Partner with Product, Design, CX Operations, Data, Compliance, Legal, Privacy, and Security on roadmaps, metrics, and execution.
- Evaluate build-versus-buy options and operationalize third-party solutions.
- Break complex initiatives into milestones and drive iterative delivery through experiments, A/B tests, and measured rollouts.
- Own SLAs, SLOs, monitoring, incident response, and operational readiness.
- Coach, develop, hire, and retain exceptional engineers while fostering an inclusive, collaborative culture.
- Communicate progress, risks, and tradeoffs clearly to technical and non-technical stakeholders.
Requirements
- 8+ years of software engineering experience delivering customer-facing products or platforms.
- 3+ years managing high-performing engineering teams, including hiring, coaching, performance management, and team health.
- Production experience with LLM-powered systems, such as RAG, agentic workflows, or tool/function calling, and a strong understanding of quality and safety measurement.
- Experience building and operating distributed systems at scale, including reliability, security, performance, and incident response.
- Strong technical judgment, execution skills, product sensibility, and ability to create structure in ambiguous environments.
- Experience partnering across technical and non-technical teams.
- Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.
- Experience with customer support, knowledge search, or AI-assisted customer experiences.
- Experience 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.