Engineering Manager

Forethought; Canada; On-site; CAD 100,000 - 130,000; Full time

Job summary

A leading AI-driven support platform in Canada is seeking an experienced Engineering Manager to oversee a team of engineers. The ideal candidate will design impactful engineering services and collaborate with product teams to enhance customer support automation. Required qualifications include extensive software engineering experience and expertise in Python and team management. Join us and shape the future of AI-driven customer support.

Qualifications

• 7+ years of experience in a software engineering role.
• Experience managing a team of engineers.
• Expertise in Python with proficiency in FastAPI, Django, or Flask.

Responsibilities

• Manage a team of product engineers.
• Design engineering services for AI features.
• Collaborate with product and design teams.

Skills

Python

Team management

Large-scale distributed systems

Collaboration with AI/ML teams

Scalable solutions design

Education

Bachelor’s or Master’s in Computer Science or related field

Tools

MongoDB

Redis

Elasticsearch

Docker

Kubernetes

Job description

Launched in 2018, Forethought is the first AI-native platform for enterprise customer support, built on a multi-agent architecture for omnichannel resolution. Trusted by leading companies like Upwork, Grammarly, Airtable, and Datadog, Forethought’s AI agents resolve billions of monthly support issues.

We’re looking for a talented Engineering Manager with a growth mindset; a manager who thrives on solving complex challenges and wants to help shape the future of AI-driven customer support.

As a manager on the team, you’ll play a critical role in managing a team of engineers, helping with technical architecture, mentoring, while still being able to jump in and support core development. Our product has over 1 billion monthly interactions, so the work you and your team will do has a big impact for our customers. You will have an opportunity to lead a team building a product that is a leader in our space using the latest models and techniques in AI. Our tech stack leverages modern technologies, including Docker, Kubernetes, Redis, MongoDB, and ElasticSearch.

What You'll Be Doing (Responsibilities):

• Manage a team of product engineers (Full-Stack, Frontend, and Backend engineers).
• Design engineering services that power Forethought’s core AI features, directly impacting the customer experience across our platform.
• Collaborate with product and design teams to translate user needs into scalable solutions that enhance customer support automation.
• Scale and optimize our product to handle over 1 billion monthly interactions, ensuring high performance, reliability, and efficiency across all customer touchpoints.
• Partner with AI/ML engineers to integrate LLM-based capabilities into production workflows, with a focus on reliability, observability, and speed.
• Drive technical excellence by owning projects end-to-end—from architecture and implementation to deployment and monitoring.

Who You Are (Requirements):

• A Bachelor’s or Master’s degree in Computer Science, Statistics, Informatics, Information Systems, or a related field is preferred.
• Demonstrated 7+ years of experience in a software engineering role is required.
• Experience managing a team of engineers.
• Expertise in Python is essential, with proficiency in one of the mainstream Python frameworks (FastAPI/Django/Flask).
• Proven experience in constructing large-scale distributed systems is necessary.
• Ability to craft high-quality, well-tested code to address customer requirements.
• Experience with MongoDB, Redis, and Elasticsearch is preferred.
• Experience working with generative AI frameworks (e.g., LangChain, RAG pipelines, multi-agent systems) is a plus.
• Familiarity with integrating and building applications on top of large language models (e.g., OpenAI, Anthropic, open-source LLMs) is highly valued.