Senior Backend Engineer - Case Management

Deliveroo; Greater London; On-site; GBP 90,000 - 120,000; Full time

Job summary

Deliveroo is seeking a Senior Backend Engineer to help build and evolve a new Case Management system powering support-case handling across DoorDash, Wolt, and Deliveroo. You will own end-to-end initiatives for backend services, including case lifecycle, routing, queue management, and migration from legacy systems.

You will design scalable APIs and collaborate with Product, Operations and Data teams to define problems, prototype solutions, and drive delivery while maintaining reliability and

Qualifications

• Strong backend engineering experience, including designing and operating backend services, APIs, asynchronous workflows, and data models at meaningful scale.
• Proficiency in at least one modern backend language, and a record of writing exemplary code for core functionality.
• Demonstrated ownership of complex, customer-facing or operations-critical projects from design to production.
• Experience breaking projects into parallelizable work with accurate estimates.

Responsibilities

• Lead one or more project-level Case Management initiatives from discovery through rollout and ownership.
• Design and build scalable backend services and APIs for case creation, routing, assignment, transfers, and queues.
• Help migrate traffic across platforms while delivering feature parity with legacy systems.
• Make project-level technical decisions and write design docs outlining interactions and risks.
• Scope ambiguous problems, weigh long-term vs short-term trade-offs, and craft durable solutions.
• Collaborate with Product, Operations, Support, Data, and other teams to shape the roadmap.
• Coordinate project status, dependencies, and escalations to keep on-time delivery.
• Enforce quality objectives: reviews, logging, monitoring, and incident readiness.
• Act as incident commander when needed and contribute to runbooks and backlog items.
• Introduce AI best practices, including evals, privacy, and review of AI-generated code.

Skills

Backend design

APIs

Asynchronous workflows

Data modeling

AI tools

Team leadership

Code reviews

Tools

Go

Job description

Our Global Structure

Deliveroo is now part of DoorDash, bringing together teams with even greater reach, scale, and ambition. Depending on your role, you may collaborate with teammates, systems, and leaders across DoorDash and Wolt. Together, we're unlocking new possibilities as one global team.

Role overview

We are looking for a Senior Backend Engineer to help build and evolve our new Common case-management system, which powers support-case handling across DoorDash, Wolt, and Deliveroo.

You will own significant end-to-end initiatives across our backend services: case lifecycle, routing and assignment, queue management, case evidence and history, and migration from legacy systems. This is a hands-on role for someone who can turn ambiguous customer and operational problems into durable technical solutions, coordinate other engineers, and set the standard for reliability and craftsmanship on the team.

What you'll do

• Lead one or more project-level Case Management initiatives, on your own or by guiding a group of engineers, from discovery and design through rollout, measurement, and operational ownership.
• Design and build scalable backend services and APIs for case creation, routing, assignment, transfers, audit history, notes, attachments, and queue-management workflows.
• Help deliver feature parity with legacy platforms while safely migrating traffic across DoorDash, Wolt, and Deliveroo.
• Make and own most technical decisions within your scope. Write project-level design documents covering how sub-features interact, identify dependencies and risks, and break work into parallelizable delivery plans.
• Scope ambiguous customer and operational problems, weigh long-term against short-term trade-offs, and design durable solutions.
• Partner with Product, Operations, Support, Data, and other engineering teams to define the right problems. Shape the team roadmap through prototypes, data analysis, project proposals, and backlog prioritization.
• Run the coordination a project needs, such as status updates and dependency tracking, and escalated early to keep delivery on time.
• Enforce team-wide quality objectives: lead design reviews, calibrate quality metrics, and improve logging, monitoring, alerting, and escalation policies.
• Serve as first responder or incident commander, model good incident practice, and turn what you learn into playbooks and backlog work.
• Introduce and guide AI best practices for the team, including evals, data privacy, and review of AI-generated code, and take part in AI-powered projects when they are central to the product.
• Design reusable, self-serviceable solutions, and consider cost efficiency, including compute and AI costs, in key designs.
• Mentor engineers through code reviews, design guidance, tech talks, and constructive feedback. Interview candidates, join sell calls, and take part in hiring events when the team needs them.

Must-have qualifications

• Strong backend engineering experience, including designing and operating backend services, APIs, asynchronous workflows, and data models at meaningful scale.
• Proficiency in at least one modern backend language, and a record of writing exemplary code for the core functionality of key components.
• Demonstrated ownership of complex, customer-facing or operations-critical projects from technical design through production rollout.
• Experience breaking projects into parallelizable work, identifying dependencies and risks, and giving accurate estimates for yourself and others.
• Hands-on experience using AI development tools to improve productivity, while validating generated output for correctness, security, privacy, maintainability, and reliability.
• Strong product judgment: the ability to turn ambiguous workflows and user needs into simple, maintainable technical solutions.
• Proven ability to collaborate across functions, bring the right stakeholders into decisions at the right time, and explain trade-offs clearly to technical and non-technical audiences.
• Strong engineering craft: testing, code review, observability, incident response, security, and operational readiness, with experience designing for reliability.
• Comfort working on systems with high correctness and auditability requirements, including traceability of decisions and changes.
• A mentoring mindset and a record of raising team-wide engineering standards.

Nice-to-have qualifications

• Go experience.
• Experience with migration from legacy systems, gradual rollouts, traffic shadowing, and feature-parity programs.
• Experience supporting internal tools or operational user interfaces from the backend side.
• Experience with high-volume, multi-region, or multi-tenant systems.
• Experience as an incident commander or in running an on-call rotation.
• Experience building and one invited? Wait.
• Experience building AI-powered features, including evaluation of model output.

What success looks like

Delivers a major Case Management initiative with clear technical o