AI-Driven CX Engineering Manager (Remote)

Coinbase; Indiana (PA); Hybrid; USD 83,000 - 113,000; Full time

Job summary

Coinbase is hiring an Engineering Manager to lead the surfaces used for customer support knowledge and self-service. You will set technical strategy for AI-assisted self-service, and own end-to-end delivery of discovery, conversation, and escalation workflows.

You will guide a high-ownership engineering team, define secure architectures, establish quality metrics, and collaborate with product, design, legal, privacy, and security to deliver safe, scalable experiences at global scale.

Qualifications

• 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.

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.

Skills

Engineering leadership

LLM-powered systems

Distributed systems

Security & privacy

Kubernetes

Terraform

Go

Ruby

SQL/NoSQL

Stakeholder communication

Tools

Kubernetes

Terraform

CircleCI

Buildkite

GraphQL

Kafka

gRPC

SQL/NoSQL

Job description

Coinbase is hiring an Engineering Manager to lead the surfaces used for customer support knowledge and self-service. You will set technical strategy for AI-assisted self-service, and own end-to-end delivery of discovery, conversation, and escalation workflows.

You will guide a high-ownership engineering team, define secure architectures, establish quality metrics, and collaborate with product, design, legal, privacy, and security to deliver safe, scalable experiences at global scale.