Hiver
Hiver
51 – 200 Employees
Artificial IntelligenceB2BSaaS
Hiver is an AI-native SaaS company building omnichannel customer service software for businesses. Its platform began as a Gmail-native helpdesk and has expanded into Hiver Omni, a unified workspace for managing email, chat, Slack, voice, WhatsApp, and self-service portals. Hiver’s AI capabilities include AI Agents, AI Copilot, AI Help Center, AI Insights, and AI QA, supporting ticket triage, reply drafting, multi-step actions across connected business systems, and knowledge-base maintenance. The product combines shared inboxes, internal collaboration, and integrations with tools such as Salesforce, Shopify, and NetSuite. Hiver serves customer support, finance, IT service management, and HR teams, and the company reports that its platform is used by more than 10,000 teams. Its growing team works on AI, customer experience, SaaS infrastructure, and enterprise software for complex support operations.

Senior Backend Software Engineer III

Senior backend engineer role focused on scaling distributed systems and AI capabilities at Hiver’s customer service platform. Build reliable APIs, model-serving pipelines, and collaborative support features.

Description

  • Scale backend platforms for rapidly increasing traffic and AI workloads
  • Develop low-latency inference and retrieval APIs, caching systems, and model-serving pipelines
  • Strengthen reliability, resilience, and performance across monolithic and microservices architectures
  • Use Kafka and RabbitMQ to create high-throughput, event-driven data pipelines
  • Work with ML and AI teams to deploy embeddings, rerankers, RAG solutions, and evaluation processes
  • Deliver features across backend APIs, domain models, and data pipelines from design through release
  • Embed AI recommendations, copilots, and retrieval-based workflows into the product
  • Partner with product and design teams to create consumer-grade user experiences
  • Build secure, compliant workflows for structured and unstructured customer data
  • Own observability through tracing, metrics, dashboards, feature flags, and SLOs
  • Lead investigation of complex problems spanning frontend, backend, infrastructure, and model pipelines
  • Run postmortems, identify root causes, and implement improvements to engineering processes

Requirements

  • At least five years of experience building and scaling production systems end to end
  • Strong backend development experience with Go, Java, Python, or Ruby on Rails
  • Thorough knowledge of distributed systems, concurrency, performance optimization, and resilience
  • Experience with SQL and familiarity with NoSQL databases and caching systems
  • Exposure to production model serving, including embeddings and inference APIs
  • Strong cloud infrastructure fundamentals, preferably with AWS
  • Experience working with containers and CI/CD pipelines
  • Experience delivering AI systems or features to production is an advantage

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