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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 Engineering Manager at Hiver (Hybrid, India)
Lead architecture, delivery, and team development at Hiver as an Engineering Manager. Help build scalable customer service software spanning email, chat, phone, and WhatsApp.
Description
- Lead product delivery from initial planning through execution, including project decomposition, architecture discussions, documentation, diagrams, and implementation
- Set and maintain the team’s engineering practices, processes, and standards
- Own the technical architecture, guide engineering design, and make key technical decisions
- Prioritize the feature roadmap, deliver planned work, and reduce technical debt
- Partner with product managers, designers, developers, and QA in a cross-functional environment
- Report on the team’s progress and communicate its overall perspective
- Work with Support to investigate and resolve technical issues
- Partner with Talent Acquisition on candidate sourcing, screening, interviews, and hiring
- Increase team productivity through technology investments, process improvements, and continuous delivery
- Support team morale, remove obstacles, and mediate disagreements
- Guide team members’ careers, provide ongoing feedback, represent them in annual reviews, and recognize strong performance
- Develop and expand the team’s capabilities to deliver business solutions
Requirements
- 8–12 years of relevant experience, including at least one year managing and owning delivery for a high-performing engineering team
- Bachelor’s degree in a technical discipline
- Comfort working in a fast-paced environment with significant ambiguity
- Strong database knowledge and data-modeling expertise
- Proven ability to lead, manage, and mentor engineering teams
- Experience designing and building distributed systems
- Strong project-management skills, including delivering complex, high-quality projects on schedule
- Demonstrated individual technical accomplishments
- Strong computer science fundamentals and proficiency in at least one interpreted language, such as PHP, Python, or Ruby on Rails
- Experience developing software in a commercial product environment
- Experience leading teams that build software for scale
- Excellent communication skills and a collaborative, open team approach
- Experience working with global customers and agile methods; serverless architecture experience is a plus
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