Engineering Manager - Customer Experience AI
Coinbase
Remote - IndiaremotePosted 23 days ago
Skill Required
Engineering - ManagersAI EngineerEngineering ManagerEngineeringAIsoftware engineeringSystem DesignSOCGenerative AIKubernetesObservabilityTerraformITILsecuritybuildingGitHub ActionsGraphQLdesignKafkaCloudRubygRPCRAGSQLandGo
Key highlights
- Annual base salary range: ₹9,424,500 — ₹9,424,500 INR.
- Requires 8+ years of software engineering experience, including 2+ years leading teams.
- Eligibility for equity, bonus, and medical/dental/vision benefits.
- Remote‑first role with quarterly in‑person “surges”.
- Must have experience shipping LLM‑powered products and building RAG pipelines.
- Deep understanding of AI safety, including preventing PII leakage.
Role overview
Coinbase is hiring an Engineering Manager to lead the development of its AI‑powered Automated Resolution platform within the CXAI Engineering team, part of the Consumer Engagement and Experience organization. The role involves guiding a team to build generative‑AI driven crypto support systems, integrating internal and third‑party LLM agents, and delivering secure, high‑performing conversational experiences for customers.
Responsibilities
- Drive the roadmap for our conversational AI platform, advancing from decision trees to LLM reasoning, RAG, and agentic workflows.
- Lead integration of third‑party AI solutions while scaling in‑house LLM infrastructure for high‑stakes crypto support.
- Build evaluation frameworks and feedback loops to improve model accuracy, grounding, compliance, and customer outcomes.
- Enable secure agent actions for workflows such as transaction troubleshooting and account recovery through internal APIs.
- Define technical architecture across vector databases, prompt design, and context management to deliver personalized support.
- Own operational excellence across reliability, latency, token cost, and fallback paths to human agents.
- Guide a team building across internal LLM‑based agents and key third‑party integrations, shaping the intelligence layer that understands complex issues, retrieves the right context, and takes meaningful action.
Requirements
- 8+ years of software engineering experience, including 2+ years leading high‑performing teams.
- Experience shipping products powered by large language models, with strong understanding of prompt engineering, fine‑tuning, and the model provider landscape.
- Experience building RAG pipelines and managing the data lifecycle needed to ground AI in real‑time knowledge.
- Strong systems and platform background, including scalable distributed systems in high‑traffic production environments.
- Experience designing quantitative AI evaluation frameworks to measure hallucination rates, accuracy, and customer sentiment.
- Deep understanding of AI safety and guardrails, including preventing PII leakage and unsafe financial outputs.
- Familiarity with vector databases such as Pinecone, Weaviate, or Milvus, and orchestration frameworks such as LangChain or LlamaIndex.
- Proficiency in Golang and experience with modern cloud‑native infrastructure such as AWS and Kubernetes.
- Utilizes generative AI responsibly, maintaining human oversight to deliver business‑ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.
Benefits
- Annual base salary range of ₹9,424,500 — ₹9,424,500 INR (excluding equity and bonus).
- Eligibility for equity and bonus compensation.
- Medical, dental, and vision benefits.
- Remote‑first work model with quarterly in‑person “surges” sessions.
- Support for reasonable accommodations for individuals with disabilities.
Additional details
- Coinbase’s mission to increase economic freedom and its high‑intensity work environment.
- The CXAI Engineering team sits within Coinbase’s Consumer Engagement and Experience (CEE) organization and is reimagining crypto support through generative AI.
- The role is remote‑first, but not remote‑only, with quarterly “surges” for intense in‑person collaboration.
- Job ID: P75782.
- Application limit: candidates may submit a maximum of 3 applications within a 6‑month period.
- Coinbase is an Equal Opportunity Employer, considering applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, genetic information, or criminal history as required by law.
- US applicants: View Employee Rights, Know Your Rights, and E‑Verify Notice of Participation.
- Accommodations: email accommodations@coinbase.com for disability accommodations; screen reader download link provided.
- Data Privacy & Arbitration: by submitting an application, candidates agree to the Candidate Privacy Notice and, for US applicants, arbitration of disputes.
- Coinbase’s commitment to diversity, inclusion, and a culture that pushes employees beyond perceived limits.