Role Overview

We are on a mission to rid the world of bad customer service by “mobilizing” the way help is delivered. Today’s consumers want an always-available customer service experience that leaves them feeling valued and respected. Helpshift helps B2B brands deliver this modern customer service experience through a mobile-first approach. We have changed how conversations take place, moving the conversation away from a slow, outdated email and desktop experience to an in-app chat experience that allows users to interact with brands in their own time. Through our market-leading AI-powered chatbots and automation, we help brands deliver instant and rapid resolutions. Because agents play a key role in delivering help, our platform gives agents superpowers with automation and AI that simply works. Companies such as Scopely, Supercell, Brex, EA, Square along with hundreds of other leading brands use the Helpshift platform to mobilize customer service delivery. Over 900 million active monthly consumers are enabled on 2B+ devices worldwide with Helpshift.

Some numbers that illustrate our scale:

85k/rps
30ms response time
300 GB data transfer/hour
1000 VMs deployed at peak

Responsibilities

Design and build scalable backend systems that power data-intensive and analytics-driven use cases
Develop high-performance data access layers and services, enabling efficient querying, transformation, and serving of large datasets
Work with modern platforms like Snowflake to build and optimize data workflows
Build and contribute to intelligent data products, leveraging GenAI/LLM capabilities for use cases like anomaly detection, summarization, and insights generation
Apply strong data modeling practices to design clean, scalable, and maintainable data schemas for analytics and product use cases
Collaborate closely with product, analytics, and business stakeholders to translate requirements into robust technical solutions
Own end-to-end system design including architecture, performance, scalability, reliability, and security considerations
Continuously improve system performance through query optimization, caching strategies, and efficient data access patterns
Contribute to real-time and near real-time data processing systems where required
Write clear design documents, conduct code reviews, and ensure high engineering standards
Mentor team members on backend engineering best practices, system design, and modern data platform usage

Requirements

3+ years of experience in backend engineering, building scalable, reliable, and high-performance systems in production environments
Strong proficiency in at least one high-level programming language (Python, Java, or similar) with solid grounding in data structures, algorithms, and problem-solving
Strong working knowledge of SQL, including query optimisation, performance tuning, and working with large-scale datasets
Hands-on experience with relational and/or analytical databases (e.g., Snowflake, Redshift, PostgreSQL, MySQL, etc.), including data modelling and schema design
Good understanding of distributed systems fundamentals, including scalability, fault tolerance, and system design
Familiarity with cloud platforms (AWS/GCP/Azure) and modern data infrastructure concepts
Exposure to data-intensive applications, such as high-throughput APIs, event-driven systems, or analytics platforms
Interest in or experience with modern data platforms (e.g., Snowflake) and willingness to quickly learn data engineering tooling and paradigms
Basic understanding of security, networking, and production system operations (monitoring, observability, reliability)
Exposure to or strong interest in GenAI / LLM capabilities (e.g., embeddings, vector search, prompt engineering, or LLM-powered applications) is highly desirable
Experience with streaming or real-time systems (Kafka, Kinesis, etc.) is a plus
Experience with data pipeline technologies (Spark, Airflow, etc.) is a plus
Data visualization skills are a plus (PowerBI, Metabase, Tableau, Hex, Sigma, etc)
Bachelor’s Degree in Computer Science (or equivalent)
Strong verbal and written communication skills