Introduction :
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 We have changed how conversations take place, moving the conversation away from slow, outdated email and desktop experience to an in-app chat experience that allows users to interact with brands in their time. Through our market leading chatbots and automations, we help brands deliver instant and rapid resolutions. Because agents play a key role in delivering help, our platform gives agents superpowers with automations and AI that simply works. Companies such as Brex, EA, Square, Tencent, Supercell along with hundreds of other leading brands use the Helpshift platform to mobilize customer service delivery. Over 820 million active monthly consumers are enabled on 2B+ devices around the world with Helpshift.
Some numbers which illustrate our scale:
85k/rps
30ms response time
300 GB data transfer/hour
1000 VMs deployed at peak
About the team -
Consumers care first and foremost about having their time valued by brands. Brands need insights into their customer service operation to serve their consumers effectively. Such insights and analytics are delivered through various data products like in-app analytics dashboard and data-sharing integrations.
The data platform team is responsible for designing, building and maintaining the data infrastructure that enables such data products at scale. We build and manage data pipelines, databases, and other data structures to ensure that the data is reliable, accurate, and easily accessible. We also enable internal stakeholders with business intelligence and machine learning teams with data ops. This team manages the platform that handles 2 Million events per minute and process 1+ terrabytes of data daily.
About Role -
- Building maintainable data pipelines both for data ingestion and operational analytics for data collected from 2 billion devices and 800M Monthly active users
- Building analytics dashboards that provides actionable insights and can easily detect anomalies
- Collaborating with data analysts, data scientists and other stakeholders to see what their data needs are and being apart of the analysis process
- Write design specifications, test, deployment and scaling plans for the data pipelines
- Collaborate with team members to ensure data quality, code quality and service level objectives are met and exceeded
- Display strong work ethics. Be a team player with a strong sense of ownership and collaboration.
- Keep calm and learn every day.
About You -
- 2+ years of experience in building and maintaining data pipelines that scale
- Proficiency in high-level object-oriented programming language (Python or Java)
- Experienced in writing efficient SQL, data modeling, and data warehousing skills
- Experience in cloud data platforms like AWS EMR, Redshift/Snowflake etc is a must
- Experience in building modern data lakehouse architectures using AWS and columnar formats like Apache Hudi, Iceberg, Parquet, etc
- Experience in distributed data processing engines like Apache Spark, Apache Flink, Datalfow/Apache Beam, etc
- Knowedge of workflow orchestrators like Airflow, Dasgter is a plus
- Data visualization skills are a plus (Metabase, PowerBI, Tableau, Hex, etc)
- Excellent verbal and written communication skills
- Bachelor’s Degree in Computer Science (or equivalent)
- Hybrid setup
- Worker's insurance
- Paid Time Offs
- Other employee benefits to be discussed by our Talent Acquisition team in India.
Helpshift embraces diversity. We are proud to be an equal opportunity workplace and do not discriminate on the basis of sex, race, colour, age, sexual orientation, gender identity, religion, national origin, citizenship, marital status, veteran status, or disability status.
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