Manager, Software Engineering

We are hiring a Customer Support Technology (CXT) Engineering Manager to join our India Engineering Center and play a crucial role in our mission to establish a world-class engineering team within the Service Monetization organization. Reporting directly to the Engineering Leader of our organization, you will be a key contributor, advancing our customer support technology capabilities and solutions. Your responsibilities include collaborating with key stakeholders, guiding and mentoring fellow engineers, and working hands-on in areas such as customer support tool development, integration with internal systems, automation of support workflows, and ensuring the reliability and scalability of our support platforms.

The ideal candidate will demonstrate an empathetic and service-oriented approach, fostering a culture of innovation and collaboration while enhancing and safeguarding our customer support technology infrastructure. This role presents a unique opportunity to build and strengthen our support technology platforms at a global level. If you are an experienced professional with a passion for impactful customer support technology initiatives and a commitment to driving transformative changes, we encourage you to explore this role. Joining us as a Customer Support Technology (CXT) Engineering Manager allows you to significantly contribute to the trajectory of our customer experience, making a lasting impact as we aim for new heights.

• Lead and mentor a team of engineers to ensure the adoption of best practices, architectural standards, and scalability fostering a collaborative and high-performance work environment.
• Run the day-to-day operations of the engineering team, including managing scrum ceremonies such as grooming, sprint planning, daily stand-ups, and retrospectives.
• Work with product and leadership to define and execute the development roadmap for aligning with business objectives and customer needs.
• Work closely with stakeholders and cross-functional teams to understand requirements, gather feedback, and communicate project progress and status updates to deliver high-quality solutions.
• Manage project timelines, resource allocation, and budgeting to ensure timely and successful delivery of projects.
• Conduct regular one-to-one meetings with team members to provide feedback, support their career development, and address any challenges or concerns.
• Monitor team performance and productivity, identifying areas for improvement and implementing strategies to optimize efficiency.
• Stay abreast of industry standards, regulations, and security practices related to subscriptions and payments processing.
• Collaborate with the DevOps team and other engineering managers to improve the efficiency of the entire engineering org like streamline deployments and monitoring of cloud-native applications.
• Actively participate in hiring and onboarding processes to attract top talent and build a skilled engineering team.

We get excited about candidates, like you, because…

• Bachelor's or Master's degree in Computer Science, Engineering, or a related field.
• 8+ years of engineering in building cloud-native applications, with a strong focus on backend development and microservices architecture.
• 2+ years of experience in managing and leading engineering teams
• Proficiency in programming languages such as Typescript, Go, Java, Python, React, Node.JS, and experience with modern frameworks and technologies.
• Strong understanding of cloud platforms (e.g., AWS, Azure, Google Cloud) and experience in building scalable, reliable, and secure cloud-native applications.
• You’re experienced with cloud technologies (API Gateway, Lambda, EC2, RDS, ECS)
• You’re experienced with databases (PostgresDB/MariaDB, DynamoDB/MongoDB)
• Strong analytical and problem-solving abilities, with a keen attention to foresee long-term product goals and define a roadmap.
• You excel in an Agile and collaborative environment, where your insights and expertise will help create technical solutions loved by our fans.
• Excellent verbal, written communication and interpersonal skills, with the ability to effectively collaborate with cross-functional teams and stakeholders.

The Service Monetization organization is responsible for building, maintaining, and securing systems that enable fan acquisition & membership, provide subscriptions management experience and collect payments for Crunchyroll users. We are directly tied to many streams of revenue and pride ourselves on quality code, service reliability, and teamwork. Our day to day work includes fan acquisition, managing the checkout process, supporting regional expansion, subscription management, integrations with payment providers, payments fraud detection and prevention, optimizations to reduce passive churn while maintaining PCI compliance, and developing customer support tools that empower our support team to better assist fans with their accounts, subscriptions, payments, and other needs. Our services help serve millions of our fans in a highly secure, distributed, and scalable environment that is constantly evolving to meet the needs of both our fans and growing Crunchyroll business!