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 We have changed how conversations take place, moving the conversation away from a slow, outdated email and desktop experience to an in-app chat experience that allows users to interact with brands in their own time.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
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 dashboards and data-sharing integrations.
The data platform team is responsible for designing, building, and maintaining the data infrastructure that enables such data and analytics 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 processes 1+ terabytes of data daily.
About Role -
- Building maintainable data pipelines both for data ingestion and operational analytics for data collected from 2 billion devices and 900M Monthly active users
- Building customer-facing analytics products that deliver actionable insights and data, easily detect anomalies
- Collaborating with data stakeholders to see what their data needs are and being a part of the analysis process
- Write design specifications, test, deployment, and scaling plans for the data pipelines
- Mentor people in the team & organization
- 3+ years of experience in building and running data pipelines that scale for TBs of data
- Proficiency in high-level object-oriented programming language (Python or Java) is must
- Experience in Cloud data platforms like Snowflake and AWS, EMR/Athena is a must
- Experience in building modern data lakehouse architectures using Snowflake and columnar formats like Apache Iceberg/Hudi, Parquet, etc
- Proficiency in Data modeling, SQL query profiling, and data warehousing skills is a must
- Experience in distributed data processing engines like Apache Spark, Apache Flink, Datalfow/Apache Beam, etc
- Knowledge of workflow orchestrators like Airflow, Dasgter, etc is a plus
- Data visualization skills are a plus (PowerBI, Metabase, Tableau, Hex, Sigma, 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, color, age, sexual orientation, gender identity, religion, national origin, citizenship, marital status, veteran status, or disability status
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