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CoinbaseEngineering - ManagersRemote

Engineering Manager - Customer Experience AI

Remote - IndiaFull-timeSenior₹9,424,500 – ₹9,424,500
Posted Aug 14, 2026Deadline: Keep Open
Job SnapshotActively hiring
LocationRemote - India
Job typeFull-time
Salary₹9,424,500 – ₹9,424,500
DeadlineKeep Open

Finjobsly Role Intelligence

Experience level
Senior
Work style
Remote
Visa sponsorship
Not specified
Salary
₹9,424,500 – ₹9,424,500
Key skills
GoRubySQLKafkaGraphQLKubernetesTerraformCompliance

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Company insights

57

Happiness score

57/100

Based on 10 verified employee signals

Coinbase reports record trading-volume market share in Q2 2026

Coinbase reported record crypto trading-volume market share of 10.3% and its 14th consecutive quarter of positive adjusted EBITDA. Prediction-market contracts and revenue grew 106% quarter over quarter.

Coinbase expands into equities, pre-IPO futures and new prediction markets

Coinbase introduced zero-commission stock trading features, thematic equity-index futures, pre-IPO perpetual futures and new prediction-market contracts as part of its Everything Exchange strategy.

mid-2026From the webCoinbase→

George Osborne appointed chair of Coinbase’s Global Advisory Council

Coinbase appointed former UK Chancellor George Osborne to chair its Global Advisory Council and lead the council’s expanded strategic mission.

late 2025From the webCoinbase→

Coinbase prices upsized $2.6 billion convertible-note offering

Coinbase priced $1.3 billion each of 0% convertible senior notes due in 2029 and 2032, increasing the private offering from its initially announced $2 billion size.

mid-2025From the webCoinbase Investor Relations→

AI Generated Insights

Finjobsly Intelligence— Generated from the employer's job description

What you'll own

Lead the engineering team that builds and operates AI‑native self‑service support surfaces, owning end‑to‑end delivery, architecture, SLAs, monitoring, and incident response.

What they're looking for

8+ years of software engineering experience, 3+ years of managing high‑performing teams, and hands‑on work with LLM‑powered, distributed systems (RAG, agentic workflows) plus familiarity with cloud/Kubernetes, Ruby or Go, and data technologies.

Why this role matters

The role drives the core front‑door experience for millions of Coinbase customers, improving automated resolution quality, safety, and cost while advancing the company’s mission of economic freedom.

Fintech requirements

Visa sponsorship: No
Work arrangement: remote

About this role

Ready to do the most impactful work of your career? At Coinbase, we are uncompromising on our mission to increase economic freedom. The bar is high, the environment is intense, and we like it that way. This isn't a place for complacency, it’s a place to be pushed past your perceived limits. If you're ready to build the future of finance alongside people who refuse to settle for "good enough," you belong here. Coinbase is a remote-first, but not remote-only company. Expect to get together quarterly for intense in-person working sessions called “surges.” learn more about working at Coinbase.

Coinbase’s Consumer Engagement and Experience (CEE) Surfaces team owns the front door to support for millions of customers: help.coinbase.com, social support, and Athena, the knowledge platform used by CX agents. We are rebuilding these experiences to be AI-native, with retrieval, generation, and agentic resolution at the core.

We’re hiring an Engineering Manager to lead and scale the team responsible for these surfaces. You’ll set technical strategy and 12-month direction for AI-assisted self-service support, improving automated resolution quality and customer satisfaction while meeting Coinbase’s standards for safety, privacy, reliability, and cost.

What you’ll do

  • Lead a high-ownership engineering team building Help Center, social support, and agent knowledge experiences.
  • Own end-to-end delivery of self-service discovery, conversational and agentic resolution, intelligent routing, escalation, and human handoff.
  • Define architecture for secure, reliable, scalable systems spanning search, knowledge retrieval, chat orchestration, CRM, and ticketing integrations.
  • Establish evaluation harnesses, quality metrics, feedback loops, and safeguards for accuracy, groundedness, privacy, and safety.
  • Partner with Product, Design, CX Operations, Data, Compliance, Legal, Privacy, and Security on roadmaps, metrics, and execution.
  • Evaluate build-versus-buy options and operationalize third-party solutions.
  • Break complex initiatives into milestones and drive iterative delivery through experiments, A/B tests, and measured rollouts.
  • Own SLAs, SLOs, monitoring, incident response, and operational readiness.
  • Coach, develop, hire, and retain exceptional engineers while fostering an inclusive, collaborative culture.
  • Communicate progress, risks, and tradeoffs clearly to technical and non-technical stakeholders.

Required Skills and Experience: 

  • 8+ years of software engineering experience delivering customer-facing products or platforms.
  • 3+ years managing high-performing engineering teams, including hiring, coaching, performance management, and team health.
  • Production experience with LLM-powered systems, such as RAG, agentic workflows, or tool/function calling, and a strong understanding of quality and safety measurement.
  • Experience building and operating distributed systems at scale, including reliability, security, performance, and incident response.
  • Strong technical judgment, execution skills, product sensibility, and ability to create structure in ambiguous environments.
  • Experience partnering across technical and non-technical teams.
  • Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality
  • Experience with customer support, knowledge search, or AI-assisted customer experiences.
  • Experience with shared infrastructure, cloud platforms, Kubernetes, Terraform, CircleCI, or Buildkite.
  • Experience with SQL/NoSQL, gRPC, GraphQL, Kafka, or message queues.
  • Proficiency in Ruby or Go, or ability to ramp quickly.

 

Job ID - P75782

Pay Transparency Notice: The target annual base salary for this position can range as detailed below. Total compensation may also include equity and bonus eligibility and benefits (including medical, dental, and vision).

Annual base salary range (excluding equity and bonus):
₹9,424,500—₹9,424,500 INR
  • Application Limit: Candidates may submit a maximum of 3 applications within a 6-month period.
  • Equal Opportunity Employer: Coinbase is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or genetic information. Applicants with criminal histories will be considered consistent with applicable federal, state, and local laws.
  • US Applicants: View Employee Rights, Know Your Rights, and E-Verify Notice of Participation.
  • Accommodations: If you are an individual with a disability who needs a reasonable accommodation, email us your request and contact info at accommodations[at]coinbase.com. Need screen reading technology? Click here to download a free compatible screen reader and view the tutorial.
  • Data Privacy & Arbitration: By submitting your application, you agree to our Candidate Privacy Notice. US applicants: By submitting your application, you agree to Arbitration of Disputes.

More about this role

About company

Required skills

GoRubySQLKafkaGraphQLKubernetesTerraformCompliance