Senior Engineering Manager, Coinbase

• 10+ years of software engineering experience, including 3+ years managing managers
• Proven track record of leading full stack engineering teams delivering scalable web applications and APIs
• Strong technical foundation in AWS, Golang, React, and modern cloud-native architectures
• Experience managing SaaS platform integrations (e.g., Salesforce, Twilio, Zendesk, or similar)
• Demonstrated experience integrating or building AI-powered customer support solutions, such as chatbots, LLM-based assistants, or automation workflows
• Strong analytical and problem-solving skills — able to use data, metrics, and customer feedback to guide decisions
• Excellent communication and collaboration skills, with experience working across time zones and cultures
• You know what high quality code — and software engineering processes — look like and know how to foster an environment that creates them
• A passion for improving the customer experience through technology and automation
• Background in global-scale customer support or contact center technology

Desirable

• Team - We’re looking for a Senior Engineering Manager to lead our Customer Engagement & Experience (CEE) Platforms team, which is responsible for building, buying and configuring, and scaling the technology that powers our customer support channels
• In this role, you’ll oversee Coinbase’s both custom-built and SaaS-based AI-powered customer self-service and automation capabilities , as well as applications that enable customers to chat, email, or call our support lines accessible through our Help Center
• You’ll drive the next generation of AI-powered self-service and automation, with an ambitious goal to automate 90% of customer contacts improving efficiency, customer satisfaction, and support quality at scale
• Role - You’ll lead a distributed team of 30+ engineers and managers across North America, LATAM, and India, guiding them to deliver high-quality, reliable, and intelligent systems that support over 100 million customers worldwide
• You’ll report to the Director of Engineering and collaborate closely with Product, Data Science, and Customer Experience teams to define strategy, architecture, and execution for our customer facing support technology ecosystem
• Lead multiple engineering teams building customer-facing tools that power our chat, email, and voice support channels
• Collaborate with Product Managers to define and execute a strategy for AI-driven self-service and automation, reducing contacts and improving customer satisfaction (CSAT)
• Oversee integration and customization of SaaS platforms and in-house applications to deliver seamless customer and agent experiences
• Partner with Product and CX to use metrics, customer feedback, and voice-of-customer insights to improve quality and performance
• Provide technical leadership across AWS, Golang, and React ecosystems, ensuring scalability, performance, and reliability
• Partner with CX to conduct buy vs. build analysis and RFP’s on emerging AI capabilities
• Build flexible architecture to allow quick plug and experimentation of new AI vendors into our tooling landscape
• Build a secure and scalable architecture to allow the onboarding of multiple CX automation vendors and their orchestration (among vendors and internal, custom automation solutions)
• Develop and mentor a globally distributed team of engineers and managers, fostering growth, accountability, and technical excellence
• Partner with data and AI teams to leverage LLMs, workflow automation, and predictive systems that enhance customer interactions
• Drive operational excellence through effective incident management, monitoring, and continuous improvement practices
• Work with our talent organization to source and hire bar raising engineers who raise Coinbase's talent bar, culture, and our products
• Foresee potential issues before they arise and adapt your own approach, working within constraints to avoid adverse impact
• Communicate across the company to technical and non-technical leaders with ease via weekly and monthly program updates