You will be part of the DevOps team at Helpshift, responsible for creating, maintaining, scaling, and securing infrastructure used by many teams for critical workloads. The team works in various areas, including production and development infrastructure provisioning and maintenance, database infrastructure, automations, core infrastructure, security and compliance, and engineering processes.

Responsibilities:

• Design, implement, and maintain secure CI/CD pipelines for automating deployment, configuration, and testing processes.
• Own Helpshift production services and ensure complete monitoring coverage, troubleshoot, and fix production issues.
• Build a seamless zero-downtime process to upgrade our core infrastructure (ScyllaDB, Elasticsearch, Kafka, MongoDB, Redis).
• Collaborate with development and operations teams to integrate security practices into the software development lifecycle.
• Conduct regular security assessments, vulnerability scans, and penetration testing to identify and mitigate security risks.
• Develop and maintain infrastructure as code (IaC) templates for provisioning and configuring cloud resources securely.
• Monitor and respond to production incidents, including investigation, containment, and remediation activities.
• Stay up-to-date with the latest security threats, vulnerabilities, and best practices, and make recommendations for continuous improvement.

Requirements:

• Relevant experience of 5+ years and above.
• In-depth knowledge of running/managing UNIX-like operating systems (we use Ubuntu).
• Strong knowledge of networking protocols, security architectures, and identity and access management (IAM) principles.
• Experience with containerisation technologies (e.g., Docker, Kubernetes) and securing containerised environments.
• Experience in designing and building solutions that are highly scalable, fault-tolerant, and cost-effective.
• Experience of various FOSS tools for monitoring, graphing, capacity planning, and logging.
• Experience with IaaC tools like Ansible, Puppet, and Terraform.
• Experience with cloud computing platforms like Amazon AWS, Google Cloud Platform, and Heroku.
• Experience with managing NoSQL and RDBMS.
• Experience with queuing systems (Kafka, RabbitMQ) and Big data platforms (Hadoop).
• Good programming skills with a focus on scripting (Python, Shell, Perl).
• Ability to analyse bottlenecks in architecture and quickly debug to reach resolution for issues.
• Have an automation mindset and the ability to reason and work with complex systems.
• Excellent communication and documentation skills.
• Quick learner and good mentor for junior team members.

Benefits:

• Hybrid setup
• Worker's insurance
• Paid Time Offs
• Other employee benefits to be discussed by our Talent Acquisition team in India.

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Helpshift is looking for a Senior UX Designer to lead the design of customer-support and player-engagement experiences that impact millions of users worldwide. You will drive end-to-end design for Helpshift’s rapidly evolving AI-first support platform, working across complex problem spaces and ambiguous product areas. In this role, you won't just design interfaces, you'll shape how global brands deliver support at scale. You’ll work on AI agents, proactive engagement, and large-scale product refresh initiatives, turning complex workflows into intuitive and human-centered experiences.

Responsibilities

• Drive the full design lifecycle: discovery → IA → flows → wireframes → prototypes → polished UI.
• Translate business and product goals into clear, actionable design direction and thoughtful user experiences.
• Collaborate cross-functionally with Product and Engineering to define user-centered outcomes, prioritize scope, and build iterative solutions across areas like AI Agent, Proactive Engagement, and product modernization.
• Lead problem framing, ideation, and concept development to simplify complex workflows.
• Conduct and synthesize user research (interviews, usability tests, behavioral insights) to validate decisions.
• Elevate UX quality by contributing to design critiques, mentoring peers, and shaping Helpshift’s design culture.
• Guide, support, and mentor junior designers, helping them improve their craft, decision-making, and overall impact.

Requirements

• 5+ years of experience in UX/Product Design, HCI, or related fields(or equivalent experience solving complex product problems)
• A strong portfolio showcasing end-to-end design process and clear problem solving is a must.
• Depth in core design fundamentals: interaction design, IA, UX writing basics, visual hierarchy, and accessibility.
• Proficiency in research methods such as discovery interviews, usability studies, and data-driven iteration.
• Strong mastery of design tools, especially Figma.
• Excellent communication and storytelling skills, with the ability to align and influence cross-functional partners.
• Degree in Design, HCI, Computer Science, or related fields is a plus (not mandatory).

Preferred Qualifications

• Experience designing AI-powered, conversational, or agent-based interfaces.
• Familiarity with, or direct experience in, user research activities such as interviews, usability testing, and synthesis is a strong advantage.
• Background in SaaS, customer support, or workflow-driven products.
• Familiarity with analytics platforms and using data to shape product decisions.
• Experience contributing to or building design systems.
• Understanding of design patterns across web and mobile platforms.
• Comfort working with AI tooling and prototyping (e.g. v0, Loveable, Bolt, Figma Make)

What You’ll Bring

• A portfolio demonstrating strong craft, clarity of thinking, and real problem-solving depth.
• Passion for simplifying complex, technical, or heavily workflow-driven experiences.
• Ability to thrive in ambiguity and drive clarity for others.
• High collaboration quotient and openness to learning from peers.
• A natural inclination to help, guide, and elevate junior designers through feedback, coaching, and design reviews.
• A growth mindset and continuous desire to up-level the quality of your work.

Technical & Executional Skills

• Ability to research and understand user behaviors, needs, and motivations through observation techniques, task analysis, and other feedback methodologies
• Experience in Design Expert Evaluation techniques like Heuristics and competitive benchmarking

Leadership & People Management Skills

• Ability to mentor junior team members and form a cohesive delivery and learning environment.
• Lead and handle multiple projects simultaneously and ensure successful delivery.
• Work collaboratively with other design disciplines to ensure continuity, leverage other specializations, and maintain holistic perspective.
• Handle conflicts, expectations and quality of deliverables of team members.

Interpersonal Skills

• Positive attitude, proactive and helpful
• Strong team player
• Ability to motivate others
• Problem solver (not just good at pointing them out) and negotiator
• Strong listening and communication skills
• Solid organizational skills and attention to detail

Benefits

• Hybrid setup
• Worker's insurance
• Paid Time Offs
• Other employee benefits to be discussed by our Talent Acquisition team in India.

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We have 5 Leadership Principles that guide us in our goals:

• The Power of Partnerships: We collaborate with our clients to bring their stories to life.
• One Keywords: We combine the strength of a global platform with the agility of local studios.
• Raise the Game: We use technology and innovation to help our clients and the industry thrive.
• Embrace an Open World: We champion diversity of talent and ideas from every corner of our global community.
• Trust through Transparency: We pursue open and honest relationships with our people, clients, and communities.

Responsibilities:

• Design and build scalable and resilient systems for our chatbot conversation engine and issue routing system.
• Work on a chatbot conversation engine scaling to millions of conversations per day.
• Design and build workflows for automatically routing issues based on events.
• Design and implement APIs for features to be consumed internally in the agent dashboard as well as external facing APIs to enable integrations.
• Collaborate with our clients as an extension of their team.

Requirements:

• 4+ years of medium/large scale server-side software development experience.
• Excellent verbal and written communication skills.
• Thorough knowledge of CS fundamentals: Data structures, time complexity of algorithms.
• Knowledge of Posix compliant Operating Systems (we develop on Mac OS X and deploy on GNU/Linux).
• Comfortable using CLI tools for achieving day-to-day tasks.
• Experience in writing Unit, Functional & Regression tests.
• Knowledge of generative testing is preferred.
• Bachelor's Degree in Computer Science (or equivalent).

Preferred skills:

• Experience in working with a distributed version control tool (we use Git).
• Knowledge of functional programming (we use Clojure).
• Knowledge of the JVM.
• Experience in working with any one of MongoDB, Redis, Elasticsearch, Kafka or Postgresql at scale.
• Experience with benchmarking systems for performance, failure detection.

Benefits:

• 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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Key Responsibilities:

• Establish strong relationships with senior executives and professional users, not only with Helpshift clients but also with internal teams from Account Management, Sales, Marketing, Operations, Product, and Engineering.
• Manage a team of Customer Success Managers in the US, EMEA, and APAC regions, serving our enterprise, SMB, and mid-market clients worldwide, ensuring overall health and satisfaction of clients in your portfolio.
• Collaborate with the Integration Team, Operations Team, and other relevant teams to manage all aspects of the standard and complete customer lifecycle.
• Design evolving business strategy manuals and identify opportunities to strengthen internal processes or increase customer satisfaction.
• Collaborate with Engineering and Product Teams to defend customer needs based on profitability analysis and integrate customer voice into the roadmap planning.
• Collaborate with Support and Engineering Teams to manage and mitigate escalations and plan major releases.
• Collaborate with internal teams, including Account Managers and Operations Teams, to create a strategy and manage major lifecycle events such as renewals, growth, roadmap planning, and beta launches, to support product adoption and business objectives.
• In addition to managing commercial evaluations, you will lead and work with Account Managers and/or Operations Teams to help clients define essential goals or key performance indicators that will help them achieve their objectives, promote feature adoption, ensure retention, and drive growth opportunities.
• You will be the Helpshift product expert from a professional user perspective and become a trusted strategic advisor for each client you engage with.
• Assist clients with questions in all product domains and use your technical knowledge of the Helpshift platform to inform clients of best practices in configuration and software development kit (SDK) integration.
• Respond to client requests within 12-24 hours (by priority level) and, as needed, high-priority client requests during the day, evening, and weekend, as required.

About You:

• You are a highly performing leader with over five years of experience managing a global team focused on customer engagement.
• You have over ten years of experience, with a minimum of three years of work with large enterprises or high-value clients in a strategic role.
• Experience in account management or customer success.
• You are comfortable discussing technical concepts and possible solutions that interest the client.
• Willingness to travel up to 25% of the time for strategic engagements with clients.
• Attention to detail and ability to resolve complex and interdependent problems.
• Data-driven and exploit data to formulate strategic recommendations.
• You adapt quickly and thrive in a dynamic, growing environment with a focus on deadlines, where flexibility and teamwork are essential.
• You are comfortable working in multiple time zones and the dynamic nature of changing priorities on a daily basis.

Our Recruitment Process:

• You send us your application including your CV.
• After reviewing your application, we invite you to an online interview via MS Teams with one of our recruitment specialists. This is an ideal opportunity to discuss questions and get to know each other better. For some projects, there may be a second interview with a team lead or operations manager.
• At the end of our process, we hope you will receive an offer and become a new member among our colleagues. Our recruitment process is entirely online and remote. We consider each application and evaluate each person individually. Our recruitment team will contact you again as soon as they can inform you of the status of your application. If you would like to join our team, we encourage you to apply. That's all from us. Now, the ball is in your court! Proficiency in English (communication with clients and global team members), written and spoken.

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Responsibilities

• Design and develop product features that are delivered to 820M monthly active users and can scale to 100K+ RPS
• Take ownership of the product features and be responsible for its quality
• Write clean code with proper test coverage
• Review others' code and ensure that it is up to organization standards
• Mentor junior members of the team
• Build reusable modules and libraries for future use
• Optimize application for maximum speed and scalability
• Participate in the hiring process
• Keep calm and learn every day

Requirements

• 4+ years of medium to large scale server-side software development experience
• Strong working knowledge of a backend programming language like Clojure and Java in production
• Thorough knowledge of CS fundamentals: Data structures and time complexity of algorithms
• Knowledge of system design and architecture
• Experience in working with one or more of MongoDB, Redis, Elasticsearch, Kafka, and Postgresql at scale
• Knowledge of Posix compliant operating systems (we develop on Mac OS X and deploy on GNU/Linux)
• Comfortable using CLI tools for achieving day-to-day tasks
• Experience in writing unit and integration tests
• Excellent problem-solving skills and a proactive approach to issue resolution
• Excellent verbal and written communication skills
• Bachelor’s degree in Computer Science (or equivalent)

Nice to have

• Knowledge of frontend development and tools, especially JavaScript and React
• Knowledge of functional programming is a plus (we use Clojure)
• Experience with benchmarking systems for performance, and failure detection

Benefits

• Hybrid setup
• Worker's insurance
• Paid Time Offs
• Other employee benefits to be discussed by our Talent Acquisition team in India

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Helpshift is looking for a skilled Software Tester to join our team. As a Software Tester, you will work on projects that impact our conversations with consumers, bringing maximum value to them.

About the Team

At Helpshift, we have a QA Guild established which is responsible for performing QA for all projects that are executed across the organisation. The QA guild collaborates with engineering, product and design teams on implementation and user scenarios.

Role Details

Key Responsibilities

• Design Test Plans, Test Specifications and Test Cases for Product features.
• Take ownership of feature testing and drive to completion.
• Identify challenges, risks and provide test estimates for feature testing.
• Execute regression test suites.
• Perform exploratory testing.
• Driving and maintaining the automation test suites.
• Maximize test coverage for the most critical features of the system using automation.

Requirements

• 3+ years of experience in software testing and engineering.
• Proficiency in one of the programming/scripting languages (Java/JS).
• Hands on experience in version control systems like Git or SVN.

Benefits

• Hybrid setup.
• Worker's insurance.
• Paid Time Offs.
• Other employee benefits to be discussed by our Talent Acquisition team in India.

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About the role:

Domain Understanding

You will have 5-7 years of experience as a product manager in the B2B tech space for commercially successful B2B products. You will have demonstrated deep knowledge of customer service and help desk processes and methods. Product management experience with software is a must.

Product Management Excellence

You will have managed products for a business unit or company through the $25-$100M ARR phase. You will have proven ability to design, develop, and ship B2B SaaS using agile methodologies.

Market Listening and Knowing the Customer

You will have 3-4 years of experience partnering closely with UX research teams, customer advisory groups, customer success, and sales teams driving roadmap to achieve adoption, retention, renewal, and new logo sales objectives. You will be a great communicator who can hold your own with executive customers and audiences, while influencing and connecting with user-level technical audiences.

Problem Solving

You will be highly data-driven and demonstrated intellectual horsepower, creativity, analytical, curious, technical depth, and user-centered design thinking. You will be focused and disciplined, with strong ability to prioritize, organize thoughts, and organize the work in a structured and consumable way. You will be goal-oriented, selective, and not easily distracted.

Data-driven yet Biased to Action

You will know where to find and how to use data to inform decision making. You will be able to make decisions with imperfect or missing information, but take calculated risks based on information you possess. You will understand the importance of speed and not get bogged down by ambiguity or analysis paralysis.

Mandatory Experience

You must have work experience as a PM/PM-II for products from at least one of the following areas:

• API & Integration
• Gaming Consoles

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You'll play a key role in supporting and managing the sales process from a technical and onboarding perspective within our Sales & Business Development team. Your primary responsibilities will include:

Pre-Sales & Solution Engineering

• Provide technical support throughout the sales cycle, including discovery sessions, product demonstrations, proof of concepts, and trial environments.
• Lead responses to RFPs, RFIs, and RFQs, and deliver compelling technical presentations tailored to customer needs.
• Assist customers with SDK implementations and showcase Helpshift's capabilities through demo applications and custom use cases.

Implementation & Onboarding

• Manage the technical onboarding process end-to-end—from trial setup to go-live—ensuring a seamless and successful customer experience.
• Collaborate with the Adoption and Professional Services teams to design customized workflows and integrations.
• Monitor implementation KPIs to drive early value realization and reduce time-to-productivity for customers.

Customer Success & Enablement

• Maintain high levels of customer satisfaction by managing expectations, addressing technical concerns, and ensuring smooth deployments.
• Act as a product expert in Helpshift's administrative and AI tool suite, including bots and automation features critical to customer support operations.
• Work cross-functionally with Account Management, Operations, and Customer Success to ensure a unified customer journey and maximize retention.

Content & Process Optimization

• Create and maintain internal and external technical documentation, sales enablement materials, and best practices specifically tailored for the Japanese market.
• Identify and implement process improvements in the technical sales cycle that reduce friction and shorten sales timelines.
• Contribute to training programs, knowledge bases, and documentation that enhance internal team efficiency and customer education.

Requirements

• 5+ years of experience in technical sales, product management, implementation, or technical account management roles, preferably in the SaaS, mobile app, or cloud technology space
• Strong understanding of SDKs, APIs, and modern cloud computing platforms
• Demonstrated experience managing the end-to-end onboarding process—from discovery to go-live—with both enterprise and SMB clients
• Bachelor's degree in Computer Science, Information Systems, or a related technical field (or equivalent experience)
• Hands-on implementation experience, with a focus on CRM platforms, user experience (UX) design, and customer-facing applications
• Excellent written and verbal communication skills in both Japanese and English, with the ability to communicate technical concepts to varied audiences
• Comfortable responding to RFPs, RFIs, and RFQs, and delivering client-facing technical presentations
• Experience working in cross-functional teams, collaborating with sales, customer success, and product teams to drive customer outcomes
• Strong documentation and process optimization skills, with the ability to develop best practices and technical sales materials for both internal and external use
• Proficiency in tools such as Google Workspace, Salesforce, Microsoft Outlook, Word, Excel, and PowerPoint
• Willingness to travel within Japan to support client engagements and on-site implementations

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Key Responsibilities:

• Translate strategic business goals into creative visual solutions that resonate with target audiences.
• Partner with marketing, product, and content teams to ensure alignment between design and brand strategy.
• Present and communicate design concepts and rationale to stakeholders and leadership teams.
• Establish and maintain scalable design systems, templates, and style guides.
• Conduct research for inspiration of design direction, interaction design and motion design.
• Create and own design deliverables including (but not limited to) clickable prototypes, design systems, layouts, components and libraries.
• Create and maintain product iconography.
• Contribute and critique design work with the creative teams daily, offering and taking constructive feedback

Requirements:

• 5–8 years of professional experience in UI design.
• A strong portfolio demonstrating creative excellence and strategic thinking is a must.
• Deep understanding of working in Figma/XD using and creating design system components at different levels of fidelity.
• Strong understanding of typography, composition, color, and visual hierarchy.
• Proven experience working within or evolving brand guidelines and creating design systems is a must.
• Excellent communication, presentation, and storytelling skills.

Preferred Qualifications:

• Experience with Visual Design, Iconography, motion graphics and creating Design Systems.
• Familiarity with UX/UI principles and responsive design.
• Experience with SaaS/Enterprise software products.
• Degree in Design, HCI, Computer Science, or related fields is a plus (not mandatory)

Leadership & People Management Skills:

• Ability to mentor junior team members and form a cohesive delivery and learning environment.
• Lead and handle multiple projects simultaneously and ensure successful delivery.
• Work collaboratively with other design disciplines to ensure continuity, leverage other specializations, and maintain holistic perspective.
• Handle conflicts, expectations and quality of deliverables of team members.

Interpersonal Skills:

• Positive attitude, proactive and helpful.
• Strong team player.
• Ability to motivate others.
• Problem solver (not just good at pointing them out) and negotiator.
• Strong listening and communication skills.
• Solid organizational skills and attention to detail

Benefits:

• 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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We're looking for a Product Manager I to achieve strong product market fit with a simple-to-use, high-quality solution for our end-user personas. You will incorporate disciplined customer discovery techniques and user-centered approach to product design, aligned to our focused GTM strategy.

Key responsibilities include:

• Defining product requirements by leveraging deep domain knowledge of end-user users, frequent customer validation throughout the PM life cycle, and product usage data to solve end-user's most pressing pains.
• Effectively communicating OKR-based requirements to Engineering, collaborating well with Design, Development, and Quality through the entire product management life cycle, and providing ongoing visibility with proper expectation setting with internal stakeholders and customers.
• Driving the defined vision and strategy for the End-user Experience and maintaining differentiation with superior design and/or functionality that helps End-user effectively access in-app Help & Support services.
• Partnering with product marketing, sales, and customer success to execute on growth and adoption of the End-user Experience and deliver on low cost of implementation and support.

Requirements:

• 3-5 years of experience as product manager in B2B tech space for commercially successful B2B products.
• Demonstrated deep knowledge of customer service and help desk processes and methods.
• Product management experience with software is a must.
• Managed products for BU/company through the $25-$100M ARR phase.
• Proven ability to design, develop, and ship B2B SaaS using agile methodologies.
• 3-4 years of experience partnering closely with UX research teams, customer advisory groups, customer success, and sales teams driving roadmap to achieve adoption, retention, renewal, and new logo sales objectives.
• Great communicator who can hold his/her own with executive customers and audiences, while influencing and connecting with user-level technical audiences.
• Highly data-driven and demonstrated intellectual horse-power, creativity, analytical, curious, technical depth, and user-centered design thinking.
• Focused and disciplined: strong ability to prioritise, organize thoughts and organize the work in a structured and consumable way, strong goal-orientation, selective and doesn’t get easily distracted.
• Data-driven yet biased to action: knows where to find and how to use data to inform decision making. Can make decisions with imperfect/missing information, but takes calculated risks based on information he/she does possess.
• Understands the importance of speed and doesn’t get bogged down by ambiguity or analysis paralysis.
• Strategic: Ability to see and plan for mid- and long-term, connecting priorities to the company/product vision and roadmap, and translating that to actions and priorities for product teams.
• Integrity: behaves consistently based on high moral standards, does the right thing, leads with intellectual honesty.
• Chasing excellence: goes to extraordinary lengths to deliver great outcomes, open to feedback and new ideas, personal improvement, always raising the bar.
• Strong collaborator: high EQ and sense of empathy. Knows how to disagree-and-commit, can break down organisational barriers.

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Responsibilities

• Hypercare and BAU: Orchestrate technical monitoring and reporting, analyse qualitative output, and handover to GSD/HS Ops.
• Ensure all operational processes are followed, and performance and quality reporting for multiple stakeholders.
• Retrain/re-tune/prompt engines as required, consolidate client feedback and feature requirements for review & triage by Helpshift Product teams.
• Onboard new clients, ensure that all teams understand Customer Success’s rollout plans + requirements and that the plan is articulated and followed.
• Track detailed client rollout plan, based on CSM client prioritization and technical deployment requirements.
• Ensure clear process is in place for both new client onboarding, and clients’ data is of sufficient quality and quantity to provide tuned engines where required.
• Own go-live process and workflows, manage the Helpshift MT specialist, and work across Player Engagement and wider Keywords teams to manage change requirements, technology escalations and incident response, management and mitigation.
• Primary contact for service provision of all AI features, proactive spend management, and providing data on AI feature consumption, performance and output to the wider Player Engagement team.

Skillset and Requirements

• Experience in project managing SAAS live phases, planning and tracking multiple workstreams and dependencies in parallel.
• Fundamental understanding of AI, in particular prompt engineering and data quality requirements to ensure highly-performing engines.
• Experience in agile delivery (e.g. Advanced Scrum Master), high data literacy, including the ability to understand metrics from multiple sources and explain these to a wider audience.
• People management skills, excellent communication skills, and a collaborative mindset.

Key Stakeholders + Partners

• Helpshift AI/Language AI product & engineering teams, HS Tech Support, HS Customer Success, PE Agent Operations Management, Kantan technology team, IT Infra team, and external implementation + support partners.

Benefits

• Hybrid setup, worker's insurance, paid time off, and other employee benefits to be discussed by our Talent Acquisition team in India.

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Responsibilities:

• Develop Infrastructure-as-Code using Terraform, CDK, or Pulumi
• Develop CI/CD pipelines for Cloud Deployments
• Develop custom automation using Lambda Functions or Azure functions
• Manage code repositories and perform peer code reviews
• Maintain code hygiene and write test cases for solutions
• Mentor and train junior engineers in your pod
• Work side-by-side with customers to design, diagram, and document complex integrations
• Establish partnerships and strategic relationships with contacts at our biggest brands
• Analyse and audit existing Helpshift implementations to make improvements
• Become an expert at using Helpshift's administrative tools
• Work collaboratively with Account Managers, Customer Success Managers, and Sales teams
• Continually optimise the overall development process

Requirements:

• 3 years of SaaS experience in a specialization such as consulting services, technical pre-sales, or solution engineering
• Proven experience translating ambiguous customer requirements into actionable technical solutions
• Proficiency with Python, Go, C#, Node.js, or Powershell
• Proficiency with deploying cloud solutions on AWS or Azure
• Familiarity with technical SaaS concepts such as SDKs, APIs, and cloud computing
• Exceptional organisational skills and a project management mindset
• Understanding of Object-Oriented Programming concepts
• Excellent communication skills and ability to lead meetings with customer executives and analysts
• Proficiency in G-Suite and ability to perform data analysis tasks
• Curiosity about complex systems and natural problem-solving skills

Benefits:

• Hybrid setup
• Worker's insurance
• Paid Time Offs
• Other employee benefits to be discussed by our Talent Acquisition team in Pune

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Responsibilities

• Hypercare and BAU: Orchestrate technical monitoring and reporting, analyse qualitative output, and handover to GSD/HS Ops.
• Performance and quality reporting for multiple stakeholders, including success, product/engineering, and leadership.
• Retraining/retuning/prompting engines as required, and consolidating client feedback and feature requirements for review and triage by Helpshift Product teams.
• Onboarding new clients, ensuring that all teams understand Customer Success's rollout plans and requirements, and tracking detailed client rollout plans based on CSM client prioritization and technical deployment requirements.
• Ensuring clear process is in place for both new client onboarding, and ensuring clients' data is of sufficient quality and quantity to provide tuned engines where required.
• Owning go-live process and workflows, managing the Helpshift MT specialist, and working across Player Engagement and wider Keywords teams to manage change requirements, technology escalations, and incident response, management, and mitigation.
• Primary contact for service provision of all AI features, proactive spend management, and providing data on AI feature consumption, performance, and output to the wider Player Engagement team.

Skillset and Requirements

• Experience in project managing SAAS live phases, planning and tracking multiple workstreams and dependencies in parallel.
• Fundamental understanding of AI, in particular prompt engineering and data quality requirements to ensure highly-performing engines.
• Experience in agile delivery (e.g. Advanced Scrum Master), high data literacy, including the ability to understand metrics from multiple sources and explain these to a wider audience.
• People management skills, excellent communication skills, and a collaborative mindset.

Benefits

• 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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Responsibilities: Developing Infrastructure-as-Code (IaC) using Terraform, CDK, or Pulumi Developing CI/CD pipelines for Cloud Deployments Developing custom automation (Lambda Functions/ Azure functions) Efficient with programming languages (Python, JavaScript, bash, powershell, C#) Managing code repositories and performing peer code reviews Ability to maintain the code hygiene and writing test cases for the solutions Mentoring and training implementation engineers Assist with proof of concepts for strategic and enterprise customers Work side-by-side with customers to design, build, and deploy complex integrations Establish partnerships and strategic relationships with contacts at our biggest brands Time management is critical and should be able to manage multiple tasks/projects simultaneously Analyse and audit existing Helpshift implementations for the purpose of making improvements Become an expert at using Helpshift’s administrative tools which include a suite of AI products, bots, and other mission-critical support functions Work collaboratively with Account Manager, Customer Success Managers, Operations teams, and Sales to ensure customers’ overall success with the product Occasional travel to client site or other offices (up to 25%)

Requirements: Minimum of 3 years of SaaS experience in a specialization such as consulting services, technical pre-sales or technical project management Proven experience translating ambiguous customer requirements into actionable technical solutions Proficient with any of: Python, Go, C#, Node.js, Powershell Proficient with deploying cloud solutions on AWS or Azure (preferred) Familiar with technical SaaS concepts such as SDKs, APIs and cloud computing Exceptionally organized and a project manager at heart Understanding of Object-Oriented Programming concepts Value performing tasks as efficiently as possible and dislike seeing mistakes repeated Excellent communication skills and are comfortable leading meetings with customer executives and analysts alike Proficient in the entire G-Suite and can perform data analysis tasks including generating pivot tables and writing complex formulas in Sheets/Excel Curious about complex systems and a natural problem solver Build rapport with customers as a consultative seller Visual Storytelling – Use visual narratives to share a lot of information in a short amount of time Experience with Kubernetes and containerization technologies in cloud environments a plus Working EST/PST hours

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Key responsibilities include:

• Leading the team responsible for workflow enhancements like chatbots and auto-assignment systems while integrating with AI features.

• Evaluating software solutions and system performance, as well as supervising the software development team.

• Managing the development, deployment, and integration of software solutions.

• Striving to improve performance, efficiency, and sustainability of product.

• Advocating on behalf of team members and demonstrating patience and effective explanations when mentoring junior software developers.

• Planning and executing strategies for completing projects on time.

• Determining the need for training and talent development.

• Hiring team members and contractors.

• Displaying strong work ethics and being a team player with a strong sense of ownership and collaboration.

• Collaborating with other team leaders and departments.

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We are looking for an ambitious, experienced, and driven individual to join our product and platform development team. As a Senior Software Engineer, you will design and develop large and complex product features that are delivered to 820 million monthly active users and can scale to 100K+ RPS.

Responsibilities

• Design and develop large and complex product features that are delivered to 820 million monthly active users and can scale to 100K+ RPS.
• Lead cross-team projects and collaborate with developers, QAs, and other departments.
• Take ownership of the product's architecture, performance, and quality. Ensure that the right architecture, design, and technical decisions are taken by the developers in the team.
• Take initiatives to ensure that the best practices for software development are followed by the team.
• Optimize application for maximum speed and scalability.
• Contribute to hiring and onboarding processes.

Requirements

• 8+ years of medium to large-scale software development experience.
• Strong knowledge of designing and architecting complex systems.
• Experience with benchmarking systems for performance, and failure detection.
• Track record of mentoring and onboarding engineers.
• Experience with project management and related tools and frameworks.
• Knowledge of Posix compliant operating systems (we develop on Mac OS X and deploy on GNU/Linux).
• Excellent problem-solving skills and a proactive approach to issue resolution.
• Excellent verbal and written communication skills.
• Bachelor's degree in Computer Science (or equivalent).

Nice to Have

• Exposure to project management and related tools.
• Experience of working with Product Managers and Designers.

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Must Have:

• Strong knowledge of Atlassian Suite products (Jira and Confluence).
• Able to create dashboards and reports.
• Manage end-to-end development lifecycle from ideation to closure.

Role: Day-to-day project management of Enterprise projects

• Working transversally across Product, Engineering and Solutions to deliver high-impact, multi-team strategic projects
• Build and track milestone plans
• Own stakeholder management and reporting

Driving cross-functional efficiency

• Identify gaps and efficiency opportunities in our cross-functional processes and find and implement solutions to improve these
• Ensure alignment and focus on problem-identification and problem-solving between Product, Engineering and Solutions teams

Execution of transformational projects

• Act as internal Agile evangelist within the Enterprise team to drive adoption of an evolving Agile framework
• Work with Director, Strategic Projects on strategy, prioritisation and implementation of internal improvement projects

Requirements Domain Understanding:

• Experience managing multiple agile teams
• Some experience applying agile and Scrum/Kanban frameworks.
• PMP or CSM certification a plus

Collaboration and Communication:

• Experience with stakeholder management, including project- and portfolio reporting and risk management
• An ability to effectively listen, advocate, influence and connect the dots across multiple teams

General:

• Entrepreneurial approach to work, always looking for opportunities to drive improvement
• Excellent time management
• Driven to learn and improve

Benefits

• 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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We're looking for someone with 4+ years of experience in writing client-side JavaScript, a proficient understanding of modern web tech stack, including HTML5, CSS3, and ES6, and good understanding of ReactJS and NextJS. You should also be proficient in cross-browser compatibility issues and ways to work around them, and have knowledge of frontend optimisation techniques and tools.

As a team player with a strong sense of ownership and collaboration, you will display strong work ethics and keep calm and learn every day. You will also be responsible for writing Unit, Functional & Regression tests, and have excellent verbal and written communication skills.

We offer a hybrid setup, worker's insurance, paid time off, and other employee benefits. Helpshift embraces diversity and is an equal opportunity workplace.

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We are looking for an ambitious and experienced software development engineer to join our product and platform development team. As a key member of our team, you will collaborate with multiple teams to deliver high-quality and highly scalable products.

Responsibilities

Core Platform Development

• Work on the resiliency, availability, and latency of our core platform and services that are delivered to 820 million monthly active users and can scale to 100K+ RPS.
• Work with multiple databases and ensure scalability for the interacting platform components.
• Take ownership and publish (internal) reusable services and APIs.
• Enable feature teams to use the core platform.

Code Quality and Review

• Write clean code with proper test coverage.
• Review others' code and ensure that it is up to organization standards.
• Mentor junior members of the team.

Optimization and Performance

• Optimize application for maximum speed and scalability.
• Participate in the hiring process.
• Keep calm and learn every day.

Nice to Have

• Knowledge of frontend development and tools, especially JavaScript and React.
• Knowledge of functional programming is a plus (we use Clojure).
• Experience with benchmarking systems for performance, and failure detection.
• Experience in working with any of the above databases at scale is good to have.

Benefits

• Hybrid setup
• Worker's insurance
• Paid Time Offs
• Other employee benefits to be discussed by our Talent Acquisition team in India.

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Responsibilities:

• Evaluate software solutions and system performance, as well as supervise the software development team.
• Lead the team in working towards the stability, scalability, and resiliency of the Helpshift platform.
• Manage the development, deployment, and integration of software solutions.
• Strive to improve performance, efficiency, and sustainability of product.
• Advocate on behalf of team members.
• Demonstrate patience and use effective explanations when mentoring junior software developers.
• Plan and execute strategies for completing projects on time.
• Determine the need for training and talent development.
• Hire team members and contractors.
• Display strong work ethics.

Requirements:

• Bachelor's degree in software engineering, computer science, information systems, information technology, or similar.
• 5+ years of experience in software development.
• 3+ years experience in team management.
• Ability to mentor junior software developers, as well as to collaborate with all stakeholders.
• Leadership, team building, and mentoring skills.
• Exceptional interpersonal and communication skills.
• In-depth knowledge of at least one programming language such as Java, Clojure, Python, or JavaScript.
• Production experience of systems using Elasticsearch, Kafka, Redis.
• Ability to keep up with software industry trends and innovation.

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About the team: The team includes Backend Engineers, Full-stack Developers, ML Engineers, Data Scientists, and Frontend Developers—collaborating to deliver intelligent and scalable AI experiences.

Responsibilities:

• Lead and mentor a team of backend and frontend developers, fostering a high-performing, collaborative engineering culture.
• Own the technical direction, architecture, and strategy for LLM, AI Agent, and ML initiatives.
• Architect and build AI Agents, RAG pipelines (including multimodal RAG), LLM-based services, and evaluation frameworks.
• Design, build, and deploy scalable AI/ML systems from concept to production.
• Collaborate closely with PMs, ML Engineers, and Data Scientists to convert business requirements into AI-driven solutions.
• Oversee full SDLC for your squad—ensuring strong engineering practices around coding, testing, quality, and reliability.
• Conduct detailed technical reviews and provide guidance to maintain code quality.
• Troubleshoot performance, scalability, and reliability issues in production AI systems.
• Champion continuous improvement, automation, and innovation within the team.
• Keep the team up-to-date with advances in LLMs, LLMOps, fine-tuning techniques, vector search, and generative AI.

Requirements:

• 8–10 years of experience in software development.
• More than 5 years of hands-on experience in AI/ML.
• More than 2 years in an engineering leadership role, preferably leading a cross-functional team.
• Hands-on experience building:
  • AI Agents / Agentic workflows
  • LLM pipelines (inference, orchestration, guardrails)
  • RAG systems (vector search, knowledge bases, multimodal RAG)
  • LLM fine-tuning (SFT, LoRA, instruction tuning)
  • LLMOps workflows (monitoring, evaluation, optimization, versioning)
• Strong understanding of ML algorithms, embeddings, transformers, vector semantics, and distributed systems.
• Experience with Vector Databases such as Elasticsearch, Weaviate, Pinecone, or Milvus.
• Proficiency with ML frameworks (PyTorch, TensorFlow, scikit-learn).
• Experience with cloud platforms (AWS, GCP, Azure) and MLOps tooling.

Good to have:

• Solid foundation in backend technologies such as Python, Java, Go, Node.js, and experience with Kafka.
• Knowledge of the Gaming industry or Customer Support domain.
• Familiarity with frontend frameworks (React, Angular, Vue.js).
• Exposure to functional programming (Clojure preferred; our team uses Clojure).
• Experience in startup/high-growth environments.
• Open-source contributions in AI/ML/LLM projects.
• Experience with containerization and orchestration (Docker, Kubernetes).

Bonus Points:

• Experience building production-grade LLM-powered automation for customer support or gaming.
• Publications, presentations, or contributions related to LLMs, RAG, or AI Agents.

Benefits:

• Hybrid setup
• Worker's insurance
• Paid Time Offs
• Other employee benefits to be discussed by our Talent Acquisition team in India.

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Responsibilities:

• Design and develop product features that are delivered to 820M monthly active users
• Take ownership of the product features and be responsible for its quality
• Write clean code with proper test coverage
• Review others' code and ensure that it is up to organisation standards
• Mentor junior members of the team
• Build reusable modules and libraries for future use
• Optimise application for maximum speed and scalability
• Ensure the technical feasibility of UI/UX designs
• Identify and correct bottlenecks and fix bugs

Nice to Have:

• Experience in CSS frameworks like Sass, Tailwind, and Redux
• Experience in working with large frontend applications
• Knowledge of backend development and tools

Requirements:

• 4+ years of experience in writing client-side JavaScript, developing medium to large scale client side applications
• Proficient understanding of modern web tech stack including HTML5, CSS3, and ES6
• Strong understanding of ReactJS and Flux architecture
• Familiarity with build tools like Webpack, Babel, and Gulp
• Proficient understanding of cross-browser compatibility issues and ways to work around them
• Knowledge of frontend optimisation techniques and tools (eg. Lighthouse)
• Proficient with Git
• Experience in writing unit and integration tests
• Excellent problem-solving skills and a proactive approach to issue resolution
• Excellent verbal and written communication skills
• Bachelor’s degree in Computer Science (or equivalent)

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We are looking for a Software Engineer – Developer Productivity to help improve the productivity of the entire engineering team. You will be responsible for everything from our build and testing automation, to the packaging and release of the final product.

Responsibilities

• Design, implement, and maintain secure CI/CD pipelines for automating deployment, configuration, and testing processes.
• Integrate security into the release workflow and ensure that all CI-CD tools are compliant from a security perspective.
• Understand developer workflows and build systems to improve build times.
• Partner with other engineering teams and develop scalable tools and infrastructure to develop, test, debug, and release software quickly.
• Design, develop, and deliver distributed engineering build tools and platforms for a variety of codebase languages.
• Help maintain the backend infrastructure that supports our Dev test environments.
• Develop and improve instrumentation for monitoring and logging the health and availability of services.
• Follow best practices for development.
• Participate in code and system design reviews.

Requirements

• 5+ years of software development experience.
• In-depth knowledge of running/managing UNIX-like operating systems (we use Ubuntu).
• Experience with containerisation technologies (e.g., Docker, Kubernetes) and securing containerised environments.
• Knowledge of implementing security in CI/CD pipelines.
• Experience of various FOSS tools for monitoring, graphing, capacity planning, and logging.
• Experience with Cloud Computing platforms like Amazon AWS, Google Cloud Platform, Heroku.
• Experience with IaaC tools like Ansible, Puppet, Terraform.
• Ability to analyse bottlenecks in architecture and quickly debug to reach resolution for issues.
• Have an automation mindset and ability to reason and work with complex systems.
• Excellent communication and documentation skills

Good to Have

• Familiarity with building and writing in one of the following languages: Python, Shell, Java, Clojure.
• Familiarity with either of IntelliJ, VSCode, Emacs IDE and can help developers with their IDEs.
• Familiarity with the challenges of testing.
• Comfortable using CLI tools for achieving day-to-day tasks.
• Systematic problem-solving approach, coupled with excellent communication skills and a sense of ownership and drive.
• Drive task to the finish line with high quality and on time.
• Experience in designing and building solutions that are highly scalable, fault-tolerant, and cost-effective.

Benefits

• 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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We are seeking an experienced DevOps Engineer to join our team. As a DevOps Engineer, you will play a pivotal role in ensuring the security, scalability, and reliability of our infrastructure and applications.

Responsibilities:

• Design, implement, and maintain secure CI/CD pipelines for automating deployment, configuration, and testing processes.
• Own Helpshift production services and ensure complete monitoring coverage, troubleshoot and fix production issues.
• Build a seamless zero-downtime process to upgrade our core infrastructure (ScyllaDB, Elasticsearch, Kafka, MongoDB, Redis).
• Collaborate with development and operations teams to integrate security practices into the software development lifecycle.
• Conduct regular security assessments, vulnerability scans, and penetration testing to identify and mitigate security risks.
• Develop and maintain infrastructure as code (IaC) templates for provisioning and configuring cloud resources securely.
• Monitor and respond to production incidents, including investigation, containment, and remediation activities.
• Stay up-to-date with the latest security threats, vulnerabilities, and best practices, and make recommendations for continuous improvement.

Requirements:

• Relevant experience of 5+ years and above.
• In-depth knowledge of running/managing UNIX-like operating systems (we use Ubuntu).
• Strong knowledge of networking protocols, security architectures, and identity and access management (IAM) principles.
• Experience with containerisation technologies (e.g., Docker, Kubernetes) and securing containerised environments.
• Experience in Designing and building solutions that are highly scalable, fault tolerant and cost-effective.
• Experience of various FOSS tools for monitoring, graphing, capacity planning, and logging.
• Experience with IaaC tools like Ansible, Puppet, Terraform.
• Experience with Cloud Computing platforms like Amazon AWS, Google Cloud Platform, Heroku.
• Experience with managing NoSQL and RDBMS.
• Experience with queuing systems (Kafka, RabbitMQ) and Big data platforms (Hadoop).
• Good programming skills with focus on scripting (Python, Shell, Perl).
• Ability to analyse bottlenecks in architecture and quickly debug to reach resolution for issues.
• Have an automation mindset and ability to reason and work with complex systems.
• Excellent communication and documentation skills.
• Quick learner and good mentor for junior team members

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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.

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 the 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

Requirements

• 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)

Benefits

• Hybrid setup
• Worker's insurance
• Paid Time Offs
• Other employee benefits to be discussed by our Talent Acquisition team in India.

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We are looking for curious individuals to analyse and generate insights for Helpshift engagement and performance. You will be working with cross-functional teams to understand requirements, analyse the data and deliver insights to enable business decisions. As a data analyst, you will need to define & monitor key performance indicators for the product and expedite product diagnostics using data. You will be shaping the future of the product at Helpshift.

Requirements

• 2+ years of experience as a Data Analyst or in a similar analytical role.
• Proficient in SQL and Python
• Experienced in presenting insights using visualisations with tools such as Metabase, Power BI, Sigma or equivalent
• Develop and maintain dashboards and reports to track key business metrics and support strategic decisions
• Experienced in data modelling and enjoys uncovering trends in the data
• Support ETL/ELT processes and ensure data accuracy, integrity, and reliability
• Utilize Python and AWS cloud tools to automate data workflows and analysis tasks.
• Self-motivated, Curious & detail-oriented
• Enjoy working in fast-paced environments and can adapt to shifting conditions, priorities, or deadlines.

Benefits

• Hybrid setup
• Worker's insurance
• Paid Time Offs
• Other employee benefits to be discussed by our Talent Acquisition team in India.

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