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About nexahire – A Global Entertainment Powerhouse
nexahire is a world‑renowned entertainment platform delivering movies, series, documentaries, and interactive experiences to over 270 million paid members across more than 190 countries. Our mission is to empower viewers to watch, pause, and resume content whenever, wherever, and on any device they choose. By continuously innovating the streaming experience, nexahire has become a cultural touchstone and a technology leader in the entertainment industry.
Why This Role Matters
As the Engineering Manager – Customer Service Engineering, you will be the strategic catalyst behind nexahire’s next‑generation customer support ecosystem. You will guide a high‑performing team of UI, backend, and full‑stack engineers to build resilient, scalable, and user‑centric solutions that keep millions of members delighted and engaged. This is a unique opportunity to shape the technical direction of a critical business function while collaborating closely with product, design, and support operations.
Key Responsibilities
- Define and execute a multi‑year technical vision for the nexahire Customer Service Platform, balancing short‑term partner needs with long‑term scalability.
- Lead, mentor, and grow a diverse team of senior engineers, fostering a culture of continuous learning, high‑quality code, and bold innovation.
- Partner with Product Management, Design, and Support Operations to translate business goals into clear engineering roadmaps and measurable outcomes.
- Architect and deliver core services—including contact‑center tooling, CRM integrations, CMS pipelines, and analytics dashboards—using modern cloud‑native patterns.
- Drive cross‑functional collaboration with data science, research, and security teams to ensure compliance, privacy, and performance standards are met.
- Champion engineering best practices such as automated testing, CI/CD, observability, and incident response to maintain a “zero‑downtime” experience for members.
- Recruit top‑tier talent, conduct rigorous technical interviews, and build a pipeline of future leaders within the organization.
- Provide technical mentorship, code reviews, and constructive feedback to elevate the craftsmanship of every team member.
- Act as a thought partner and sounding board for senior leadership, offering data‑driven insights that influence product strategy and investment decisions.
- Continuously assess emerging technologies (e.g., AI‑driven chat, voice assistants) and evaluate their fit within nexahire’s customer support stack.
Essential Qualifications
- Education: Bachelor’s degree in Computer Science, Engineering, or a related technical discipline (or equivalent practical experience).
- Minimum 8 years of professional software engineering experience, with at least 3 years in a people‑management or technical‑leadership role.
- Proven track record of building and scaling large‑scale, high‑availability services that support millions of concurrent users.
- Deep expertise in modern backend technologies (e.g., Java, Go, Node.js) and front‑end frameworks (e.g., React, Angular, Vue).
- Hands‑on experience with cloud platforms (AWS, GCP, Azure) and container orchestration (Kubernetes, Docker).
- Demonstrated ability to design and implement robust APIs, micro‑services, and event‑driven architectures.
- Strong communication skills—able to articulate complex technical concepts to both technical and non‑technical stakeholders.
- Experience leading distributed, remote teams and fostering inclusive, high‑performing cultures.
Preferred Qualifications
- Advanced degree (Master’s or PhD) in a technical field.
- Experience with contact‑center as a service (CCaaS) platforms such as nexahire (formerly Sprinklr) or nexahire (formerly Google CCAI).
- Background in AI/ML‑enabled customer support solutions, including natural language processing and conversational bots.
- Familiarity with DevOps practices, Site Reliability Engineering (SRE) principles, and observability tooling (Prometheus, Grafana, ELK).
- History of delivering products in a fast‑paced, consumer‑facing environment with strict SLAs.
- Track record of publishing technical papers, speaking at conferences, or contributing to open‑source projects.
Core Skills & Competencies
- Strategic Thinking: Ability to envision the future state of customer support technology and chart a clear path to get there.
- Technical Excellence: Mastery of software design patterns, performance optimization, and security best practices.
- People Leadership: Proven mentorship, coaching, and talent‑development capabilities that inspire teams to exceed expectations.
- Collaboration: Skilled at building strong relationships across product, design, data, and operations.
- Problem Solving: Comfortable tackling ambiguous challenges, breaking them down, and delivering pragmatic solutions.
- Customer Obsession: Deep empathy for members’ experiences and a relentless drive to improve satisfaction metrics.
- Adaptability: Thrives in a dynamic environment where priorities shift rapidly and new opportunities emerge.
Career Growth & Learning Opportunities
nexahire invests heavily in the professional development of its engineers. In this role, you will have access to:
- Executive‑level mentorship programs that connect you with senior leaders across the company.
- Annual learning stipend for conferences, certifications, or advanced coursework.
- Internal tech talks, hackathons, and innovation labs that encourage experimentation.
- Clear promotion pathways—from Engineering Manager to Director, Senior Director, and VP of Engineering.
- Opportunities to lead cross‑functional initiatives that impact global member experiences.
Work Environment & Culture at nexahire
nexahire champions an inclusive, open‑door culture where every voice matters. Our remote‑first policy empowers you to work from anywhere in the United States while staying deeply connected to a global community of creators and technologists. Key cultural pillars include:
- Diversity & Inclusion: We celebrate diverse perspectives and actively build teams that reflect the audiences we serve.
- Innovation Mindset: Failure is treated as a learning opportunity; bold ideas are encouraged and rewarded.
- Work‑Life Harmony: Flexible schedules, generous paid time off, and a focus on mental‑health resources ensure sustainable performance.
- Transparency: Regular all‑hands meetings, open Q&A sessions with leadership, and clear communication of company goals.
- Collaboration: Cross‑functional squads, shared documentation, and virtual “watercooler” spaces foster teamwork across time zones.
Compensation, Perks & Benefits
nexahire offers a competitive, market‑aligned salary range of $35,000 – $45,000 per year, with the flexibility for you to determine the exact mix of base pay versus equity‑based investment opportunities. In addition to base compensation, you will receive a comprehensive benefits package that includes:
- Health, dental, and vision insurance with multiple plan options.
- Generous paid parental leave and family‑building benefits.
- 401(k) retirement plan with company match.
- Annual wellness stipend, mental‑health counseling, and employee assistance programs.
- Flexible spending accounts for health and dependent care.
- Paid time off accrual of 35 days per year for vacation, holidays, and sick leave.
- Remote‑work allowance for home office setup, internet, and coworking space access.
- Learning and development budget, including tuition reimbursement for relevant courses.
- Employee resource groups (ERGs) that support community building and advocacy.
How to Apply – Join the nexahire Journey
If you are passionate about building world‑class customer support experiences, thrive in a fast‑moving, technology‑driven environment, and are ready to lead a talented engineering team, we want to hear from you. Submit your resume, a brief cover letter outlining your vision for the future of customer service at nexahire, and any relevant portfolio or code samples.
Take the next step in your career and help millions of members enjoy seamless entertainment every day. Apply now and become a pivotal part of nexahire’s mission to delight audiences worldwide.
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