Description
We are looking for a Senior Backend Engineer to help build and evolve our new Common case-management system, which powers support-case handling across DoorDash, Wolt, and Deliveroo.
You will own significant end-to-end initiatives across our backend services: case lifecycle, routing and assignment, queue management, case evidence and history, and migration from legacy systems. This is a hands-on role for someone who can turn ambiguous customer and operational problems into durable technical solutions, coordinate other engineers, and set the standard for reliability and craftsmanship on the team.
Responsibilities
- Lead one or more project-level Case Management initiatives, on your own or by guiding a group of engineers, from discovery and design through rollout, measurement, and operational ownership.
- Design and build scalable backend services and APIs for case creation, routing, assignment, transfers, audit history, notes, attachments, and queue-management workflows.
- Help deliver feature parity with legacy platforms while safely migrating traffic across DoorDash, Wolt, and Deliveroo.
- Make and own most technical decisions within your scope. Write project-level design documents covering how sub-features interact, identify dependencies and risks, and break work into parallelizable delivery plans.
- Scope ambiguous customer and operational problems, weigh long-term against short-term trade-offs, and design durable solutions.
- Partner with Product, Operations, Support, Data, and other engineering teams to define the right problems. Shape the team roadmap through prototypes, data analysis, project proposals, and backlog prioritization.
- Run the coordination a project needs, such as status updates and dependency tracking, and escalate early to keep delivery on time.
- Enforce team-wide quality objectives: lead design reviews, calibrate quality metrics, and improve logging, monitoring, alerting, and escalation policies.
- Serve as first responder or incident commander, model good incident practice, and turn what you learn into playbooks and backlog work.
- Introduce and guide AI best practices for the team, including evals, data privacy, and review of AI-generated code, and take part in AI-powered projects when they are central to the product.
- Design reusable, self-serviceable solutions, and consider cost efficiency, including compute and AI costs, in key designs.
- Mentor engineers through code reviews, design guidance, tech talks, and constructive feedback. Interview candidates, join sell calls, and take part in hiring events when the team needs them.
Requirements
- Strong backend engineering experience, including designing and operating backend services, APIs, asynchronous workflows, and data models at meaningful scale.
- Proficiency in at least one modern backend language, and a record of writing exemplary code for the core functionality of key components.
- Demonstrated ownership of complex, customer-facing or operations-critical projects from technical design through production rollout.
- Experience breaking projects into parallelizable work, identifying dependencies and risks, and giving accurate estimates for yourself and others.
- Hands-on experience using AI development tools to improve productivity, while validating generated output for correctness, security, privacy, maintainability, and reliability.
- Strong product judgment: the ability to turn ambiguous workflows and user needs into simple, maintainable technical solutions.
- Proven ability to collaborate across functions, bring the right stakeholders into decisions at the right time, and explain trade-offs clearly to technical and non-technical audiences.
- Strong engineering craft: testing, code review, observability, incident response, security, and operational readiness, with experience designing for reliability.
- Comfort working on systems with high correctness and auditability requirements, including traceability of decisions and changes.
- A mentoring mindset and a record of raising team-wide engineering standards.
Nice-to-have qualifications
- Go experience.
- Experience with migration from legacy systems, gradual rollouts, traffic shadowing, and feature-parity programs.
- Experience supporting internal tools or operational user interfaces from the backend side.
- Experience with high-volume, multi-region, or multi-tenant systems.
- Experience as an incident commander or in running an on-call rotation.
- Experience building AI-powered features, including evaluation of model output.
What success looks like
- Delivers a major Case Management initiative with clear technical ownership, predictable execution, and measurable customer or business impact.
- Improves the reliability, maintainability, and cost efficiency of the Common system while enabling safe migration from legacy case-management systems.
- Helps move support traffic onto the Common system without reducing case-resolution quality.
- Builds solutions that other engineers and operators can confidently reuse and operate.
- Acts as a technical leader within the team: unblocks peers and partner teams, improves engineering decisions, influences the roadmap, and strengthens cross-functional execution.