Engineering Manager – Customer Experience AI

This is a fully remote position, open to applicants in India.

📋 Description

• Lead the strategy and execution of AI initiatives: Propel the development of our conversational AI framework, advancing from basic decision trees to LLM-driven reasoning, retrieval-augmented generation (RAG), and agent-based workflows.

• Manage the AI Ecosystem: Supervise the integration of external AI solutions while expanding our internal LLM infrastructure to effectively manage critical crypto support inquiries.

• Establish Evaluation & Safety Protocols: Create comprehensive AI evaluation frameworks (LLM-as-a-judge) and feedback mechanisms to ensure our models remain accurate, grounded, and compliant with international financial regulations.

• Facilitate Agentic Automation: Transition from simple "chat" to actionable tasks by developing secure pathways for AI agents to execute complex functions (such as transaction troubleshooting and account recovery) through internal APIs.

• Drive Technical Architecture: Determine our approach to managing vector databases, prompt engineering, and context window management to deliver a tailored experience for each Coinbase user.

• Ensure Operational Excellence: Take responsibility for the reliability of AI services, including optimizing latency, managing costs (token usage), and implementing fallback systems to human agents.

⛳️ Requirements

• A minimum of 8 years of software engineering experience, with at least 2 years in leadership roles within high-performing teams in a dynamic environment.

• Hands-on AI/ML Leadership: Demonstrated experience in delivering products powered by Large Language Models (LLMs), with a thorough understanding of prompt engineering, fine-tuning, and the current landscape of model providers (such as OpenAI and Anthropic).

• Systems Thinking: Proven experience in constructing RAG (Retrieval-Augmented Generation) pipelines and managing the data lifecycle necessary for grounding AI in real-time information.

• Platform Mindset: Experience in building scalable, distributed systems, with knowledge of integrating AI components into high-traffic production settings (using Go, Ruby, or similar languages).

• Evaluation Focused: Rather than relying on intuition, you possess experience with quantitative evaluation frameworks to assess hallucination rates, accuracy, and customer sentiment.

• Security & Safety Oriented: A profound understanding of how to establish AI "guardrails" to prevent models from leaking personally identifiable information or generating erroneous financial advice.

• Preferred Qualifications:

• Familiarity with Vector Databases (e.g., Pinecone, Weaviate, Milvus) and AI orchestration frameworks (e.g., LangChain, LlamaIndex).

• Experience in the FinTech or Crypto sector, particularly in balancing AI innovation with stringent regulatory and compliance demands.

• A background in Natural Language Processing (NLP) or traditional Machine Learning prior to the rise of Generative AI.

• Proficiency in Golang and experience with modern cloud-native infrastructures (AWS, Kubernetes).

🏝️ Benefits

• Competitive salary and equity packages.

• Comprehensive health, dental, and vision insurance.

• Flexible working hours and remote work opportunities.

• Professional development and continuous learning opportunities.

• A dynamic and inclusive work environment with a strong team culture.