Engineering Manager

About the role

Extend is transforming the post-purchase journey for merchants and their customers. We offer AI-powered solutions for customer service, returns, exchanges, and product protection. Join us to lead a team building scalable systems that enhance customer satisfaction and drive business growth.

Key facts

What you'll do

• Guide and develop a team of engineers through personalized coaching, regular one-on-one meetings, and constructive feedback.
• Provide technical direction and architectural oversight for event-driven, service-oriented systems that manage claims, refunds, exchanges, and reverse logistics, ensuring high-quality, scalable software.
• Partner with Product Managers, Designers, and Operations leaders to shape the roadmap for claim servicing and fulfillment, translating business needs into technical plans.
• Oversee the complete delivery of significant features and projects using Agile practices and an AI-native software development lifecycle.
• Foster a culture of trust and collaboration where engineers are empowered to innovate and take ownership of post-purchase processes.
• Champion the integration of AI into the team's workflows and product development, aligning with an AI-native SDLC.
• Drive operational standards, including on-call duties, incident response, monitoring, and automated testing, to ensure the reliability of fulfillment systems.
• Continuously refine engineering processes, such as planning, design, CI/CD, code reviews, and sprint execution, to improve efficiency and quality.
• Act as the primary liaison for the team, managing expectations with leadership and other departments regarding timelines, trade-offs, risks, and resource allocation.

Requirements

• A minimum of 10 years in software development, with experience building and managing production systems in high-volume transactional environments like e-commerce, payments, logistics, insurance, or post-purchase services.
• At least 3 years of experience in an engineering leadership role, directly managing engineers and taking responsibility for team or product area delivery.
• A deep understanding of service-oriented and microservice architectures, with hands-on experience designing reliable, observable, and data-integrity-focused event-driven systems.
• Experience with cloud-native and serverless architectures, including infrastructure as code, preferably on AWS (e.g., Lambda, API Gateway, DynamoDB, SQS/SNS, Kafka, CDK).
• Proven ability to collaborate with Product, Design, and Operations to define roadmaps and deliver impactful features in complex business areas.
• A history of building, developing, and leading effective engineering teams, including hiring, performance management, and mentoring engineers at all levels.
• Experience incorporating AI/LLM tools into engineering practices and a capacity for applying AI to operational and customer-facing processes.
• Strong collaboration skills, enabling effective work with Operations, Merchant Success, and Risk/Fraud teams to balance customer experience, operational efficiency, and financial goals.
• Excellent communication and interpersonal skills, with the ability to bridge technical and non-technical discussions, articulate trade-offs, and build consensus.
• Experience establishing a culture of quality and operational excellence (testing, CI/CD, on-call, incident management, SLOs) in systems handling financial transactions, shipping, or customer entitlements.
• Proactive leadership qualities, comfortable with ambiguity, identifying opportunities, and driving initiatives from conception to completion.
• Ability to lead and support a remote engineering team across different locations and time zones.

Nice to have

• None specified.

Skills & tools

• AWS
• Lambda
• API Gateway
• DynamoDB
• SQS/SNS
• Kafka
• CDK
• Service-oriented architectures
• Microservice architectures
• Event-driven systems
• Infrastructure as Code
• AI/LLM tools

Practical notes

• Salary range: $166,500 - $193,500 annually.
• Benefits include medical, dental, and vision insurance, stock options, flexible paid time off, and a 401(k) with financial guidance.