<p>Location: Pune, India</p><br/><p>Employment Type: Full-time</p><br/><p>Team: Engineering</p><br/><div><span style="font-size: 10.5pt">Do you remember the last time you had to get on a call with any customer support? Dialling numbers, long waiting lines, call transfers, and explaining the problem again and again. We at Helpshift are on a mission to get rid of such bad customer service.</span></div><div><br></div><div><span style="font-size: 10.5pt">Helpshift is a SAAS platform that enables companies to provide seamless customer support experience within the app! Many famous games like PubG,&nbsp;Clash of Clans, Pokemon Go and many other products use Helpshift to power their customer support. We are installed on over 2 Billion devices - that’s 1 out of every 3 smartphones in the world - and serve over 900 Million active users every month. Our platform enables over 9 Million conversations every month. You will work on projects that impact these conversations in order to bring maximum value to the consumer.</span></div><div><span style="font-size: 10.5pt">Some numbers which illustrate our scale:</span></div><div><span style="font-size: 10.5pt">* 85k/rps</span></div><div><span style="font-size: 10.5pt">* 30ms response time</span></div><div><span style="font-size: 10.5pt">* 300 GB data transfer/hour</span></div><div><span style="font-size: 10.5pt">* 1000 VMs deployed at peak</span></div><div><br></div><div>About the Team:</div><div><span style="font-size: 11pt">Foundation team is at the core of Helpshift engineering. We provide foundation for the engineers to reliably build, deploy, and scale Helpshift products. We’re responsible for creating, maintaining and scaling tools (software and systems) used by many teams for critical workloads.&nbsp;</span></div><div><br></div><div><span style="font-size: 11pt">Foundation team work in following areas:</span></div><div><span style="font-size: 11pt">*DevOps</span></div><div><span style="font-size: 11pt">*Developer Experience (Deployment, Dev Tools &amp; Core Libraries)</span></div><div><span style="font-size: 11pt">*Core Infrastructure (Scalability, Performance &amp; </span><span style="font-size: 14.6667px">Optimisation</span><span style="font-size: 11pt">)</span></div><div><span style="font-size: 11pt">*Security &amp; Compliance</span></div><div><span style="font-size: 11pt">*Engineering Processes</span></div><div><br></div><div><span style="font-size: 11pt">You’ll be on a team that maintains, builds and scale infrastructure that will be used by the rest of the engineering. You’ll make decisions with a significant impact on Helpshift. There is a lot of work to do to make Helpshift engineers’ work easier and our core infrastructure even more reliable than it is today, and we’d love for you to be part of it. We’re close to the people using our systems, so we constantly get feedback that we can use to make them better.</span></div><div><br></div><div><span style="font-size: 11pt">We’re looking for people with a strong background in systems. We’d love to hear from you whether you’re a seasoned systems developer, or whether you’ve just learned you might like working with databases and large scale systems.</span></div><h3>About the Role:</h3><br/><ul><li>Understand, automate and scale Helpshift cloud infrastructure. This will involve learning and working with various cloud technologies, scripting languages, and CM tools.</li><li>Own Helpshift production services and ensure complete monitoring coverage, troubleshoot and fix production issues.</li><li>Architect and implement projects that reduce or eliminate repetitive and administrative tasks.</li><li>Ensure all services and infrastructure are Highly Available, with Disaster Recovery in place.</li><li>Performance engineering for backend services and stores such as MongoDB, Elasticsearch, Kafka, HAProxy</li><li>Work in a lean team, with a focus on getting things done.</li></ul><br/><h3>About You:</h3><br/><ul><li>In-depth knowledge of running/managing UNIX-like operating systems (we use Ubuntu).</li><li>Relevant experience of 5+ years and above.</li><li>Good programming skills with focus on scripting (Python, Shell, Perl).</li><li>Good fundamental knowledge of networking (TCP/IP, firewalls, routing).</li><li>Experience of various FOSS tools for monitoring, graphing, capacity planning, and logging.</li><li>Experience with automation tools like Ansible, Puppet, Fabric.</li><li>Experience with Cloud Computing platforms like Amazon AWS, Google Cloud Platform, Heroku.</li><li>Have an automation mindset and ability to reason and work with complex systems.</li><li>Experience with managing NoSQL (MongoDB) and RDBMS (PostgreSQL)</li><li>Experience with queuing systems (Kafka, RabbitMQ) and Big data platforms (Hadoop) </li><li>Ability to analyse bottlenecks in architecture and quickly debug to reach resolution for issues</li><li>Experience with performance engineering is a plus </li></ul><br/><h3>Projects you could work on:</h3><br/><ul><li>We have a ton of important work to do, which is why we’re hiring! Our projects are of course changing all the time, but here are a few projects that we’ve done in the past or are there in our roadmap, so you can get an idea of the types of projects you’ll work on. Technologies we use include: HAProxy, NGINX, Jenkins, Elasticsearch, StatsD, Kafka, Storm, MongoDB, Hadoop.</li><li>We need to scale our databases to handle 10x the load they can today. You could help us share them more effectively, upgrade our database engines, and build great tools for developers so they can understand their slow queries more easily.</li><li>Build a seamless zero-downtime process to upgrade our core infrastructure (ScyllaDB, Elasticsearch, Kafka, MongoDB, Redis)Move us to a region with no downtime. Build a cloud infrastructure that’ll be easy to move to a different cloud service provider.</li><li>Improve and scale deployment infrastructure. Reduce deployment time.</li></ul><br/><div>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.</div>

Location: Pune, India

  

Employment Type: Full-time

  

Team: Engineering

  

Do you remember the last time you had to get on a call with any customer
support? Dialling numbers, long waiting lines, call transfers, and explaining
the problem again and again. We at Helpshift are on a mission to get rid of
such bad customer service.

  

Helpshift is a SAAS platform that enables companies to provide seamless
customer support experience within the app! Many famous games like PubG, Clash
of Clans, Pokemon Go and many other products use Helpshift to power their
customer support. We are installed on over 2 Billion devices - that’s 1 out of
every 3 smartphones in the world - and serve over 900 Million active users
every month. Our platform enables over 9 Million conversations every month.
You will work on projects that impact these conversations in order to bring
maximum value to the consumer.

Some numbers which illustrate our scale:

* 85k/rps

* 30ms response time

* 300 GB data transfer/hour

* 1000 VMs deployed at peak

  

About the Team:

Foundation team is at the core of Helpshift engineering. We provide foundation
for the engineers to reliably build, deploy, and scale Helpshift products.
We’re responsible for creating, maintaining and scaling tools (software and
systems) used by many teams for critical workloads.

  

Foundation team work in following areas:

*DevOps

*Developer Experience (Deployment, Dev Tools & Core Libraries)

*Core Infrastructure (Scalability, Performance & Optimisation)

*Security & Compliance

*Engineering Processes

  

You’ll be on a team that maintains, builds and scale infrastructure that will
be used by the rest of the engineering. You’ll make decisions with a
significant impact on Helpshift. There is a lot of work to do to make
Helpshift engineers’ work easier and our core infrastructure even more
reliable than it is today, and we’d love for you to be part of it. We’re close
to the people using our systems, so we constantly get feedback that we can use
to make them better.

  

We’re looking for people with a strong background in systems. We’d love to
hear from you whether you’re a seasoned systems developer, or whether you’ve
just learned you might like working with databases and large scale systems.

### About the Role:

  

  * Understand, automate and scale Helpshift cloud infrastructure. This will involve learning and working with various cloud technologies, scripting languages, and CM tools.
  * Own Helpshift production services and ensure complete monitoring coverage, troubleshoot and fix production issues.
  * Architect and implement projects that reduce or eliminate repetitive and administrative tasks.
  * Ensure all services and infrastructure are Highly Available, with Disaster Recovery in place.
  * Performance engineering for backend services and stores such as MongoDB, Elasticsearch, Kafka, HAProxy
  * Work in a lean team, with a focus on getting things done.

  

### About You:

  

  * In-depth knowledge of running/managing UNIX-like operating systems (we use Ubuntu).
  * Relevant experience of 5+ years and above.
  * Good programming skills with focus on scripting (Python, Shell, Perl).
  * Good fundamental knowledge of networking (TCP/IP, firewalls, routing).
  * Experience of various FOSS tools for monitoring, graphing, capacity planning, and logging.
  * Experience with automation tools like Ansible, Puppet, Fabric.
  * Experience with Cloud Computing platforms like Amazon AWS, Google Cloud Platform, Heroku.
  * Have an automation mindset and ability to reason and work with complex systems.
  * Experience with managing NoSQL (MongoDB) and RDBMS (PostgreSQL)
  * Experience with queuing systems (Kafka, RabbitMQ) and Big data platforms (Hadoop) 
  * Ability to analyse bottlenecks in architecture and quickly debug to reach resolution for issues
  * Experience with performance engineering is a plus 

  

### Projects you could work on:

  

  * We have a ton of important work to do, which is why we’re hiring! Our projects are of course changing all the time, but here are a few projects that we’ve done in the past or are there in our roadmap, so you can get an idea of the types of projects you’ll work on. Technologies we use include: HAProxy, NGINX, Jenkins, Elasticsearch, StatsD, Kafka, Storm, MongoDB, Hadoop.
  * We need to scale our databases to handle 10x the load they can today. You could help us share them more effectively, upgrade our database engines, and build great tools for developers so they can understand their slow queries more easily.
  * Build a seamless zero-downtime process to upgrade our core infrastructure (ScyllaDB, Elasticsearch, Kafka, MongoDB, Redis)Move us to a region with no downtime. Build a cloud infrastructure that’ll be easy to move to a different cloud service provider.
  * Improve and scale deployment infrastructure. Reduce deployment time.

  

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.

