Lead Backend Engineer

Location

Bengaluru, IN

Department

Engineering

Type

Full time

Salary

Richpanel Company Profile

1. Summary

Richpanel is a customer support platform trusted by 2,000+ ecommerce brands. We are backed by Sequoia and the total GMV of all merchants on our platform is over $2B+.

We are a team of 30 employees with a Glassdoor rating of 4.5 (as of Feb 2023). You can read the reviews here.

PROs of working at Richpanel:

  • You get to work with some of the smartest & driven people in tech
  • There is a flat hierarchy and you get a ton of autonomy to make decisions
  • No matter your role - you’ll get to ton of face time with customers
  • We are at an interesting stage where the company has PMF and growing so there’s so much room for peolpe to create impact
  • You get paid really well
  • We give GENEROUS equity options to our top performers.

CONs of working at Richpanel:

What people don’t like about Richpanel (this is as important if not more important than the pros)

  • Long working hours. No work life balance. We are an obsessive bunch of people that want to work with equally driven people. We are not a fit for all. Please watch the video from the CEO to get a sense of our culture.

What are we building:

We believe that the future of customer service is no service. We predict that the $260B+ BPO market will cease to exist in just a few years, and Richpanel aims to pioneer this transition.

Every once a while comes an invention that completely disrupts previous ways of doing business. Example: Digital directories made the entire yellow pages & printed directory industry obsolete. LLMs and AI will disrupt a large number of industries including customer service.

We at Richpanel are working on leveraging AI to fundamentally change how customer service is done. We believe our tech will be the beginning of the end of the contact center business.

  • Support will no longer dependent on the agent you get that day,
  • Support calls will have zero wait times
  • Support will be effortless, will be instant, will be high quality!

We help businesses build brands that provide truly great customer experiences, no matter their scale. We help businesses provide the support they are proud of!

2. Company objectives in 2024

We have a product that delivers great value and provides it fast. We have a very high win rate (40%) for every deal we participate in. Which is a testament to our tech (read G2 reviews) and while we will continue to improve the product, our biggest challenge today is Go-To-Market fit. Not many people are aware of us.

We have identified a few areas where we need to invest to solve for this.

GTM objectives:

  • Build a network of partners & enable them to sell Richpanel
  • Use Richpanel customers as ambassadors to build UGC and build trust
  • Invest in enterprise sales motion to win key logos

Product objectives:

  • Remove friction to switch. Make it super easy to benefit from all AI capabilities while importing all their setting so they dont have to spend time in setup.
  • Continue to improve our AI offerings and improve the ratio of AI employees to human employees in the company.
  • Give control, flexibility on our AI models so customers feel confident to deploy them at scale.

3. Competition

We compete with help desk and customer service providers such as Zendesk, Freshdesk, Gorgias, and Helpscout. However, our true competitor is the BPO industry, which has a market of  $300B+.

What sets Richpanel apart is that while competitors make agents productive, Richpanel makes them redundant.

4. Product

Product 1: Customer portal

Helps merchants create ‘Amazon-like’ account sections that let shoppers do order tracking, returns, cancelations, etc. This reduces the ticket volumes while helping customers get instant resolutions 24x7.

Product 2: Agent Help Desk

This product helps support agents to manage all channels - email, chat, voice, social from one inbox. We integrate with ecom platforms and 20+ apps to help bring all context in one screen and avoid the need to switch multiple tabs. The tool makes agents productive and helps improve quality of support.

Product 3: AI employees

These are AI agents that learn from human counterparts and starts doing a lot of the repetitive work. Our AI models are engineered to not hallucinate and operate within the given guard rails making them excellent employees that are trustworthy, accurate and complementary to human agents.

Key Responsibilities

  • Enhance API performance and ensure low latency and high throughput. Design scalable backend systems to handle high traffic and large datasets
  • Identify and refactor inefficient code to improve performance and maintainability
  • Establish and maintain a comprehensive observability stack
  • Work with product managers, customers to plan and launch new features fast
  • Write and update documentation around codebase, tech specs.
  • Maintain high test coverage for the backend codebase
  • Optimize database performance for high-speed data operations
  • Mentor and guide backend developers, fostering a culture of high performance

Typical Week as a Lead Backend Engineer @ Richpanel

  • Prioritising tasks for the sprint - tasks could vary around API performance improvements, refactor existing code, shipping new features.
  • Start with planning and tech specs. Great planning is 60% of the job. Strive to create plans in the form of docs that can be executed by anyone in the company.
  • Have a bias for impact. For that establish clear KPIs and end goals for all your projects. Announce these publicly and allow people to cheer you for your contribution after you have achieved the end goals.

You Will Be a Great Fit If You Have...

  • Bachelor’s or Master’s degree in Computer Science, Engineering, or a related field
  • Extensive experience in backend engineering, especially in optimizing API performance
  • Strong system design skills focusing on scalability and maintainability
  • Proficiency in backend development languages and frameworks
  • Excellent problem-solving abilities and experience with complex issue resolution
  • Strong knowledge of database systems and experience with database migrations
  • Experience maintaining high test coverage and code quality
  • Proven ability to lead and mentor a team of engineers
  • Excellent communication skills for cross-functional collaboration
  • Ability to anticipate and address potential system issues proactively
  • Analytical mindset for diagnosing and solving technical problems

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