VP of Engineering
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VP of Engineering

SupportNinja is redefining the outsourcing space. Our mission is to “Show the World a Better way to Outsource”.

We are more than just a call center - we challenge the status quo with the greatest people and the latest technology. SupportNinja provides a personalized, modern and ethical approach that allows us to provide faster, smarter support than our competitors. 

We work with some of the world's most disruptive companies across the tech, lifestyle, music and e-commerce spaces. Our services include customer support for apps, content moderation for streaming music services, B2B lead generation for SaaS companies, and back-office support for one of the world’s largest nonprofits. Our client roster includes HotelTonight, Warner Music/Level, Bill and Melinda Gates Foundation, SeatGeek, and more.

About the Role

To build on this success we are looking to hire our first Engineering leader to create a single integrated platform for our customers. In listening to our users we have learned they are looking for software that helps them bridge the gap between their in-house and outsourced teams and provides an outstanding onboarding experience to new team members. In this role you will lead engineering to design and build technology that aligns with our customers’ needs and overall business objectives. 

We are looking for someone with deep experience building enterprise SaaS platforms that leverage outsourced talent and modern technology solutions (such as cloud computing). 

The ideal candidate will be excited with a mix of hands-on technical work to get the platform launched and then also engaged deeply in building a team around them to scale the systems.

 

Job Responsibilities:

  • Hands on technical leader who can think strategically and work tactically. We expect the role to be around 60% Strategic and 40% Tactical and hands on.

  • Work with the CEO, business leaders and customers to develop a technology strategy, roadmap, and organizational plan aligned with SupportNinja’s future plans.

  • Discover and explore opportunities for ServiceNinja’s technology to create deep value for its customers and be a key differentiator in the areas of customer experience and services delivery.

  • Develop technical designs and architecture that will scale well with our business and meet growing customer demand.

  • Establish, oversee, and continuously improve engineering standards and processes, including SLAs, quality assurance, and code and design standards,

  • Ensure compliance and secure development practices and governance including adhering to standards (GDPR, SOC, HIPAA etc.)

  • Establish and track technology and engineering KPIs that reflect the Engineering team’s performance in terms of business value.

  • Develop quarterly and annual technology and engineering plans--including projects, budget, and headcount--and proactively track progress against them

  • Be an influencer and a technology evangelist for both internal business teams (e.g. sales and marketing) as well as customers to showcase our technology capabilities.

  • Manage stakeholders both inside and outside of the business, including other business leaders, investors, and the board
     

Qualifications:

  • Proven experience as a technical founder, CTO, VP of engineering or similar hands-on leadership role

  • Experience building enterprise cloud-based SaaS applications using modern software technologies for frontend, backend, data storage, and deployment.

  • Cloud native development experience (Azure or GCP or AWS)

  • Experience with building Data warehouses and leveraging them to perform business analytics

  • Working understanding of how to design infrastructure and software development processes for compliance with established security and privacy standards

  • Experience leading and leveraging outsourced development teams to build successful software products.

  • 10+ years of experience out of which at least 3 years working in technical leadership role.

  • Outstanding core leadership skills including problem-solving, strategic thinking, ability to conduct technological analyses and research.

  • Executive-level experience with designing organizational structures, budgets, and business-planning.

  • Exceptional people management skills including efficient delegation

  • Excellent verbal and written communication.

SupportNinja is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.