Senior Engineering Manager

Overview

Senior Software Development Manager in the Customer Support Technology team, leading engineering initiatives that power eBay's global customer service experience, across digital self-service and agent-assisted channels.

What you'll do

• Lead the design, development, and end-to-end ownership of scalable APIs, internal frameworks, batch processing programs, and email systems that power customer support actions, automate workflows, enable case resolution, and deliver personalized, timely, and compliant customer communications.
• Build, manage, and scale a high-performing, globally distributed engineering team, fostering a culture of technical excellence, collaboration, inclusion, and continuous learning.
• Provide strong technical and people leadership, guiding system architecture, implementation, and career development for team members.
• Drive seamless integration with world-class customer support platforms and tools, extending internal capabilities with best-in-class SaaS solutions.
• Champion the adoption of AI and intelligent tooling to enhance developer productivity, improve code quality, and automate testing, monitoring, and deployment processes.
• Lead Agile software development practices, driving iteration, velocity, and alignment with evolving business goals.
• Establish and evolve DevOps practices, including CI/CD automation, observability, reliability engineering, and infrastructure management.
• Work closely with customers across Product, Design, Support Operations, and Infrastructure to align engineering priorities with strategic customer support objectives.
• Ensure all systems are secure, resilient, and scalable, with proactive monitoring, incident management, and high availability.
• Influence the long-term technical vision and roadmap for customer support technologies, contributing to platform strategy and innovation.

What you'll need

• Bachelor's or Master's degree in Computer Science or a related field, or equivalent experience.
• Minimum of 12 years of software development experience, including 6 years in engineering leadership and team management.
• Proven track record of building and scaling world-class engineering teams, with a strong emphasis on attracting top talent, mentorship, team engagement, and technical excellence.
• Demonstrated success in leading globally distributed, high-impact teams that deliver complex backend systems and integrations.
• Deep experience with enterprise-scale customer support tools and platforms.
• Solid understanding of computer science fundamentals, especially SDLC in distributed applications.
• Strong software development experience with SOA, SOAP web services, RESTful APIs, and messaging solutions.
• Technical lead experience in the development of complex distributed systems.
• Technical expertise in Java, Python, Spring Boot, distributed systems architecture, data processing, and messaging technologies such as Kafka and Flink.
• Strong hands-on experience with Agile methodologies and DevOps, including CI/CD pipelines, containerization (Docker/Kubernetes), infrastructure as code, and monitoring systems.
• Strong critical thinking and effective communication skills, with the ability to influence collaborators, coordinate cross-functional teams, and translate business needs into scalable solutions.
• Customer-focused approach, driven by the goal of transforming support experiences through technology that is fast, reliable, and human-centered.
• Self-motivated, produces high-quality work, and is comfortable working in a matrixed environment across globally distributed teams.
• Willingness to collaborate across global time zones, with flexibility to adjust working hours as needed to support cross-regional communication and decision-making.

Nice to have

• Passion for incorporating AI-assisted development tools and frameworks to accelerate delivery, ensure code quality, and optimize engineering workflows.

Details

• Location: Bengaluru, India.
• Requires active collaboration with global teams across North America, Europe, and APAC.
• May occasionally modify working hours to align with customers from different regions.