Job Description: SDE-3 (Backend) for VIA

Location: Bengaluru

About us

Founded in June 2016, Mihup is an AI-powered conversation intelligence platform that provides real-time personalized insights to contact center agents to improve sales and customer experience - resulting in revenue growth, reduced customer churn, and improved brand image. Our team is composed of engineers, machine learning scientists, and product specialists from leading institutions. Our clients include global Fortune 500 companies, and we are on track for aggressive expansion in India and globally. We are backed by Accel Partners and IdeaSpring Capital.

About the Role

As a Software Development Engineer 3 (SDE-3), you will play a critical role in designing and building scalable, secure, and multi-tenant cloud platforms. This role focuses on systems that process and analyze massive volumes of real-time and non-real-time interaction data (calls, emails, chats) to deliver actionable business insights and improve agent performance. You will collaborate with Product Managers, Architects, and Engineers to revamp architectures, build efficient microservices, and address the challenges of scaling systems by 50x with low latency and reliability.

The systems you will work on include call analytics platforms, involving real-time transcription, interfacing with ASR/NLP/ML modules, and handling complex data integrations to meet customer workflows and automate QA processes.

In this role, you’ll tackle key challenges such as improving system reliability and scalability, mentoring junior engineers, and defining best practices for microservices architecture.

Key Problem Areas

• Scaling Microservices: Redesigning and building a robust microservices architecture to handle 50x current volumes with a strong focus on low latency and reliability.
• High-Volume Data Processing: Building systems to process calls and interactions in real-time, integrating with ASR, NLP, and machine learning workflows.
• Infrastructure Understanding: Collaborating on solutions that involve infra components like queues, caching, and distributed systems for high throughput and fault tolerance.
• End-to-End Ownership: Owning Tier 1 services with accountability for design, development, and production readiness, including addressing non-functional requirements like security, scalability, and performance.
• Technical Leadership: Acting as a technical lead, mentoring junior engineers, and driving best practices for decision-making and execution.

Key Responsibilities

• Lead technical discussions within a track or workstream, acting as a technical guide for junior engineers.
• Own the technical stack, ensuring scalability, reliability, and maintainability.
• Collaborate with the product team to align the technical roadmap with the product vision.
• Define, maintain, and execute the technical roadmap with support from senior engineers.
• Lead by example in coding, debugging, reviewing, and testing, contributing high-quality model code.
• Design high-level architectures and low-level system designs for critical backend systems.
• Optimize systems for latency, scale, and reliability, ensuring they meet demanding non-functional requirements.
• Implement robust data protection and secure data storage solutions.
• Navigate ambiguous problem spaces, providing guidance and direction to junior engineers during complex decision-making processes.
• Advocate for long-term solutions while balancing short-term deliverables.

Expectations

• Educational Background: Bachelor’s Degree in Computer Science or a related field with 5+ years of experience building large-scale products.
• Technical Expertise: Proficient in Java, Spring, or similar frameworks. Strong understanding of design patterns and microservices best practices.
• Scalability and Reliability: Proven experience in owning and building Tier 1 services with a deep understanding of reliability, scalability, and fault-tolerant design.
• Infra Knowledge: Hands-on experience with infrastructure components like queues (RabbitMQ, Kafka), caching (Ehcache, Memcached), databases (PostgreSQL, MongoDB, Cassandra, Redis), and container management tools (Docker, Kubernetes).
• Mentorship: Demonstrated ability to mentor junior developers and guide them in technical discussions and decisions.
• Collaborative Mindset: Proven ability to work with cross-functional teams and strong product thinking to align technical efforts with business goals.
• Adaptability: Experience thriving in fast-paced environments with startup culture, showcasing an ability to scale and adapt.
• Non-Functional Requirements: Strong focus on latency, scalability, and security in design and implementation.

Why This Role Matters

This role is pivotal in shaping the next-generation call analytics platform, addressing the critical need to scale and optimize systems to support 50x current volumes. By leading architectural revamps, mentoring engineers, and building systems that integrate cutting-edge ML technologies, the SDE-3 will drive transformative change for Mihup’s engineering and product capabilities.