Hiver

Gmail-integrated helpdesk and collaboration platform

Software Engineer 3 – Backend

Backend EngineeringUpdated on Nov 13

Full-timeBengaluru, Karnataka, IndiaNo salary listedHybrid

About the Job

Requirements

At least 5 years of experience building and scaling production systems end-to-end.
Backend expertise in Go, Java, Python, or Ruby on Rails.
Deep understanding of distributed systems, concurrency, performance, and resiliency.
Experience with SQL and familiarity with NoSQL databases and caches.
Exposure to production model serving, including embeddings and inference APIs.
Strong fundamentals in cloud infrastructure, containers, and continuous integration and continuous delivery.

Responsibilities

Scale backend systems to handle rapidly growing traffic and artificial intelligence workloads.
Build low-latency inference and retrieval endpoints, caching layers, and model-serving pipelines.
Improve reliability, resiliency, and performance across monolith and microservices environments.
Work with Kafka or RabbitMQ to build high-volume, event-driven data flows.
Partner with machine learning and artificial intelligence teams to deploy embeddings, rerankers, retrieval-augmented generation systems, and evaluation workflows.
Ship features end-to-end across backend APIs, domain models, and data pipelines.
Integrate AI suggestions, copilots, and retrieval-based workflows into the product experience.
Collaborate with design and product teams to deliver consumer-grade user experiences.
Implement secure, compliant data handling for structured and unstructured customer data.
Own observability across the stack, including tracing, metrics, dashboards, feature flags, and service-level objectives.
Lead debugging of complex issues across frontend, backend, infrastructure, and model pipelines.
Drive postmortems, root-cause analysis, and process improvements.

Desired Qualifications

Prior experience building and shipping artificial intelligence systems or features into production.
AWS cloud infrastructure experience is preferred.

About us:

Hiver is a modern, AI-driven customer service platform used by companies across healthcare, finance, logistics, education, and technology. We help teams deliver fast, human support across email, chat, phone, WhatsApp, and more — without the complexity of legacy helpdesks.

We’re a challenger brand in a category dominated by over-engineered tools. We build software that is simple, powerful, and genuinely helpful, and we operate internally with that same philosophy. If you want meaningful ownership, thoughtful teammates, and work that ships, Hiver is a great place to do it.

Opportunity:

As an SDE III (Backend) at Hiver, you will work end-to-end across backend, and AI systems to craft the next generation of collaborative email, automation, and AI-powered customer service workflows.

You will own major product surfaces, architect scalable systems, and bring intelligent experiences to life in the UI – while ensuring reliability for 5M+ emails processed daily across thousands of active users.

What you will do?

Backend, Distributed Systems & AI

Scale backend systems to handle rapidly growing traffic and AI workloads.
Build low-latency inference and retrieval endpoints, caching layers, and model-serving pipelines.
Improve reliability, resiliency, and performance across monolith and microservices environments.
Work with Kafka/RabbitMQ to build high-volume, event-driven data flows.
Partner with ML/AI teams to deploy embeddings, rerankers, RAG systems, and evaluation workflows.

Product Engineering

Ship features end-to-end across backend APIs, domain models, and data pipelines.
Integrate AI suggestions, copilots, and retrieval-based workflows seamlessly into the product experience.
Collaborate closely with design & product to deliver polished, consumer-grade UX.

Data, Security & Observability

Implement secure, compliant data handling for structured/unstructured customer data.
Own observability across the stack — tracing, metrics, dashboards, feature flags, SLOs.
Lead debugging of complex issues across frontend, backend, infra, and model pipelines.
Drive postmortems, root-cause analysis, and process improvements.

What we’re looking for?

Must Have:

5+ years building and scaling production systems end-to-end.
Solid backend expertise in Go/Java/Python/RoR.
Deep understanding of distributed systems, concurrency, performance, and resiliency.
Experience with SQL plus familiarity with NoSQL/caches.
Exposure to production model serving (embeddings, inference APIs).
Strong fundamentals in cloud infra (AWS preferred), containers, and CI/CD.

Nice to Have:

Prior experience building and shipping AI systems/features into production.

About the Company

Hiver

Gmail-integrated helpdesk and collaboration platform

Hiver helps teams manage customer support and sales queries directly from Gmail by turning emails into collaborative, assignable tasks. It works inside the Gmail inbox, where team members can assign emails to colleagues, track status, add notes, and collaborate without leaving their inbox. The product also provides analytics, automation, and integrations with other business tools to streamline workflows while maintaining the familiar Gmail interface. Compared with competitors, Hiver differentiates itself by embedding helpdesk and CRM-like collaboration directly in Gmail, focusing on ease of use for small and medium-sized businesses and expanding features to include analytics and automation without requiring a separate, complex software suite. The company’s goal is to simplify email-based collaboration and transform everyday email threads into organized, trackable customer interactions for teams worldwide.

Company size: 201-500
Company stage: Series B
Total funding: $30M
Headquarters: San Jose, CA
Founded: 2011

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