Senior Engineering Manager

At eBay, we're more than a global ecommerce leader — we're changing the way the world shops and sells. Our platform empowers millions of buyers and sellers in more than 190 markets around the world. We're committed to pushing boundaries and leaving our mark as we reinvent the future of ecommerce for enthusiasts.

Our customers are our compass, authenticity thrives, bold ideas are welcome, and everyone can bring their unique selves to work — every day. We're in this together, sustaining the future of our customers, our company, and our planet.

Join a team of passionate thinkers, innovators, and dreamers — and help us connect people and build communities to create economic opportunity for all.

As a Senior Software Development Manager in the Customer Support Technology team, you will lead critical engineering initiatives that power eBay's global customer service experience. You will drive the design, development, and operational excellence of systems that enable efficient, intelligent, and personalized support across both digital self-service and especially in agent-assisted channels.

This position is based in Bengaluru, India and will require active collaboration with global teams across North America, Europe, and APAC. Success requires a readiness to work across time zones and occasionally modify working hours to align with customers from different regions.

You'll lead the creation and integration of scalable platforms that improve customer outcomes and support agent productivity—while developing a world-class engineering team focused on innovation, reliability, and measurable impact.

It is expected that the candidate will have solid understanding of computer science fundamentals, especially on SDLC in distributed applications. It's essential that you will have strong software development experiences with SOA, SOAP web services, Restful APIs, and messaging solutions. This position would be a best fit for someone who has been a technical lead in the past in the development of complex distributed systems. You are expected to be self-motivated, produce high quality work and have strong communication skills in addition to being comfortable working in a matrix-ed environment, collaborating across globally distributed teams.

• 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, enabling robust workflows and 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.

• Bachelor's or Master's degree in Computer Science or a related field, with a minimum of 12 years of software development experience, including 6 years in engineering leadership and team management. Equivalent experience accepted.
• A 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
• 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.
• Passion for incorporating AI-assisted development tools and frameworks to accelerate delivery, ensure code quality, and optimize engineering workflows.
• Strong critical thinking and effective communication skills, with the ability to influence collaborators, coordinate cross-functional teams, and translate business needs into scalable solutions.
• A customer-focused approach, driven by the goal of transforming support experiences through technology that is fast, reliable, and human-centered.
• Willingness to collaborate across global time zones, with flexibility to adjust working hours as needed to support cross-regional communication and decision-making.

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