Engineering Manager, Support Experience

DoorDash USA•Sunnyvale, CA

About The Position

As the Engineering Manager for the Support Experience team, you’ll lead a team of talented engineers focused on building the foundational platform that powers DoorDash’s world-class customer support. As DoorDash rapidly expands into new verticals and grows our DashPass membership, your team will play a critical role in ensuring our support systems evolve to meet the needs of Consumers and Dashers at scale. This is a pivotal time for the team as we are laying the groundwork for a robust and flexible platform that enables faster self-resolution, integrates deeply with AI/ML capabilities, and empowers product teams to embed support seamlessly into the customer journey. Whether it’s through contextual help, proactive interventions, or smart troubleshooting flows, your team will directly impact customer satisfaction and retention. Join us as we reimagine the future of support at DoorDash, making it intelligent, effortless, and deeply integrated across our entire platform. You will lead a skilled team of backend, web, and mobile engineers focused on transforming how Consumers and Dashers access and resolve support needs proactively, intelligently, and effortlessly. Your mission: to reimagine the self-help experience by integrating cutting-edge AI/ML solutions that anticipate user needs and resolve issues before they become problems. You’ll partner closely with Product, Design, Machine Learning, and Strategy & Operations teams to define and execute a visionary roadmap — one that balances scalable platform foundations with bold, user-first innovation. From dynamic troubleshooting flows and predictive support to personalized help content, your team will build solutions that not only reduce contact rates but also deepen customer trust and satisfaction. At DoorDash, we're redefining what support looks like: smarter, faster, and always a step ahead. Join us in leading this transformation — where intelligent self-service becomes a core part of every Consumer and Dasher journey.

Requirements

BS, MS, or PhD. in Computer Science or related field
3+ years of experience in people management leading full-stack teams (backend, web, and mobile) of 8+ engineers
8+ years of industry experience
Extensive experience as an engineer in a fast-paced, product-focused development environment
Experience with distributed system design, system scaling, and performance optimization
Hands-on leadership and strong product intuition
Humility - willing to get into the details and open to feedback
Growth mindset - you're eager to expand your skill set and excited to carve out your career path in a hyper-growth setting
Adaptability, resiliency, and ability to thrive in ambiguity - things can change quickly, and you'll need to help the team evolve

Responsibilities

Lead and grow a high-performing team of iOS, android, web, and backend engineers dedicated to delivering seamless, end-to-end Support Experience solutions across platforms.
Shape the future of customer support by building intuitive, scalable systems that combine platform reliability with human-centered design.
Collaborate closely with Product Managers, Business leaders, and cross-functional stakeholders to define the team’s roadmap and vision, and lead the team in executing against it.
Provide architectural direction and mentorship for a diverse team of 8+ engineers across multiple tech stacks, ensuring technical excellence and continuous growth.
Foster a culture of innovation, inclusion, and collaboration, encouraging the adoption of cutting-edge technologies and out-of-the-box thinking to solve complex support challenges.
Partner with Recruiting to grow a diverse and inclusive team that reflects the communities we serve.
Drive key support metrics such as contact rate reduction, resolution time, and customer retention by delivering thoughtful, data-driven engineering solutions across mobile, web, and backend systems.

Benefits

a 401(k) plan with employer matching
16 weeks of paid parental leave
wellness benefits
commuter benefits match
paid time off and paid sick leave in compliance with applicable laws (e.g. Colorado Healthy Families and Workplaces Act)
medical, dental, and vision benefits
11 paid holidays
disability and basic life insurance
family-forming assistance
a mental health program