Engineering Manager, Support ExperienceSunnyvale, CA; San Francisco, CA

Engineering Manager, Support Experience

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.

About the Role

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.

You're Excited About This Opportunity Because You Will

• 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.

We're Excited About You Because You Have

• 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

Notice to Applicants for Jobs Located in NYC or Remote Jobs Associated With Office in NYC Only

We use Covey as part of our hiring and/or promotional process for jobs in NYC and certain features may qualify it as an AEDT in NYC. As part of the hiring and/or promotion process, we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound from August 21, 2023, through December 21, 2023, and resumed using Covey Scout for Inbound again on June 29, 2024.

The Covey tool has been reviewed by an independent auditor. Results of the audit may be viewed here: Covey

Compensation

The successful candidate's starting pay will fall within the pay range listed below and is determined based on job-related factors including, but not limited to, skills, experience, qualifications, work location, and market conditions. Base salary is localized according to an employee's work location. Ranges are market-dependent and may be modified in the future.

In addition to base salary, the compensation for this role includes opportunities for equity grants. Talk to your recruiter for more information.

DoorDash cares about you and your overall well-being. That's why we offer a comprehensive benefits package to all regular employees, which includes 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). DoorDash also offers medical, dental, and vision benefits, 11 paid holidays, disability and basic life insurance, family-forming assistance, and a mental health program, among others.

To learn more about our benefits, visit our careers page here.

See below for paid time off details:

• For salaried roles: flexible paid time off/vacation, plus 80 hours of paid sick time per year.
• For hourly roles: vacation accrued at about 1 hour for every 25.97 hours worked (e.g. about 6.7 hours/month if working 40 hours/week; about 3.4 hours/month if working 20 hours/week), and paid sick time accrued at 1 hour for every 30 hours worked (e.g. about 5.8 hours/month if working 40 hours/week; about 2.9 hours/month if working 20 hours/week).

$193,800 - $285,000 USD

About DoorDash

At DoorDash, our mission to empower local economies shapes how our team members move quickly, learn, and reiterate in order to make impactful decisions that display empathy for our range of usersfrom Dashers to merchant partners to consumers. We are a technology and logistics company that started with door-to-door delivery, and we are looking for team members who can help us go from a company that is known for delivering food to a company that people turn to for any and all goods. DoorDash is growing rapidly and changing constantly, which gives our team members the opportunity to share their unique perspectives, solve new challenges, and own their careers. We're committed to supporting employees' happiness, healthiness, and overall well-being by providing comprehensive benefits and perks including premium healthcare, wellness expense reimbursement, paid parental leave and more.

Our Commitment to Diversity and Inclusion

We're committed to growing and empowering a more inclusive community within our company, industry, and cities. That's why we hire and cultivate diverse teams of people from all backgrounds, experiences, and perspectives. We believe that true innovation happens when everyone has room at the table and the tools, resources, and opportunity to excel.

Statement of Non-Discrimination: In keeping with our beliefs and goals, no employee or applicant will face discrimination or harassment based on: race, color, ancestry, national origin, religion, age, gender, marital/domestic partner status, sexual orientation, gender identity or expression, disability status, or veteran status. Above and beyond discrimination and harassment based on "protected categories," we also strive to prevent other subtler forms of inappropriate behavior (i.e., stereotyping) from ever gaining a foothold in our office. Whether blatant or hidden, barriers to success have no place at DoorDash. We value a diverse workforce people who identify as women, non-binary or gender non-conforming, LGBTQIA+, American Indian or Native Alaskan, Black or African American, Hispanic or Latinx, Native Hawaiian or Other Pacific Islander, differently-abled, caretakers and parents, and veterans are strongly encouraged to apply. Thank you to the Level Playing Field Institute for this statement of non-discrimination.

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