Care Tools Engineer

Deliveroo
United Kingdom
Permanent
118 days ago
About the job
Job descriptions
Job Title: Senior Software Engineer, Care

Why Deliveroo?

When you first think about Deliveroo, you probably think of getting great food to your house in less than half an hour. Awesome right? But behind the scenes is the real story. This story is one of high growth, huge challenges and an enormous opportunity ahead of us. It began with our founder Will, arriving in London in 2004 and finding it almost impossible to order great food, despite the wealth of incredible restaurants in the city. In 2013 Deliveroo was launched. Fast forward to 2020 and we operate in 12 markets with over 60,000 riders who deliver orders from 60,000 restaurants in over 500 cities worldwide.

We want to be the definitive food company - the app you go to any time you have a hunger pang. We are transforming the way people think about food. We are providing people with limitless access to different cuisines and restaurants, turning cooking from a chore to a choice, and giving people the freedom to eat what they want, when they want, where they want it.

We work with riders, restaurants and consumers. We operate one of the most complex three sided marketplaces in the world and we do this in real time. Millions of customers and thousands of restaurants and riders rely on us to match them within milliseconds. The algorithms behind that marketplace are the secret sauce that allows us to deliver our orders in around 30 minutes.

And we're just getting started.

The scale of the opportunity ahead of us is immense. The global food market is valued at £7.7 trillion but only 1% of it is currently online. Contrast that with the digital disruption of countless other industries - from banking and travel to retail and communications - it's clear that our journey in the food sector has only just begun.

We are already a multi-billion pound company that has grown rapidly. Deliveroo came top in the FT's' list of Europe's fastest growing 1000 companies in 2018, and we were the first company ever to win Deloitte's 'UK Top 50' two years in a row. Yet most of the extraordinary value this company will generate lies ahead of us.

The Role
  • Resolve operational and product problems effectively to minimise the impact on our users and Deliveroo as a whole
  • Deploy and configure the third-party system's environments
  • Monitor the environments to ensure they are operating effectively in an optimal state
  • Effectively communicate with your colleagues and stakeholders
  • Collaborate with other team members and actively contribute to the continuous improvement of the company's engineering tools, systems and procedures
  • Utilise a variety of software-automation production systems and technologies to build scalable systems and processes
  • Assist with incident management if so required
  • There may be a requirement for you to work out of hours during a significant incident or an urgent business need

Our skills include:

We want to emphasise that we don't expect you to meet all of the below but would love you to have experience in some of these areas.
  • Pride in readable, well-designed, well-tested solutions
  • Experience administering Zendesk, Amazon Connect or other 3rd party Care Tooling systems
  • Experienced in planning, building and maintaining efficient, scalable customer care structures across various support roles
  • Being an effective problem solver, experience to resolve issues relating to third-party systems, calling out effectively where necessary
  • Experience conducting in-depth reviews of workflows to further optimise existing processes with the use of technology
  • Risk-analysis and experience working in dynamic environments
  • Strive to educate and empower users to become self-sufficient across all systems whilst mentoring others
  • Ability to create supports material catered to both technical and non-technical staff

Life at Deliveroo

We are a growing team, with very large impact, seeking to answer some of the most interesting questions out there. We move fast, we're always looking for new ideas and we're very transparent about the decisions we make and why we make them.

There are so many questions we need to answer and plenty more we haven't even encountered. How do data and technology help restaurants to grow as consumer habits change? How can we predict what someone wants to order for dinner long before the idea has even crossed their mind? At Deliveroo these are just some of the tough problems we are solving - and there is no challenge that cannot be yours. No solution is owned by a particular team, which means the scope for growth and personal impact is enormous.

Diversity

We believe a great workplace is one that represents the world we live in and how beautifully diverse it can be. That means we have no judgement when it comes to any one of the things that make you who you are - your gender, race, sexuality, religion or a secret aversion to coriander. All you need is a passion for (most) food and a desire to be part of one of the fastest growing start-ups around.
Skills required
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