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Dixa Hiring for Backend Engineer, Knowledge Job at Melbourne, Australia Full Time
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About the role
Dixa is a customer service platform that creates value for brands and customers in a conversational, friendly, and engaging way. We call it Customer Friendship™️ . Established in Copenhagen, Denmark in 2015, Dixa was founded on the principle that there must be a better way to do customer service, one that allowed the creation of value-driven experiences for customers as well as empowered agents to do more than solving tickets for the business. In February of 2021, the company acquired the Australian knowledge platform startup, Elevio, to empower agents as well as customers with AI-optimized knowledge base and contextual experiences. In March 2022 Dixa acquired analytics leader Miuros, and automation pioneer Solvemate to further boost our product offering in this space.
Dixa has expanded globally within the first years since launch and now has 250+ employees in offices across Copenhagen, London, Chicago, Berlin, Paris, Lyon, Tallinn, Kyiv, Tel Aviv and Melbourne. The company doubled its revenues YoY, and has raised more than $155 million in funding to date with backing from Notion Capital, Project A Ventures, SEED Capital and recently completed the Series C funding led by US-based General Atlantic.
About the role
We’re looking for a Backend Engineer who will work with our Melbourne team and also be able to collaborate async with the greater organization. The Melbourne / Australia based team focuses on knowledge delivery and management and is used widely throughout the Dixa product to empower agents to solve customer queries faster and accurately and end users to promote a self serve approach to support.
This includes:
Internal knowledge portals
Public facing knowledge bases
Chat / Bot / Messenger integration of knowledge
Agent knowledge suggestions and improvement processes
What you’ll be doing
- Design and build out our state-of-the-art Scala backend for a modern, cloud-based customer experience platform
- We also use other languages such as Elixir, Python, and TypeScript, depending on the use case
- Work with an extremely skilled team who love to share ideas, learn and use new technologies
- Influence the product by continuously providing feedback on the design, workflow, and testing
- Contribute to technical and architectural discussions with the whole Engineering team
- Write code to manage and surface knowledge across channels, including telephony, email, chat, messaging, and web. Your code will enable end-users to help themselves and agents to respond to them with ease by surfacing contextual knowledge using a mix of traditional information retrieval and state-of-the-art natural language processing and semantic search
- Work with a cutting-edge tech stack. We have designed a micro/right-sized service architecture, orchestrated by ECS Fargate on AWS. Services communicate via REST, GraphQL, and gRPC. The heavy-lifting is performed by Scala services leveraging the Cats stack, and an Elixir monolith running on Phoenix, while the data is managed across Postgres, Redis, Redshift, DynamoDB, and Athena
- Design, build and maintain data pipelines that ingest, transform, load, and react to events used to power our analytics platform and continuously improve knowledge delivery across different channels
- Collaborate with our team of site reliability engineers to modernize our cloud infrastructure using an infrastructure as a code (IaC) platform
- Be a part of a highly collaborative and agile team that values open-source and functional programming (we love Cats), and are very open to new technologies and improved ways of building our platform
- Ultimately, your work will help brands provide great customer experiences for millions of people every day
Who you are
- You are curious, like to experiment with new ideas, and enjoy solving problems. You are open-minded and a good listener when it comes to other peoples’ ideas and voice your own ideas with confidence
- You have professional experience working with Scala, Elixir, Python, or TypeScript. You feel right at home designing and implementing backend features and services
- You are supportive and encouraging by nature, strive to be the best version of yourself and lift those around you up
- Working in a team comes naturally to you, you are easy to work with and value others’ input
- You are ambitious and want to make a difference where you work. You are eager to contribute to a positive and productive work environment
- We have a Melbourne office, located near Flinders Street station and most team members work remote and in the office. We are flexible with working arrangements. We encourage coming into the office but allow people to work where they feel they do the best work
Please note!
The qualifications and experiences above act as a loose guide to what we’re looking for. We’d still love to hear from you if you have more or less experience, so long as the core skills can be demonstrated.
An equitable future.
Since the very beginning, we’ve been committed to building an inclusive culture. We are proud that people from all over the world have combined forces to give Dixa a universal perspective.
However, there are areas where we simply need to do better, and we appreciate that there are perspectives and experiences which many of us do not fully understand – yet.
We want our Dixaterians to bring their true selves to work, irrespective of nationality, race, ethnicity, religion, sexual orientation, gender identity, physical ability, age, or economic background. We’re committed to learning, growing, and educating ourselves on experiences outside of our own, because we believe everyone deserves an equitable future.
Dixa; the 30-second version!
Dixa is a Customer Friendship Platform. We’re hoping to replace traditional customer service tactics because we think that customer relationships should be personalised, engaging, conversational and feedback-driven. We want to help brands connect with their customers – much like the connection between friends.
We started out as four friends around a kitchen table, on a mission to radically change the customer service space, while building a people-first and values-driven culture from the get-go.
Now, we’re in scale-up territory, backed by incredible VCs (raising Series C in July 2021), and 250+ exceptional Dixaterians working with us in 4 offices (and remotely)
This incredible momentum is fuelling our mission to once and for all eliminate bad customer service and create a world in which all people are welcomed by their favorite brands with the warm familiarity of a friend.
What’s in it for you?
Of course, there are the standard things, like competitive salary and a decent pension plan, that includes life and health insurance. But, there’s also so much more, such as flexible working, autonomy, continuous learning, meaningful work, future planning (family health and retirement) and other bits & bobs (i.e. socials and food). You can find out more on our careers page!
