Job Description

We are seeking an Engineering Manager who can lead a team focused on improving support systems and self-service capabilities across Trustpilot. You'll work across different areas of our platform to reduce support burden and enable customers to perform tasks themselves that currently require manual intervention. We're looking for someone who finds satisfaction in solving important but sometimes overlooked problems that deliver immense value to both our customers and internal teams.
At Trustpilot, we work as a team and deliver as a team. The environment that we cultivate includes working with great people who aid each other at every step, while at the same time pushing you to bring your A-game every day. Everyone's opinion matters and you can help come up with the next big idea that will bring Trustpilot forward. Join our team and shape the way we work. Are you up for the challenge?
What you'll be doing:

• Leading a team of around 6 engineers focused on improving self-serve capabilities and reducing our support burde
• Working across team boundaries to identify and solve support pain points throughout our platform
• Enable customers to perform tasks themselves that currently require manual support intervention (e.g., changing VAT numbers, setting up paid plans on second domains)
• Streamline processes that currently require support staff to switch between multiple systems like Salesforce and our admin app
• Facilitate cross-functional collaboration to implement solutions that improve efficiency
• Develop and support a great team of skilled and motivated engineers through clear expectations, feedback and regular 1:1s
• Balance delivery with sustainable engineering practices while managing risks and dependencies
• Build a positive and high-performing work environment based on transparency, accountability, and trust

Who you are:

• An experienced Engineering Manager with a solid technical background
• Someone who thrives working in areas without clear ownership boundaries
• Experience working with or supporting commercial teams and understanding their challenges
• Comfortable working with and optimising existing systems
• A natural collaborator who can work effectively across team boundaries and act as a diplomat when needed
• Experience with cloud services such as AWS and microservices architecture
• Someone who values impact andsupporting others over strict ownership of features
• Ideally familiar with integrating systems like Salesforce or similar CRM platforms
• A problem-solver who can take abstract support issues and turn them into concrete technical solutions
• Enthusiastic about empowering people on your teams to be at their best

Some relevant technologies and services we use:

• Infrastructure: AWS (ECS, Lambda, SNS, SQS, ...), Docker, CloudFormation
• Languages: Typescript, Node.js, C#
• Frontend: React, Next.js, CSS Modules, SASS, Styled Components
• Database: DynamoDB, PostgreSQL, MongoDB, BigQuery

Find more on:
What's in it for you:

• A range of flexible working options to dedicate time to what matters to you
• Competitive compensation package, with bonus and RSU
• 28 days holiday plus two (paid) volunteering days a year to spend your time giving back to the causes that matter to you and your community
• Rich learning and development opportunities supported through the Trustpilot Academy, LinkedIn Learning and Blinkist
• Pension and life insurance
• Health cash plan, online GP, 24/7 Employee Assistance Plan
• Full access to Headspace, a popular mindfulness app to promote positive mental health
• Paid parental leave
• Season ticket loan and a cycle to work scheme
• Central office location complete with all the snacks and refreshments you can ask for
• Regular opportunities to connect and get to know your fellow Trusties, including company-wide celebrations and events, ERG activities and team socials.
• There is also breakfast and lunch in the office on Tuesdays and Wednesdays along with extra treats throughout the month
• Access to over 4,000 deals and discounts on things like travel, electronics, fashion, fitness, cinema discounts and more.

Still not sure?
We are Open to All, which means we want everyone to feel like they can see themselves at Trustpilot. We're keen to hear about your experiences as well as how you can help to create a fantastic culture for our amazing Trusties. So, don't worry if you're looking at this job description and feel like you don't meet all the requirements, we'd still really like to hear from you!

Skills Required