Backend Engineer, Help Experience

Helping members resolve issues quickly is an important part of maintaining a trusted marketplace. The Ember team at Vinted builds the customer support chatbot, which handles large parts of first contact from members across most markets Vinted operates in.

It combines LLM-driven automation with integrations into Vinted's internal systems, so common cases get resolved directly rather than routed to an agent. That reduces support costs and gets members back to buying and selling instead of waiting for help.

You'd join a cross-functional team that owns everything that happens before a member talks to a human, from browsing the Help Center to the chatbot resolving the case; or handing it over when it can't.

• Work with the team to design and ship features that help members resolve issues without contacting an agent.
• Contribute to LLM-powered automation: retrieval over Vinted's help content, tool-calling into internal services, and evaluation pipelines to catch regressions.
• Build backend systems that handle high volumes of messages, where response time affects whether a member completes the flow or opens a ticket.
• Help extract our domain out of the monolith into services the team owns and deploys independently.
• Work with Golang and Ruby on Rails, backed by Vitess, Kafka, Vespa and Temporal.
• Support your code in production: instrument it with OpenTelemetry and monitor it through Grafana, Datadog and Kibana.
• Collaborate with other engineers through pairing, design discussions and code reviews.

• You have a few years of experience building backend systems in production, including operating them after release.
• You've worked in a high-level language and can pick up a new one. Our stack is mainly Go with some Ruby; experience with either helps, but we'll give you time to get up to speed.
• You've worked on systems where latency and reliability mattered, and can talk through the tradeoffs you made.
• You're interested in what LLM-powered products need from the platform around them: evaluation, guardrails, cost and failure modes. No ML background required.
• You enjoy sharing knowledge and contributing to a cooperative environment.
• You communicate clearly in written and spoken English.

• The opportunity to benefit from our share options programme
• 25 working days of holiday
• Access to all the tools & tech needed for work
• Home office support: we provide IT workstation equipment and a personal budget of up to 540 for home workplace furniture
• Private health insurance
• Confidential Employee Assistance Program (EAP) for you and your family
• Frequent team-building events
• A personal monthly budget for shopping on Vinted
• The opportunity to spend up to 90 days per year - 21 of which can be spent working outside of the EU - on workation
• A dog-friendly office
• In Vilnius office: Gym & in-house meals at friendly prices
• In Kaunas office: a monthly lunch allowance, and a once-a-week provided in-house lunch and breakfast