Backend Engineer

£60k - £79k per annum

We're on a mission to make money work for everyone.

We're waving goodbye to the complicated and confusing ways of traditional banking.

With our hot coral cards and get-paid-early feature, combined with financial education on social media and our award winning customer service, we have a long history of creating magical moments for our customers!

We're not about selling products - we want to solve problems and change lives through Monzo

Hear from our team about what it's like working at Monzo
•London / UK Remote | £140,000 - £165,000 + Share Options |Benefits|Technology

About Customer Operations at Monzo:

The Customer Operations team provides tech-led and human support experiences for now over 10 million customers. We don't just solve customer problems - we aim to improve customer satisfaction and product engagement by providing effortless, fast, and empathetic support.

Our Operations tech team has three focus areas:

This role will primarily focus on our customer support tooling and workforce management systems.

As a Staff Engineer:

A Staff Engineer at Monzo is a technical (IC) leadership position. As a Staff Engineer in the Operations collective at Monzo, you will:

• Partner with the Engineering Director supporting the collective and provide technical leadership across 3+ squads and ~20 engineers.
• Work collaboratively with product, data and operational leaders to identify and execute on opportunities that further the organisation's goals and strategy, bringing the right level of clarity, urgency and rigour as appropriate.
• Work on solving multi-faceted optimisation problems at scale, such as how to maximise the leverage of technologies like LLMs to aid human workers or how to forecast, schedule and efficiently route requests through a workforce of thousands of people and more generally solve high quality customer support at scale.
• Oscillate between contributing to high-level planning and strategy and organisational leadership and diving deep into the execution of problems and getting hands-on as necessary.
• Use your expert knowledge and experience to lead architectural discussions for the most complex systems in the collective. You'll do this in order to arrive at solutions that are robust and optimal given the context.
• Keep a high bar for technical excellence in the collective, through your own work, highlighting the work of others and calling out when things haven't quite met the bar.
• Pro-actively mentor, sponsor and up-level engineers.

What you'll be using:

We rely heavily on the following tools and technologies, please note direct experience in these technologies is not required and our interview process can be completed in any language:

• Goto write our application code (there's an excellent interactive Go tutorialhere)
• Cassandrafor most persistent data storage
• Kafkafor our asynchronous message queue
• KubernetesandDockerto schedule and run our services
• AWSfor most of our production infrastructure andGCPfor most of our data infrastructure.
• Reactfor customer support tooling.
• Feastfor storing our features along a variety of tools to train and deploy models.
• GPT and Vertex models for Large Language Model support.

We'd love to hear from you if...

• You have a track record of technical excellence, delivering resilient systems, ideally behind consumer products.
• You have experience in solving human + tech problems at scale.
• You have technically led across 3-4 teams to solve complex optimisation problems.
• You have a quantitative mindset: you care…