Backend Engineer, Help Experience

Brief Info About Vinted Our mission is to make second-hand the first choice, and we're looking for people who want to help us get there. Every day, we work together to help our members buy and sell pre-loved clothing and lifestyle items, giving each piece a second life – or even a third. The Vinted Group is made up of three business units that support this mission: Vinted Marketplace is Europe’s leading platform for second-hand fashion and a go-to destination for all kinds of pre-loved items, with a growing range of categories. Our platform connects millions of members across 20+ markets, helping great items find a new life. Vinted Go enhances the shipping experience with a vast network of over 500,000 pick-up and drop-off points, partnering with more than 60 carriers across Europe, with added services like item verification for peace of mind on high-value pieces. Vinted Pay is the newest part of the Vinted Group, dedicated to bringing secure, reliable payments to buyers and sellers across Europe. Seamlessly integrated into the Vinted app, it helps keep every transaction safe, efficient, and easy for our members. Founded in 2008 in Lithuania, Vinted began as a way for friends to find new homes for clothes they no longer needed. In 2019, we became Lithuania's first unicorn! Today, our headquarters remain in Vilnius, and we've grown with offices across Europe, supported by a team of over 2,000 people. Information About The Position 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. In this position, you’ll 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. About You 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. Work perks The opportunity to benefit from our share options programme25 working days of holidayAccess to all the tools & tech needed for workHome office support: we provide IT workstation equipment and a personal budget of up to €540 for home workplace furniturePrivate health insuranceConfidential Employee Assistance Program (EAP) for you and your familyFrequent team-building eventsA personal monthly budget for shopping on VintedThe opportunity to spend up to 90 days per year - 21 of which can be spent working outside of the EU - on workationA dog-friendly officeIn Vilnius office: Gym & in-house meals at friendly pricesIn Kaunas office: a monthly lunch allowance, and a once-a-week provided in-house lunch and breakfast Working at Vinted Individual Learning Budget We invest in your professional growth! As part of our commitment to continuous learning, we offer an annual learning budget to support your personal and career development through courses, certifications, workshops and more. Hybrid Work We’ve adopted a hybrid workplace model where 2 days in the office are recommended but not enforced. It’s up to you and your team to decide on the exact days you’ll spend working together in person. Equal Opportunity The Vinted Group is committed to building an inclusive workplace where people from all walks of life feel a sense of belonging. We welcome applications from people of all backgrounds, identities and life experiences. At Vinted, all applicants are treated fairly without regard to their race, age, religion or belief, sex, national origin, citizenship, gender identity, sexual orientation, disability, or any other protected characteristic. The gross monthly salary range for this position is: €3.558—€4.808 EUR