The Delivery Experience (DelEx) team makes every part of the journey after checkout seamless. We power real-time tracking, in-app messaging, and the support systems that step in when things don’t go as planned. Our work spans from building smarter chatbots that resolve issues instantly, to designing fair and accurate credits and refunds, to giving agents AI-powered tools that help them solve problems faster. By combining reliable platforms with the latest AI, we’re making support at DoorDash faster, easier, and more trustworthy than ever.
This is a pivotal moment for DelEx. We’re laying down the foundations for the next decade of scale while pushing the boundaries of what AI and LLMs can do for customers, Dashers, and support agents.
About the RoleAs a Senior Staff Engineer in DelEx, you’ll be a key technical leader driving the strategy and execution of critical systems, charting the direction for the organization. You’ll design, influence, and deliver large-scale platforms that combine cutting-edge AI/ML with rock-solid engineering foundations. From building smarter chatbots and context-aware credits & refunds, to architecting real-time order tracking and support agent copilots, your work will directly shape the future of DoorDash’s support and delivery ecosystem.
This role is deeply cross-functional. You’ll partner closely with Product, Machine Learning, Design, and Operations leaders to chart the technical roadmap, scale foundational systems, and deliver high-impact outcomes that improve customer trust, retention, and satisfaction.
You're excited about this opportunity because you will… Lead at scale: Provide technical vision and architectural direction for organizations (50+ engineers) for large, multi-year platform rebuilds, ensuring our systems can handle 100x growth. Advance AI-powered support: Partner with ML teams to build and productionize LLM-powered chatbots, context-aware credits & refunds, and intelligent agent copilots that set a new bar for customer support. Shape platform foundations: Rebuild mission-critical systems like real-time order tracking and messaging to be reliable, performant, and extensible across new verticals and global markets. Influence across teams: Drive alignment across engineering, product, and operations stakeholders; mentor engineers and staff across multiple teams to raise the bar of technical excellence. Operate hands-on: Dig into complex distributed systems challenges, from scaling infrastructure to optimizing end-to-end performance and resiliency. Multiply impact: Elevate engineering culture by introducing best practices in design, testing, reliability, and long-term maintainability. We're excited about you because you have… 8+ years of industry experience, with a track record of shipping large-scale, high-impact systems. Deep expertise in distributed systems, real-time data pipelines, or large-scale platform rebuilds. Experience applying ML/LLM technologies in production environments (bonus if in support, trust & safety, or similar domains). Strong technical intuition paired with the ability to influence and align senior cross functional stakeholders. A proven ability to balance vision with pragmatism, knowing when to invent vs. when to leverage existing patterns. Humility and a growth mindset: you lead through expertise and collaboration, not hierarchy. Comfort with ambiguity and a bias for action in fast-paced environments.
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