About this role
Get to know the team :
The Agent Experience team owns and operates the mission-critical internal platforms that power the end-to-end customer support and engagement ecosystem for the entire Grab superapp. Our technology directly impacts millions of users across Southeast Asia by enabling teams to seamlessly serve Passengers , Merchants, Drivers, Finance partners, and internal business lines across every vertical for support experiences
Because the entire Grab ecosystem relies on our platforms to resolve critical support issues, handle complex transactions, and protect customer trust, we design and scale our platforms to be AI-first, ultra-high availability, correctness & reliability
Get to Know the Role
We are looking for a strategic and business-driven Software Engineering Manager to guide the technical roadmap and business execution for this massive horizontal platform. In this high-impact role, you will act as a leader managing a robust organization that includes fullstack, backend, senior, and lead engineers.
You will also serve as a mentor to your teammates to help them grow. You will work onsite at CMC Creative Space, district 7, HCMC and report to the Manager, who is based in Singapore.
The Critical Tasks You Will Perform
Lead a team of engineers across different tech stacks. You'll participate in code and design reviews to maintain our high development standards.Partner with cross functional leaders across product, design, analytics to build the product roadmap, set customer-focused metrics and experiment designs.Lead the quarterly planning and build a smooth execution plan with the team for securing the delivery of product and engineering roadmap.Set the engineering strategy and engineering key result targets for the team, consistently improve across testability, availability, security and code quality for your systems and modules.Attract and retain senior engineering talent, actively mentor and develop engineering talent in the team and across Grab.Keep your team staffing aligned with business needs and quickly pivot to changing needsGrowth & Coaching: Foster a high-performance engineering culture. Actively mentor, develop, and retain engineering talent at all levels, cultivating the next generation of technical leaders and managers at Grab.Strategic Communication: Act as a functional expert and evangelist, successfully selling strategic product ideas to executive-level partners and bridging communication between technical teams and non-technical business stakeholders.
Scaling and Hiring: Keep your organization's staffing tightly aligned with evolving business needs, proactively attracting top-tier talent to sustain a complex, fast-growing engineering ecosystem.
What Essential Skills You Will Need
At least 10 years of engineering experience with
Organizational Scaling: Experience building and scaling complex engineering organizations.Distributed Systems Expertise: Advanced expertise in distributed systems, specifically those focused on high availability, performance, and reliability.Full Accountability: Experience managing platforms that serve diverse use cases and products simultaneously.Cross-Vertical Support: Strategic Context: Ability to bring business context into technical decisions and benchmark performance against industry standards.People Management : Experience managing a large team of junior to lead engineers/managersMinimum 5+ Years of experience leading peopleExposure to AI-assisted or agentic development toolingStrategic Authority: Ability to define the technology direction for a department and propose new ideas to bring organizational strategy.Expertise and Collaboration: skills in coordinating across a vast landscape of partners to ensure seamless support for the ecosystem.Cultural Understanding: A leader guided by "The Grab Way" principles: Heart, Hunger, Honour, and Humility. Life at Grab
We care about your well-being at Grab, here are some of the global benefits we offer:
We have your back with Term Life Insurance and comprehensive Medical Insurance.With GrabFlex, create a benefits package that suits your needs and aspirations.Celebrate moments that matter in life with loved ones through Parental and Birthday leave, and give back to your communities through Love-all-Serve-all (LASA) volunteering leaveWe have a confidential Grabber Assistance Programme to guide and uplift you and your loved ones through life's challenges.Balancing personal commitments and life's demands are made easier with our FlexWork arrangements such as differentiated hoursWhat We Stand For at Grab
We are committed to building an inclusive and equitable workplace that enables diverse Grabbers to grow and perform at their best. As an equal opportunity employer, we consider all candidates fairly and equally regardless of nationality, ethnicity, religion, age, gender identity, sexual orientation, family commitments, physical and mental impairments or disabilities, and other attributes that make them unique.