Role Description As a Software Engineer in our Managed Services practice, you will own end-to-end support for global commerce clients on Fluent Order Management, bringing technical depth and sound judgment to every problem you solve. Responsibilities - Serve as primary support consultant for medium-to-large customers on Fluent Order Management, owning incident resolution end-to-end. - Analyse and troubleshoot moderately complex post-implementation issues; identify root causes and resolve or escalate with clear reasoning. - Participate in client incident management processes and adhere to defined SLAs. - Automate application monitoring to manage day-to-day OMS activity and maintain system health. - Define client requirements, develop delivery plans, and write and review test scripts for enhancements. - Track operational trends and identify areas for improvement; share findings with the team. - Maintain runbooks and a knowledge base to streamline incident resolution. - Communicate clearly with ecommerce teams, business partners, and IT stakeholders on root cause and resolution. - Work flexibly across rotational shifts and provide on-call support as required. What Good Looks Like - Analysis: Probes beyond the obvious; seeks more data before drawing conclusions in all work they perform. - Customer Orientation: Seeks the underlying need, not just the surface ask. - Decisiveness: Chooses between alternatives without delay. - Organising Work: Plans short-term work with clear milestones. - Working with Others: Solicits input and values others' expertise. - Developing Others: Gives clear instruction to juniors and verifies their understanding. - Initiative: Acts without being prompted; addresses problems quickly. Skills and Competencies - 2 to 3 years of experience in Fluent Order Management with Supply Chain domain knowledge. - Hands-on experience across OMS modules, software QA, or production support. - Knowledge of the ecommerce model: Fulfillment, Shipping, Customer Service, UX, and Promotions. - Strong communication, documentation, and client-facing skills. - Experience with incident management platforms such as Jira, ServiceNow, or equivalent. - Ability to manage multiple workstreams, prioritise effectively, and adapt to change. Technical Skills - Fluent Order Management: solid working knowledge across core modules. - Java, GraphQL, REST APIs, and Python: hands-on development and debugging experience. - API testing tools: able to independently design and execute API tests (Postman or equivalent). - DevOps fundamentals: understands CI/CD pipeline principles and can operate within them (Jenkins or equivalent). AI at Pivotree We use AI to automate and accelerate our work across every service we deliver. We encourage team members to bring forward AI ideas that improve client outcomes, and we highly value people who apply creativity and judgment to make AI output better. AI Responsibility Examples - Apply AI-assisted log analysis and anomaly detection to identify incident root causes faster and reduce mean time to resolution. - Use AI-driven monitoring and alerting to stay ahead of SLA thresholds and shift support from reactive to proactive. - Use AI coding assistance to improve delivery speed and test coverage; review and validate all AI-generated output before use. - Apply AI-assisted analytics to surface actionable insights from incident and ticket data; share findings with the team. - Use AI writing assistance to draft and update runbooks and KB articles; always review before publishing. AI Skills Examples - Ability to construct clear, structured inputs to obtain accurate and useful outputs from AI systems; iterates when results need refinement. - Experience using AI coding assistants to accelerate development, explain code, or support code review. - Familiarity with AI-assisted testing or documentation tools to improve coverage and knowledge quality. - Awareness of AI-driven observability principles: anomaly detection, predictive alerting, and log intelligence. AI Competencies - Workflow Integration: Proactively identifies tasks where AI reduces effort or improves quality; does not wait to be told to use AI. - Output Ownership: Reviews, corrects, and takes full accountability for AI-generated work before it is used or shared. - Adaptability: Evaluates new AI tools and approaches quickly; applies AI principles across platforms without needing retraining. - Responsible Use: Aware of AI limitations, hallucination risk, and data privacy constraints; applies appropriate human judgment. - Creative Augmentation: Does not just accept AI output; improves, reframes, and extends it to produce better outcomes. Company Description Pivotree is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive and accessible workplace.

Role Description We're looking for our senior engineering and product leader who will take MindFriend safely to launch and build the platform, and the team, that come after. MindFriend is a mental-health marketplace connecting people with verified, licensed clinicians for online therapy: search, booking, payments, and live video, audio and chat sessions in one place. The platform is built and largely working, with a capable lead developer and a team. We're now bringing in the senior leader who will set the engineering bar, decide when we're ready to launch, and grow both the platform and the team from there with a level of ownership only the earliest team members ever get. This role carries more weight than most engineering jobs. We handle sensitive health data and host live therapy sessions, so reliability and security aren't features; they are the trust the entire category depends on. The person who gets this right will have real authority to do it properly, and will help shape what MindFriend becomes. A word of honesty: This is a founding-team role at an early-stage company, which means it is hands-on. You will get into the code. You will run the QA passes yourself. You will test a video session on a bad connection at 9pm because a launch depends on it. You will make calls with incomplete information and live with them. You'll lead a small team and a freelance bench but you'll lead by doing, not just directing. If you want a purely strategic seat with people beneath you to execute, this is the wrong role. If you want to own the hardest, most consequential technical problems in the company and see them through, read on. What you'll be responsible for: - The launch decision setting the readiness bar, and holding launch until it's met. - Reliability of live video, audio and chat sessions on a user's old laptop and a clinician's poor wifi, not just a developer's machine. - Security and privacy of sensitive health data the controls that keep us defensible, and an independent security review before we go live. - End-to-end quality of the booking-and-payments flow, including the failure paths most teams skip. - The product direction after launch what we build next, in what order, and why. - Leading and growing the engineering and product team. What success looks like: - In your first weeks — to launch: - Own and close out the launch readiness bar; get MindFriend live in its first market with confidence, not crossed fingers. - Pass an independent security review with critical findings remediated before go-live. - Prove the full booking-to-session flow end-to-end, including every failure path, across real devices and networks. - In your first 6–12 months: - Turn a freelance-built platform into a maintainable, well-owned codebase with a team to match. - Establish a sane delivery cadence and the engineering and product processes we'll scale on. - Set the post-launch roadmap and start shipping against it. Qualifications - 8+ years building software, with senior or lead engineering experience and you've carried real product responsibility, not just executed someone else's spec. - You've shipped a consumer product that takes real payments and handles sensitive personal data, to production and through real users. - You've worked somewhere the security and data bar is real health-tech, fintech, or similar. You're not learning why it matters here. - You can run a security review and stand up the controls behind it yourself, not just brief someone else to. - Hands-on operator first, leader second: you lead through doing. - You work directly and candidly with a non-technical founder. - A bonus, not a requirement: you've been part of an early-stage or founding team before and know how to operate without much process; marketplace or telehealth experience; multi-jurisdiction products; or having taken a product through SOC 2 / ISO 27001 / GDPR. Why this role matters In a category built on trust, the technical decisions are the business. Whether a session holds, whether data stays safe, whether the platform feels solid that's what earns the trust everything else depends on. As a founding-team member you'll build the foundation MindFriend grows on, and shape the company from its first day live. This is a rare chance to own the technical heart of a company at the moment it matters most. Benefits - A founding-team seat working directly to the founder, with real authority and real ownership of the problems that matter most. - A product that's already built and a launch to drive, not a blank page. - Competitive cash compensation plus equity, reflecting the seniority and ownership of the role. - A mission worth the work making trustworthy mental-health support easier to find. How to apply Write to us one short story: a product you took to launch that handled payments or sensitive data what you were responsible for, and what nearly went wrong. We value substance over polish; tell us what you've built, not just where you've worked.

• We're looking for our senior engineering and product leader who will take MindFriend safely to launch and build the platform, and the team, that come after. • MindFriend is a mental-health marketplace connecting people with verified, licensed clinicians for online therapy: search, booking, payments, and live video, audio and chat sessions in one place. • The platform is built and largely working, with a capable lead developer and a team. • We're now bringing in the senior leader who will set the engineering bar, decide when we're ready to launch, and grow both the platform and the team from there with a level of ownership only the earliest team members ever get. • This role carries more weight than most engineering jobs. We handle sensitive health data and host live therapy sessions, so reliability and security aren't features they are the trust the entire category depends on. • You'll lead a small team and a freelance bench but you'll lead by doing, not just directing.

• Set Technical Vision and Strategy: Define and execute a roadmap for engagement modeling, balancing innovative modeling approaches with business objectives. • Drive Technical Execution: Oversee the model development lifecycle from ideation to deployment, ensuring high standards of ML performance and robustness. • Lead and Mentor a High-Performing Team: Recruit, mentor, and retain top ML talent, fostering a culture of growth, collaboration, and technical excellence. • Collaborate Cross-Functionally: Partner with PMs, data scientists, and other engineering teams to align on engagement strategies, data requirements, and model KPIs. • Innovate in ML Architecture: Implement and optimize model architectures tailored to engagement prediction, leveraging deep learning and advanced ML techniques.