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Principal Engineer - Platform

Crisis Text Line

Crisis Text Line

Posted on Saturday, February 24, 2024


Crisis Text Line provides free, 24/7, high-quality text-based mental health support and crisis intervention by empowering a community of trained volunteers to support people in their moments of need.

Our mission is at the intersection of empathy and innovation — we promote mental well-being for people wherever they are.

Our vision is an empathetic world where nobody feels alone.

Our core values are at the heart of all we do: connect with empathy, center equity, get it done together, and reflect and evolve.

Why you should join our team:

  • Our work is transforming the way people in pain access support at their fingertips
  • Our work is innovative in the crisis response space
  • Our dynamic, fun, and diverse culture
  • Our meaningful cause, led by empathy and innovation
  • Our strong values at the center of all we do
  • Our commitment to diversity, equity and inclusion
  • Our commitment to engagement and belonging
  • Our commitment to our employees and their holistic wellbeing
  • Our value of work/life balance
  • Our growth mindset and prioritize professional development
  • Our leaders who truly care

What you'll be doing:

At Crisis Text Line, the engineering, product, and design teams are commonly referred to as Build. The vision of the team is to:

  • Deliver the most trusted, innovative, and easy-to-use Crisis Care Platform in the industry and drive unprecedented levels of growth for people in need worldwide.
  • Ensure that every user feels a sense of community on our platform, allowing us to build trust, and grow our impact.
  • Enable our global affiliates to power their crisis support operations in an efficient and dynamic environment
  • Provide a services/API-first architecture based on federated sources of data and infuses predictive insights (ML and otherwise) in every aspect of our Platform and Experience.

Crisis Text Line's mission is to promote mental well-being for people wherever they are. We aim to make crisis support available to a global audience. Our technology powers our US operations, as well as those of our international partners. To grow this impact worldwide, we need an exceptional Principal Engineer who can guide the technology and architecture to unlock global scale and impact.

As Principal Engineer, you will play a pivotal role in shaping the future of our technology. You will use your experience and expertise in global enterprise SaaS platforms to ensure we are able to support more partners, operate in a sustainable and scalable fashion, and foster crisis support across the globe.

Crisis Text Line aspires to be an organization that reflects the globally diverse audience that our products and technology serve. We believe that hiring the best talent requires a diversity of perspectives, ideas, and cultures in order to lead to the creation of better products and services.

Crisis Text Line is and always will be a mission-driven company. We hire people with a broad set of technical skills who are ready to take on some of our biggest technology challenges and make an impact on millions of users that seek help and support in a moment of crisis.


Crisis Text Line is a fast moving, growing organization with a big vision and a critical mission. To serve our mission and vision, each role must be agile and flexible to meet the needs of the business, aligning daily work with business priorities as defined by managers and team leaders.

Function 1 - Platform Architecture and Development

  • Steer the design and implementation of our Go multi-tenant, SaaS platform to accelerate our growth across many countries and regions
  • Expert knowledge of the Go programming language and its paradigms, constructs, and idioms
  • Utilize your expertise to design, implement, and optimize a secure and privacy-centric platform that includes Go, Next.js, PHP APIs, GraphQL, and Databricks delivered on AWS infrastructure, with data integrations to CRM and LMS systems.
  • Strong technical judgment and influential skills to facilitate discussions for business-critical designs
  • Provide both architectural guidance and detailed technical direction while nurturing a continuous delivery culture
  • Expert technical influence over multiple teams, increasing their productivity and effectiveness by sharing your deep knowledge and experience. You are a visionary leader, builder and an operator.
  • Balance technical leadership and savvy with strong business judgment to make the right decisions about technology choices.
  • Connect planned work to business strategy

Function 2 - ML/AI Leadership: Lead the charge in leveraging ML/AI to accelerate the human-to-human connectivity of our platform

  • Ensure modular and reliable implementation of our ML/AI models and tooling, permitting rapid adoption in this fast evolving space
  • Optimize and localize our global platform using intelligent models.


  • Bachelor's degree or equivalent practical experience.
  • 10 years of software development experience within cloud, SaaS, enterprise, and ML/AI.
  • Deep experience supporting and evolving high uptime, high scale services and platforms
  • Ability to influence multiple stakeholders, achieve strategic goals and evolve technology strategy based on research, data, and industry trends.
  • Go language expertise
  • API design and development; securing and monitoring API endpoints
  • Service Oriented Architecture expertise - gained experience working with micro services, macro services and mini-monolith architectures. Able to lead product/engineering teams in pragmatic service design.

Reliable High-Speed Internet Required: Must have a stable high-speed internet connection to support seamless remote collaboration, virtual meetings, online job tasks, etc.

The full salary range for this position, across all United States geographies, is $146,000-$205,000 per year. The upper portion of the salary range is typically reserved for existing employees who demonstrate strong performance over time. Starting salary will vary by location, qualifications, and prior experience; during the interview process, candidates will learn the starting salary range applicable for their location. We pay competitively in the tech-forward nonprofit space and offer a robust benefits package.

Only candidates in the following states will be eligible for employment: CA, CO, CT, DC, DE, FL, GA, HI, IL, IN, IA, MD, MA, MI, MN, MO, NJ, NM, NY, NC, OH, PA, SC, TN, TX, UT, VA, WA.


Crisis Text Line employee benefits are thoughtfully designed using an equity lens, acknowledging that we are all unique human beings with individual life circumstances that require flexibility and support.

Benefits include:

  • 20 paid holidays including:
    • Federal holidays like Juneteenth and Labor Day
    • Election day
    • Holiday break from Dec 24 through January 1
    • 2 renewal days
    • 2 floating holidays
  • Flexible paid time off, including:
    • 15 vacation days
    • 3 personal days
    • 7 sick days
  • Medical, dental, and vision benefits for the staff member and family at no cost to the employee
  • 403B retirement plan (the nonprofit equivalent of a 401K): 3% contribution by Crisis Text Line to support building financial wellness, regardless of personal contribution
  • 12 weeks paid parental leave (after 6 months of employment)
  • Student loan repayment (after 2 years of continuous full time service)
  • Family support through a virtual childcare platform
  • Stipends/Allowances
    • Mental health (Monthly)
    • Internet Service (Monthly)
    • Professional Development (Annual)
    • Wellness (Annual)
    • Home office setup (One time/First year)

(Benefits only apply to full-time employees)

Crisis Text Line is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We provide reasonable accommodation to individuals who have a disability and meet the skill, experience, education, and other job-related requirements of the role to allow the individual to perform the essential functions of the job.