Job Description

We're looking for a well-rounded Staff Software Engineer to be part of our efforts to use AI in providing the world's best customer service. We have a huge amount of knowledge about how our customers solve issues for their customers. Conversational AI agents can use this knowledge to solve problems better and faster, including taking actions on behalf of customers, supervised by human agents. This is where you come in. We're standing up a new team to increase our capability in this field, and so along with the Engineering Manager you will have a massive impact on how this pans out.

Ultimately, at Zendesk, we geek out about building beautifully simple software that delivers the ultimate customer experience. Your favorite brands leverage our products to build and nurture relationships with their customers. We believe empathy is the greatest virtue for building the best products and the greatest environment for growing together as a team. We adapt quickly and are constantly innovating.

What you will be doing:

• Actively shape and develop our Ruby on Rails and TypeScript-based services.

• Participate and lead brainstorming, designing, prototyping, and programming within an agile environment.

• Spearhead the resolution of complex reliability problems at scale, showcasing comprehensive expertise across the entire technology stack.

• Champion a deep understanding of the product and cultivate a customer-centric approach within the team.

• Lead, mentor, and teach colleagues at various career levels, imparting advanced insights and promoting a culture of continuous improvement.

• Effectively communicate complex changes, strategies, and technical decisions to stakeholders within the organization with a high level of clarity and consideration.

• Guide the team in exploring architectural strategies through consensus based decision making and documenting decisions.

What you will bring to the role:

• 6+ years of experience writing and maintaining high-availability services in Ruby on Rails/NodeJS/TypeScript.

• Experience with LLM integrations and AI feature implementation at the Enterprise level.

• Strong engineering, architectural experience and extensive knowledge in systems design.

• Autonomy to lead a project through its execution, while also knowing when to consult with others.

• Able to mentor and lead engineers, contributing to an enjoyable work environment that promotes teamwork.

• Experience using observability tools to ensure system reliability at scale.

• Open minded and inclusive mentality, both for your colleagues and your work.

• English proficiency both spoken and written.

Who you are:

• A Bachelor’s or Master’s degree in Computer Science or related field.

• Experience with Content Management Systems

• Experience with event-driven architecture and event sourcing.

• Experience developing and operating high volume, high availability environments.

• Experience with container orchestration using Docker, Kubernetes and cloud services on AWS or similar.

• Familiarity with modern JS frameworks.

• Contributor or owner of open source projects

About Zendesk

Zendesk builds software for better customer relationships. It empowers organizations to improve customer engagement and better understand their customers. Zendesk products are easy to use and implement. They give organizations the flexibility to move quickly, focus on innovation, and scale with their growth.

More than 100,000 paid customer accounts in over 150 countries and territories use Zendesk products. Based in San Francisco, Zendesk has operations in the United States, Europe, Asia, Australia, and South America.

Interested in knowing what we do in the community? Check out the Zendesk Neighbor Foundation to learn more about how we engage with, and provide support to, our local communities.

Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster diversity & inclusion in the workplace. Individuals seeking employment at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, physical or mental disability, military or veteran status, or any other characteristic protected by applicable law.

By submitting your application, you agree that Zendesk may collect your personal data for recruiting, global organization planning, and related purposes. Zendesk's Candidate Privacy Notice explains what personal information Zendesk may process, where Zendesk may process your personal information, its purposes for processing your personal information, and the rights you can exercise over Zendesk’s use of your personal information.

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Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.

The intelligent heart of customer experience

Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.

Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.

Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here.

Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request.