Job Description

At Zendesk, we have one goal in mind: to make Customer Experience better. Our products help more than 145,000 global brands (AirBnb, Uber, JetBrains, Slack, among others) make their billions of customers happy, every day.

Our team is responsible for Knowledge creation, automation and insights. We are building on top of the world’s biggest Retrieval Augmented Generation platform in the CX space, powering cutting edge AI Agents and our customers’ Knowledge Bases. You will join an organization with a mission to disrupt the Knowledge generation and retrieval space, powering all Zendesk AI experiences.

As an Engineering Manager you are leading all aspects of a cross-functional team that is responsible for end-to-end delivery and operation of our Knowledge Graph. You will demonstrate your management expertise to hire new talent, steer the team, while ensuring alignment to credible engineering practices.

You'll work with different partners (Engineering, Product, Architects and Tech Leads) to ensure your team's roadmap is aligned with company strategy and the team is shipping architecturally sound software at a regular cadence.

What you’ll be doing

• Lead a team of experienced Engineers, offering direction and assistance at every stage of the lifecycle of the project.

• Collaborate with leadership to continually improve software delivery and service reliability.

• Maintain exceptional service levels on your team’s products and services. 

• Lead the recruitment of new team members and facilitate a speedy, engaged interview process.

• Have quality 1:1s with your team members focusing on their performance, growth and well-being.

• Create a diverse and inclusive working environment where people can thrive.

What you bring to the role

Basic Qualifications:

• Bachelor’s degree in Computer Science/Information Systems or related field. 

• 2+ years prior experience in a technology management capacity.

• Refined prioritization skills: you are able to focus your and the team’s times and energy where it’ll have the most impact.

• Excellent communication skills, both written and verbal.

• Hands on experience implementing distributed systems that serve content at web scale with high availability guarantees.

• Understanding of semantic search and retrieval augmented generation pipelines.

• Strong proficiency in Ruby and/or NodeJS. Hands-on experience with cloud platforms (AWS preferred).

• Solid understanding of architecture and software design patterns for server-side and web applications.

• Collaborative, upbeat work ethic where you can take ownership and have fun.

Preferred qualifications:

• Master’s degree in Computer Science/Information Systems or related field

• Proven expertise in leading the delivery of AI-powered products to production.

• Proven experience in performance testing, capacity planning, and cost optimization for large-scale, complex data pipelines and systems. This includes identifying bottlenecks, ensuring scalability, and minimizing operational costs in cloud-based data environments.

Tech Stack

• Our code is written in Ruby, TypeScript and React.

• Our servers live in AWS.

• Our services interface through Kafka, REST and GraphQL on top of Istio.

• Our data is stored in S3, RDS MySQL, Redis, ElasticSearch, and Aurora.

• Our services are deployed to Kubernetes using Docker.

What we offer

• Full ownership of the projects you work on.

• What you will be doing will have a huge impact.

• Team of passionate people who love what they do.

• Exciting projects, ability to implement your own ideas and improvements.

• Opportunity to learn and grow.

#LI-EA1

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.