Engineering Manager (Ticketing UI)

Job Description

We are seeking an Engineering Manager to help advance the development of features that enable customers to extend, configure, and customize the core Ticketing UI experience—the Agent Workspace.

A key responsibility of this role will be leading the team that develops the "Contextual Workspaces" feature—an enterprise capability that allows administrators to tailor the user interface and present agents with the most relevant workflows and information, with the aim of enhancing agent efficiency and reducing ticket resolution times. If you are passionate about leading engineering teams and enhancing customer experiences through technology, we would love to hear from you!

Note: This is a hybrid role, combining remote and on-site work, requiring 3 days in the office, and relocation to Pune.

What you’ll be doing

• Lead and mentor a team of engineers, encouraging a culture of innovation, collaboration, and continuous improvement.

• Work with Product Managers, Tech Leads, UX designers, and group collaborators to ensure team alignment with our long-term technical strategy and product roadmap.

• Help our team members set goals that will cultivate their career growth while contributing to the overall success of the team. Provide regular, actionable feedback to those you lead in an empathetic manner.

• Be responsible for the design, development, and implementation of the Contextual Workspaces feature and related features, ensuring that the team meets customer needs and enhances agent efficiency.

• Apply and implement standard processes to ensure that our software maintains code excellence and high availability. Guide the team in achieving key performance indicators related to operational excellence.

What you bring to the role

Basic Qualifications:

• Multiple years leading software engineers.

• Sound understanding of application & system development and agile practices.

• A dedication to quality, robust, stable software and the knowledge and skills to steer a team to delivering to these expectations.

• Comfort in the ability to collaborate with other teams and partners across Global teams, address issues head-on while applying empathy.

• Refined prioritisation skills, to focus your time and energy where it’ll have the most impact.

Preferred Qualifications:

• Experience working in teams on large-scale front-end and back-end codebases.

• Experience working for a global SaaS company.

Tech Stack

The Agent Workspace front end is built using TypeScript and JavaScript (React), largely served by a Ruby on Rails backend that exposes REST and GraphQL endpoints. The team primarily consists of front-end engineers who work on the backend when necessary.

About Zendesk’s Product Development Center of Excellence in Pune

Zendesk is in the exciting early stages of establishing a Product Development Center of Excellence in Pune. This center is being developed through a BOT (Build-Operate-Transfer) model, allowing us to gradually build and scale our operations with a current mix of BOT workers and full-time employees (FTEs). Our vision is to create a vibrant, innovative hub where all team members will eventually transition into FTE roles.

As an early hire, you will have a unique opportunity to be a pivotal part of this journey. You’ll play a key role in shaping the culture, processes, and success of our Pune site, contributing directly to the growth and maturity of our Product Development Center of Excellence. Your expertise and insights will help lay the foundation for a world-class development center, influencing the way we build and deliver products at Zendesk.

#LI-ESKD

Please note that Zendesk can only hire candidates who are physically located and plan to work from Karnataka or Maharashtra. Please refer to the location posted on the requisition for where this role is based.

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.