Machine Learning Engineer II

Job Description

Zendesk’s people have one goal in mind: to make Customer Experience better. Our products help more than 125,000 global brands (AirBnb, Uber, JetBrains, Slack, among others) make their billions of customers happy, every day.

Our Enterprise Machine Learning team enables better decision making throughout the business.  The way in which we support our customers, complimenting our Product capabilities, is data driven and amplified through the use of ML.  We use the latest trends in Machine Learning and AI algorithms to help us on that mission, and we're passionate about empowering our business teams.

As an Engineer on our team, you’ll be responsible for developing products in collaboration with our ML Scientists and other ML engineers, and delivering high-quality ML and AI products to our customers, at a scale that most companies only dream of.

This position is part of the Enterprise Data & Analytics team, a high-performance group chartered with delivering a beautifully simple analytics foundation and service that allows Zendesk to scale with clearly defined, consistent metrics and a data architecture that provides all business operations with high quality and timely analytics for optimal decision making.  We need a dedicated individual to derive valuable business insights and models which will have a direct impact on our business.

Who you are:

• Empathetic to the analytic needs of data scientists, business stakeholders, product owners, engineers, and analysts, the right candidate has the ability to translate objectives into usable, practical solutions and ultimately develop comprehensive technical requirements

• Adheres to established protocols but can adapt to change as needed

• Willing to improve existing systems, make recommendations, and is not afraid to challenge what we believe to be true

• Natural curiosity to discover nuances in technology and data

• Deep passion for accuracy, and resourcefulness to verify assumptions

• Proactively engage with various stakeholders and engineers and build strong relationships 

• Respectful of established protocols but you also drive change as our business evolves over time.

What you get to do everyday:

• Design, develop, and maintain our cloud-based machine learning infrastructure in AWS, ensuring scalability, performance, and security

• Implement and manage data pipelines and machine learning workflows using Astronomer, dbt, Snowflake, and AWS

• Collaborate with data scientists and machine learning engineers to containerize and deploy ML models efficiently

• Develop automation and monitoring tools to maintain the reliability and availability of our ML systems

• Optimize data storage and compute resources for ML workloads in a cost-effective manner

• Ensure compliance with data governance and security policies during the entire lifecycle of ML models

• Contribute to the continuous improvement of our MLOps practices, including CI/CD pipelines for machine learning models

• Stay current with the latest developments in AWS services, Snowflake capabilities, and the broader ML Ops ecosystem

What you bring to the role:

• Bachelor's degree in Computer Science, Engineering, or related field, or equivalent practical experience

• Minimum of 3 years of professional experience in a machine learning engineering role

• Demonstrable expertise in AWS cloud services related to AI/ML, such as SageMaker, Lambda, EC2, EFS, and similar AWS data services.

• Strong communication skills, both written and oral, and an ability to listen and understand root needs across many different business units, each with their own perspectives on our customer experience

• Proven experience in working with Snowflake for managing and processing large datasets

• Demonstrated ability to produce on-time and quality deliverables

• Strong proficiency in at least one programming language: Python, Java, Scala, or similar

• Experience with MLOps tools and practices, including Docker, Kubernetes, and CI/CD pipelines

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. Based in San Francisco, Zendesk has operations in the United States, Europe, Asia, Australia, and South America. Learn more at www.zendesk.com.

Individuals seeking employment at Zendesk are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, or sexual orientation.

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.

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. We advocate for digital first customer experiences—and we stick with it in our workplace. Over 5,000 employees worldwide are collaborating from kitchen tables, home offices, coworking spaces, and Zendesk workspaces to make one team.

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.