Software Engineer II (Site Reliability)

Job Description

Are you ready to join a world-class team of software engineers and make a real impact? As a Software Engineer - Site Reliability at Zendesk, you will have the opportunity to work on exceptionally innovative projects that are revolutionizing the customer service industry. We are looking for ambitious and proven individuals who thrive in a collaborative and inclusive environment.

What you’ll be doing

• Monitor, troubleshoot, and stabilize service incidents to ensure flawless operation of our systems.

• Implement and improve reliability and observability by enhancing monitoring tools and alerting systems.

• Write code to automate mitigations and improve tools, ensuring our systems run smoothly and efficiently.

• Provide support during service incidents by validating alerts, recommending resolutions, or implementing temporary fixes until the product/code owner is available.

• Actively participate in the incident lifecycle, working to resolve high-severity service incidents.

• Collaborate with various teams to identify and successfully implement standard methodologies for infrastructure and application reliability.

What you bring to the role

• Outstanding problem-solving skills with a focus on debugging complex issues across distributed systems.

• Proven experience in handling high-severity service incidents and effectively managing the incident lifecycle.

• Strong knowledge of networking and cloud-native software design.

• Ability to clearly communicate technical and non-technical requirements to colleagues in a concise manner.

• A collaborative approach with a desire to lead, partner, and work across our engineering organization.

Basic Qualifications:

• Availability to work mid or night shift 5 times a week, including 1 weekend.

• Proficiency in Python, JavaScript, Ruby, or React frameworks.

• Experience with AWS, infrastructure, backend systems, and Kubernetes.

• Familiarity with monitoring tools such as Datadog or PagerDuty.

• Interest in debugging complex problems across distributed systems.

Preferred Qualifications:

• 1+ years of experience in a Software Engineering or Site Reliability Engineering role.

• Experience drafting RFCs and similar documents for peer review.

• Desire to lead and collaborate across engineering teams.

Tech Stack

• Our platform is built on AWS.

• We use Kubernetes to dynamically scale and manage infrastructure.

• The health of our infrastructure is monitored with Datadog and PagerDuty.

• Our code is primarily written in Python, with additional use of Ruby, JavaScript, and React.

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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.