Job Description

As a Staff Data Scientist at Zendesk, you will be joining the Abuse Prevention team and be responsible for developing machine learning and AI approaches that help us understand and identify anomalous and abusive activity. The role involves collaboration with Data Analysts, Software Engineers, and product teams to share valuable insights and models that can be used to keep Zendesk's customers safe and prevent product abuse.

Key Responsibilities

• Analyze large volumes of behavioural and user interaction data to identify patterns of abuse

• Develop viable detection models and techniques using offline data that can inform and guide engineering implementation in production

• Improve detection accuracy for existing spam detection projects while minimizing false positives

• Build robust monitoring dashboards and alerting systems to track abuse metrics

• Collaborate with cross-functional teams to implement prevention strategies based on data insights

• Know the latest trends in fraud detection and security analytics

• Mentor data analysts and provide technical leadership on projects

• Collaborate with our Security teams on emerging data challenges and provide data science expertise

Required Qualifications

• Advanced degree in Computer Science, Statistics, Applied Mathematics, or related quantitative field, or equivalent practical experience

• 5+ years of experience applying ML/AI in areas such as fraud detection, anomaly detection, or security

• Strong programming skills in Python, R, or similar languages, with proficiency in data processing frameworks

• Experience with a variety of ML techniques including supervised and unsupervised learning methods

• Experience with time series analysis and its application to anomaly detection

• Experience working with large datasets and distributed computing environments

• Strong communication skills with ability to translate complex technical concepts to non-technical collaborators

Preferred Qualifications

• Proven track record implementing anomaly detection systems at scale

• Familiarity with graph-based approaches to fraud detection

• Knowledge of cybersecurity concepts and common attack vectors

• Experience with ML model monitoring and maintenance in production

• Background in SaaS product abuse prevention

• Knowledge of regulatory requirements related to fraud prevention and data privacy

• Experience with real-time streaming data processing

Where We Work:

We're rapidly growing our teams in Lisbon, Portugal. We have exciting next-generation ML products that are already in use by customers in the banking and finance area, online and offline retailers, and even national postal services. You will work with a driven team, passionate about delivering the right experience to end-users using sophisticated and pioneering ML technology.

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.

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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.