Staff Software Engineer (SRE)

Job Description

Site Reliability Engineering (SRE) combines software and systems engineering to build and run large-scale, massively distributed, fault-tolerant systems. Within APAC SRE, our focus is on engineering quality solutions that solve Zendesk’s reliability and observability needs.  Additionally SRE’s will keep an ever-watchful eye on our systems capacity and performance.

SRE's culture of diversity, intellectual curiosity, problem solving and openness is key to its success. Our organization brings together people with a wide variety of backgrounds, experiences and perspectives. We encourage them to collaborate, think big and take risks in a blame-free environment. We promote self-direction to work on meaningful projects, while we also strive to create an environment that provides the support and mentorship needed to learn and grow.

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.

What you’ll be doing

• Engage in and improve the whole lifecycle of service, from inception and design, through to deployment, operation and refinement.

• Provide and institute proven practices around reliability, remediations, and incident management

• Build vital and efficient tooling to lower the barrier of entrance for engineering teams to plug in and enjoy the benefits of Reliability

• Provide guidance to engineering teams reliability standards to help proactively identify and resolve issues before they become incidents

• Rapidly understand issues with our products and help teams to optimally solve customer-impacting incidents

• Architect highly reliable production-grade platforms that enhance the reliability ideology

• Analyze the shortcomings of existing systems and propose alternatives

• Mentor across teams enabling technical decisions based on proven methodologies driving towards infrastructure perfection and high availability software

Required experience:

• 7+ years as a Software Engineer or Site Reliability Engineer in a technical leadership role 

• The ability to lead, partner, and collaborate cross-functionally across an engineering organization

• Experience with Javascript, Python, Ruby, Scala, and React frameworks

• Experience architecting, improving, and operating reliable distributed platforms

• Experience with AWS, infrastructure, cloud-native software design, backend systems, and Kubernetes

• Experience building for and supporting a polyglot programming and datastore environment

• Enjoyment from helping others learn and improve through pairing, code review, tech talks, etc.

Preferred requirements:

• Experience in DevOps, terraform or other similar tooling experience desirable

• Application support practices and procedures for critical platforms

• Application monitoring and profiling tools (e.g. Sentry, Datadog, Prometheus)

• Managing applications on cloud platforms, preferably AWS

• Experience using high scale telemetry systems is a plus

Tech Stack

• Our product code is both monolith and microservices written in Ruby on Rails, Java, Scala and Go.

• Most of our automation is written in Python or Ruby.

• We run on AWS, Kubernetes, Vault and Spinnaker.

• Our backends are mostly AWS Aurora with some RDS, Redis, Dynamo and Mongo

#LI-ESKD

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.

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. 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.