Zendesk

Staff Machine Learning Engineer to own the ML surface of routing and presence products, transitioning from a rules-based engine to an agentic routing engine. The role involves end-to-end ML ownership from feature engineering and model design to production serving and monitoring, with a focus on applied ML for measurable customer outcomes at scale within a product engineering team. Responsibilities include designing experimentation frameworks, shaping the integration of classical ML and LLM components, and mentoring other engineers.

Senior Software Engineer role focused on delivering AI/ML powered features at scale for Zendesk customers. The role involves working closely with ML Scientists, building tools for model experimentation and management, and contributing to scalable infrastructure for AI platforms. Experience with production AI delivery, LLM technology, and scalable applications is required.

QA Engineer focused on localization, with a strong emphasis on testing AI-driven features and LLM-generated content. The role involves implementing AI quality frameworks, validating linguistic and functional correctness across locales, optimizing vendor operations, and collaborating on internal testing tools. Requires hands-on experience testing AI features and foundational scripting knowledge.

Senior Software Engineer to join the AI Copilot organization, a multi-million ARR product that puts AI directly into the hands of customer service agents and admins. The role involves delivering AI-powered product features at scale, owning end-to-end product features from design through production, and integrating ML-powered capabilities into the product.

Seeking a Senior Product Manager to lead a new Knowledge Graph team focused on ingesting and modeling content for AI experiences. The role involves creating a roadmap, forming a team, collaborating with engineering and data science, driving feature development, and overseeing data quality. Requires experience in SaaS product management, familiarity with LLMs/RAG/generative AI, and content processing at scale (NLP, OCR, document cleaning).

Senior Platform Engineer focused on improving deployment tools and infrastructure, including Kubernetes, CI/CD, and IaC. The role involves leveraging AI tools to enhance operational efficiency and deployment safety within an enterprise environment.

This role is for a Senior Program Manager on the Product Development team, focusing on Unified Customer Analytics. The primary responsibility is to define and execute roadmaps for data foundations, measurement frameworks, and customer-facing analytics experiences that demonstrate ROI and drive adoption of Zendesk's AI and automation products. The role involves leading cross-functional programs, guiding planning processes, managing risks, and improving program processes to enhance delivery velocity and predictability. While the role supports AI products, it is not directly building or researching AI models.

Senior Software Engineer for Zendesk's Workforce Management product team, focusing on building and scaling AI-powered backend systems for forecasting, scheduling, and agent performance tracking. The role involves full SDLC ownership, collaboration, code quality, technical debt reduction, and mentorship.

Staff Software Engineer focused on frontend modernization and integrating AI capabilities into Zendesk's customer reporting and analytics platform. The role involves technical leadership, system design, and driving engineering excellence with a focus on modernizing the stack with React/TypeScript and embedding AI/LLMs into user interfaces and workflows.

Senior Software Engineer focused on building observability foundations for cloud-native services and an organization's LLM/AI stack, including telemetry pipelines, dashboards, and alerting for critical AI paths. Requires experience with observability tooling and demonstrated understanding of ML/AI system monitoring.

Senior Golang Engineer for Zendesk's Workforce Management product team, focusing on building and scaling AI-powered backend systems for forecasting, scheduling, and agent performance tracking. The role involves leading SDLC, influencing technical direction, and ensuring system performance and reliability.

Software Engineer II (SRE) at Zendesk to join the Edge Engineering team. This role involves building and managing the company's proxy tier, global CDN platform, and other critical services that handle billions of user interactions daily. The position requires experience with HTTP, TLS, load balancing, reverse proxying, CDN, Go, and DevOps best practices for high-traffic, customer-facing distributed systems.

Software Engineer II at Zendesk focused on building and enhancing core backend functionality for their ITSM product using Ruby on Rails. The role involves designing, developing, testing, and maintaining scalable backend services and APIs, owning features end-to-end, and collaborating with cross-functional teams. While the role is primarily backend engineering, there is an openness to using generative AI tools to improve productivity and support engineering workflows.

Senior Product Manager at Zendesk to define and own the product roadmap for a Workforce Management product, working with cross-functional teams to deliver features that excite customers and improve operations. Requires strong problem-solving, customer understanding, and communication skills.

Software Engineer II at Zendesk focusing on backend services for mobile and Web Widget products. Responsibilities include building scalable systems, contributing to technical strategy, code reviews, and feature lifecycle management. Requires experience with Ruby on Rails, React, microservices, and databases. Nice-to-haves include TypeScript, Scala, Datadog, and Kubernetes.

Software Engineer (Backend) at Zendesk focusing on data protection and privacy components of their customer service platform. The role involves developing and maintaining large-scale systems, writing and testing code, and collaborating with team members. While the role mentions using AI as a tool to facilitate work and ship products faster, the core responsibilities are in backend software engineering for data privacy, not in building or directly deploying AI models.

Senior Data Engineer on the Product Analytics team, responsible for designing and implementing scalable data models and ELT pipelines to support product adoption and customer retention insights. Focuses on transforming raw data into usable formats, optimizing SQL-based models with dbt, and improving data delivery systems.

Staff Golang Engineer for Zendesk's Workforce Management product, an AI-powered solution for forecasting, scheduling, and agent performance tracking. The role focuses on designing and delivering scalable backend systems, influencing technical direction, and ensuring operational excellence.

Senior Software Engineer with PHP experience to join the Workforce Management product team, focusing on designing and delivering scalable backend systems for AI-powered features related to forecasting, scheduling, and agent performance tracking.

Software Engineer II with PHP experience to join the Workforce Management product team, focusing on building scalable backend systems for AI-powered customer service solutions. The role involves end-to-end SDLC ownership, technical decision-making, performance optimization, and mentoring.

Zendesk is seeking a PHP Tech Lead (Staff Software Engineer) to join their Workforce Management product team. This role involves designing, building, and operating scalable PHP services that power customer-facing features and internal platforms. The lead will set technical direction, raise engineering standards, and deliver systems for secure and efficient scaling. Responsibilities include leading architecture, driving the full SDLC, defining engineering standards, building high-throughput APIs, mentoring engineers, and partnering with other teams. The role requires 8+ years of experience with PHP backend systems, modern PHP frameworks (Laravel preferred), REST APIs, distributed systems, and cloud environments.

Zendesk is seeking an Incident Response Lead to manage and coordinate incident response for their internal IT services. This role involves leading triage, restoration, swarming, and post-incident reviews for critical SaaS applications, aiming to reduce MTTR and improve overall reliability.

Software Engineer II / Senior Software Engineer at Zendesk, focusing on building scalable, high-performance products and services. The role involves collaborating globally, writing code, designing documents, testing, and deploying. While there are multiple roles in different areas including Machine Learning, the core responsibilities for this general consideration role are broad software engineering tasks. The ML organization aims to deliver intelligent products to enhance customer support agent productivity.