Software Engineer II - AI Copilot

Job Description

Zendesk’s people have one goal in mind: to make Customer Experience better. Our products help more than 145,000 global brands (AirBnb, Uber, JetBrains, Slack, among others) make their billions of customers happy, every day.

Our team is responsible for helping Customer Experience teams to achieve their best, by intelligently solving repetitive work, so they can shift their focus to solving more sophisticated problems. We use the latest trends in Machine Learning and AI algorithms to help us on that mission, and we're passionate about empowering our customers.

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

What you get to do every day

• Write clean and maintainable code to support the team’s delivery commitments

• Work closely with engineers and applied scientists to tackle hard problems Zendesk customers face, using ML technology

• Actively contribute to discussions about technical design and standard methodology

• Investigate and resolve production issues

• Champion initiatives to improve the scalability and robustness of our platforms

• Actively collaborating in evolving workflow and processes together with the members of the team.

• Mentor less experienced colleagues and contribute to knowledge sharing

What you bring to the role

• Interest or experience in Machine Learning technology

• At least 4 years building scalable and stable software applications

• Proficiency in one of our core languages: Ruby, Python, Scala or Java

• Openness to focus on and master Ruby if it’s not your main language

• A discernible passion for data engineering: especially around large-scale data processing

• Exposure to AWS infrastructure is an advantage

• A self-managed and dedicated approach with the ability to work independently

• Strong problem-solving capabilities as well as the flexibility (of working style) to deal with changing and conflicting priorities

What our tech stack looks like

• Our code is written in Ruby, Python, Java, Go, React and NodeJS

• Our servers live in AWS

• Our machine learning models rely on PyTorch and Tensorflow

• Our ML pipelines use AWS Batch and EMR

• Our data is stored in S3, RDS MySQL, Redis, ElasticSearch, and Aurora

• Our services are deployed to Kubernetes using Docker, and use Kafka for stream-processing

• Our logging and monitoring use: Datadog, Sentry

What we offer

• Ownership of the product features implementation you work on

• What you will be doing will have a huge impact

• Team of passionate people who love what they do!

• Exciting features, ability to implement your own ideas and improvements

• Opportunity to learn and grow!

• Possibility to specialise in areas like security, performance and reliability

...and everything you need to be effective and maintain work-life balance

• Flexible working hours

• Professional development funds

• Comfortable office and a remote setup

• Premium Medical Insurance as well as Private Life Assurance

Where We Work:

We're rapidly growing our teams in Lisbon, Portugal, and Krakow, Poland. 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 determ