Senior Software Engineer

Job Description

Zendesk is looking for a strong Senior Software Engineer to join our Insights and Analytics team, a hybrid team working primarily out of Copenhagen, Denmark.
 

The Insights and Analytics team's objective is to architect and implement scalable systems that process high-volume event streams and provide insightful reporting capabilities. Our work empowers internal stakeholders and customers with data visibility and actionable analytics, supporting informed decision-making and driving product innovation.

Furthermore, our work is closely aligned with supporting the Zendesk AI Agents capabilities to use Knowledge to provide great customer service and automations leveraging our existing data for our customers. We focus on using data to drive value for our customers and help them get the most out of the product.

Our team takes on a variety of complex challenges often spanning across organizations and products and touching many different technologies and a variety of stakeholders.
We are a dynamic team that values clear communication, a deep understanding of the problems we tackle, and an open-minded approach to suggestions. Our team members are great at articulating their ideas, willing to ask for help when needed, and eager to collaborate with others to find the best solutions.

What you will be doing:

• Publish well written and tested code to production.

• Participate in designing and developing key frontend components and features for our Actionable Insights for Automation Potential on AI Agents.

• Building usage dashboards, adoption and onboarding flows for customers to enable and improve their experience using AI Agents at Zendesk.

• Work with data transformations, ETL and reverse-ETL to/from our data lake

• Continually improve event streams and data integrations for high efficiency, throughput and quality of data.

• Work on data instrumentation and integration needed to power the usage dashboards for AI Agents.

• Collaborate with Product and the team on researching and brainstorming different solutions for problems we are solving.

What you bring to the role:

Required

• 4+ Years of experience in a backend or full-stack application engineering role.

• Proven understanding of event stream processing and data instrumentation for analytics.

• Excellent communication and time-management skills.

• Experience with LLM integrations and AI feature implementations.

• Experience with implementing systems that serve content at web scale with high availability guarantees.

• You believe building great software is a team effort and enjoy learning together through pairing, code reviews, tech talks, etc.

• Comfortable taking ownership of all phases of software engineering: design, development, testing, deployment, and operational issues.

Preferred:

• Prior experience owning React or Ruby services in a production environment

• Experience in visualizing data and building actionable dashboards

• Experience working on high throughput messaging systems like Kafka

• Experience working with data analytics platforms like Snowflake and knowledge of the concepts herein including;

  • ETL

  • Reverse-ETL

  • Dbt transformations

• Experience using monitoring/alerting to ensure the reliability of a system

Tech Stack

• Our backend code is a blend of microservices written in Ruby on Rails and Scala

• Our frontend is React using a mix of vanilla Javascript and Typescript

• We use AWS Aurora to store data in MySQL and Kafka to stream events between services

• We use Kubernetes and AWS to deploy and scale our applications

Who we are

We believe in putting people first, doing outstanding work, and continuously learning. We are musicians, parents,