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.

We're looking for a well-rounded Senior Engineer to be part of our efforts to use AI in providing the world's best customer service. We have a large amount of knowledge about how our customers solve issues for their customers. At the same time, we are building a Knowledge Hub that ingests and processes content from multiple sources, fully integrated with our Customer and Employee Service offerings. Conversational AI agents can use this knowledge to solve problems better and faster, including taking actions on behalf of customers, supervised by human agents. 

This is where you come in. We're standing up a new team to increase our capability in this field, and so along with your team, you will have a massive impact on how this initiative evolves. You will join an organization with a mission to disrupt the Knowledge generation and retrieval space, powering all Zendesk AI experiences.

What you’ll be doing

• Delivering AI-powered capabilities to our customers at Zendesk scale.

• Working closely with Product, Management and the rest of Knowledge engineering to define the scope of features and implementation approach.

• Building the next generation of AI-powered services and products.

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

• Supporting our deployed services to ensure a high level of stability and reliability.

• Mentoring junior team members, as well as pairing with more experienced colleagues and learning from each other.

What you bring to the role

Basic Qualifications:

• 4+ years developing server-side applications in Ruby, NodeJS or Java.

• Experience with LLM integrations and AI feature implementations at the Enterprise level.

• Proven expertise in implementing systems that serve content at web scale with high availability guarantees.

• Proficiency in understanding and querying data (SQL)

• Sound understanding of architecture and software design patterns for server-side and web domains.

• Experience with provisioning and deploying services with a cloud provider (GCP, AWS, Azure).

• Excellent communication skills, both written and verbal.

• Collaborative and growth mindset along with the desire to continue your ongoing learning and development.

Preferred Qualifications:

• Master’s degree in Computer Science/Information Systems or related field

• Experience managing and deploying cloud services in AWS

• 4+ years developing Frontend web applications with React or Typescript

• Experience working on high throughput messaging systems like Kafka.

• Proven experience in performance testing, capacity planning, and cost optimization for large-scale, complex data pipelines and systems. This includes identifying bottlenecks, ensuring scalability, and minimizing operational costs in cloud-based data environments.

• Contributor or owner of open source projects.

Tech Stack

• Our code is written in Ruby, TypeScript and React.

• Our servers live in AWS.

• Our services interface through Kafka, REST and GraphQL on top of Istio.

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

• Our services are deployed to Kubernetes using Docker.

What we offer

• What you will be doing will have a huge impact.

• Team of passionate and talented people who love what they do.

• Exciting projects, ability to implement your own ideas and improvements.

• Opportunity to learn and grow.

#LI-EA1

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