Who we're looking for:
We are looking for an engineering leader who has experience running engineering teams, owning critical application-level functions, and partnering closely with other key members of the Product Development team. This person will lead Agent workspace software development teams for Zendesk’s Support product (and beyond).
What You’ll Be Doing
- Leading one or more engineering teams (and growing), implementing solutions for agent experience, support ticket UI, and associated frontend infrastructure infrastructure.
- Participating as an engineering leader in the larger Support Engineering organization.
- Hiring, developing, and mentoring engineers within Zendesk Support.
- Collaborating with Product Management on a shared vision and roadmap. You will be influencing product vision based on your familiarity with the agent workspace feature area.
- Ensuring we meet our reliability and stability commitments for the services you own, deliver, and operate.
- Participate in our regular planning process, along with providing updates to senior product and engineering leadership.
- In partnership with senior technical contributors, develop and deliver on the teams' technical roadmaps.
What You Bring To The Role
- Strong, inspirational leadership
- Empathy
- Ability to develop strong, inclusive relationships
- The ability and desire to work closely with engineering on deep, technical problems at scale
- A healthy amount of pragmatism and experience in delivering value to customers and the business
- A strong focus on data, measurable outcomes, and overall software quality
Required Experience
- A minimum of 10 years in software development
- Familiarity with frontend software development, & SaaS product.
- Working knowledge of frontend technologies such as JS/TS/React/Redux.
- 2+ years running team(s) and operating as an Engineering manager.
- Previous experience leading engineering teams with focus on operational excellence, partnering with business owners and product management, PMO, and other engineering organizations
- Sound understanding of web application development and agile development practices.
- Strong communication and collaboration with the ability to work cross-functionally and influence stakeholders globally
Preferred Requirements
- Leading other cross-discipline engineering functions such as Feature dev, DevOps, and Test.
- Experience defining and implementing SLIs/SLOs and error budgets
Our Tech Stack
- Javascript
- Typescript
- React
- Ember
- Java
- Ruby on Rails
At Zendesk, we believe that every great customer relationship stems from a conversation. So we built a customer service software company that designs solutions to foster better customer relationships. From large enterprises to startups, powerful, innovative customer experiences should be within reach for every company, no matter the size, industry or ambition. Zendesk serves more than 160,000 customers across a multitude of industries in over 30 languages. Zendesk is headquartered in San Francisco, and operates offices worldwide. Learn more at www.zendesk.com.We believe in service. Learn more about how we provide support to our local communities with volunteering, grants and product donations.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 benefits@zendesk.com with your specific accommodation request.By submitting your application, you agree that Zendesk may collect your personal data for recruiting, global organization planning, and related purposes. Zendesk's Candidate Privacy Notice explains what personal information Zendesk may process, where Zendesk may process your personal information, its purposes for processing your personal information, and the rights you can exercise over Zendesk’s use of your personal information.Please note that Zendesk can only hire candidates who are physically located and plan to work from Karnataka or Maharashtra. Please refer to the location posted on the requisition for where this role is based.
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.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.As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law.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.
