Join Zendesk and Shape the Future of Customer Experience
We are seeking a high-impact Staff Software Engineer to join our full-stack team in Pune a pivotal technical leader who will drive innovation and excellence at scale.
In this senior technical role, you will own the architecture and delivery of critical system components with full lifecycle accountability. You will wield your extensive experience and strategic insight to spearhead the smart integration of advanced AI technologies that elevate customer experience, streamline development workflows, boost product quality, and drive operational efficiencies ultimately accelerating time-to-market while reducing costs and engineering effort.
Your technical leadership will inspire and guide talented engineers, establishing rigorous engineering standards, championing best practices, and fostering a culture of technical excellence and innovation.
This is a hybrid position requiring your presence onsite in Pune at least three days a week, with relocation support available.
What You ll Own and Deliver:
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Architect, design, and engineer robust, scalable, and AI-powered solutions that solve complex, high-scale business challenges, creating measurable impact on customer satisfaction and business KPIs.
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Drive the end-to-end product lifecycle ownership from ideation through development, deployment, to continuous improvement while embedding AI capabilities that optimize performance, automation, and user relevance.
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Lead the adoption of AI/ML models, predictive analytics, and automation frameworks to enhance customer interactions and developer productivity across the product suite.
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Enforce and champion best practices in code quality, test automation, continuous integration, and scalable system design.
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Collaborate deeply with product managers, architects, data scientists, and business leaders to translate business needs into scalable technical solutions.
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Act as a technical visionary and mentor, fostering the growth of engineers through coaching, code reviews, and knowledge sharing to build a high-performing, AI-fluent engineering team.
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Continuously analyze engineering workflows and product features for opportunities to reduce cycle times, improve efficiency, optimize costs, and deliver superior customer value through AI innovations.
What You Bring to the Team:
Minimum Qualifications:
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Bachelor s or Master s degree in Computer Science or a related technical field, or equivalent professional experience.
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10+ years of software development experience with an established history of driving technical vision and delivering at scale in complex environments.
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Deep proficiency in Ruby on Rails and full-stack development, coupled with experience in modern frontend frameworks such as React and TypeScript.
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Strong foundation in distributed systems design, data architecture, scalable services, and event-driven platforms.
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Hands-on experience with relational databases (MySQL, Aurora), caching mechanisms (Redis), search technologies (ElasticSearch), and event streaming platforms (Kafka).
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Exceptional analytical and problem-solving acumen, with a results-oriented mindset.
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Proven ability to operate effectively in fast-paced, dynamic, and evolving technology landscapes.
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Excellent communication skills, capable of articulating complex technical concepts to diverse audiences.
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Passion for continuous learning and championing emerging development paradigms.
Preferred Qualifications:
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Demonstrated expertise in integrating AI technologies (such as LLMs, ML pipelines, NLP, or intelligent automation) into production-grade systems to improve business and engineering outcomes.
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Experience leading and adopting AI/ML models, predictive analytics, or automation frameworks in product development environments.
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Familiarity with AI tooling, frameworks, or APIs relevant to software product innovation.
Technology Stack
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Frontend: React (JS/TS), Ember.js
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Backend: RoR, Go services for specialized workloads
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APIs: RESTful services, GraphQL API gateway implemented in Java and Node.js
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Data Management: Zendesk Data Platform, Snowflake, MySQL, Aurora, Redis, ElasticSearch
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Event-driven Architecture: Kafka, AWS EventBridge
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Cloud Infrastructure: AWS, Docker, Kubernetes for container orchestration
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AI/ML/LLM Technologies: OpenAI, GH Copilot, Python, Huggingface,
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DevOps Automation: CI/CD pipelines with Jenkins and GitHub Actions, IaaC with Terraform
