Senior Backend Engineer

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.

• 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.

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

• 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

We believe in putting people first, doing outstanding work, and continuously learning. We are musicians, parents, gamers, travelers, pet lovers, photographers, programmers, and more. We value working in a diverse and inclusive environment, the different perspectives this brings, and having our assumptions challenged, enabling us to grow and learn, together.

You’ll join us at an important part of our journey towards bringing our insights and analytics on AI Agents and Knowledge offering up to par with the best of the best and beyond.

We look forward to hearing how you can help us enable even better relationships between our customers and their customers.

Zendesk builds software for better customer relationships. It empowers organizations to improve customer engagement and better understand their customers. Zendesk products are easy to use and implement. They give organizations the flexibility to move quickly, focus on innovation, and scale with their growth. 

More than 100,000 paid customer accounts in over 150 countries and territories use Zendesk products.  Based  in  San  Francisco,  Zendesk  has operations  in  the  United  States,  Europe,  Asia,  Australia,  and  South  America.

Interested in knowing what we do in the community? Check out the Zendesk Neighbor Foundation to learn more about how we engage with, and provide support to, our local communities.  

Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster diversity & inclusion in the workplace. Individuals seeking employment 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, physical or mental disability, military or veteran status, or any other characteristic protected by applicable law.

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.

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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 determined by the hiring manager.

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.

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 [email protected] with your specific accommodation request.