The people at Zendesk have one aim: to improve Customer Experience. Our products assist over 125,000 global brands (such as AirBnb, Uber, JetBrains, Slack, and others) in delighting their billions of customers on a daily basis.

We are seeking a Senior Engineer to join our Machine Learning team. You will be tasked with developing Intelligent Triage features that streamline customer workflows through AI models. We are looking for someone who thrives on high levels of autonomy within a provided context and displays initiative. Collaborating effectively with colleagues across product, science, security, and other departments is crucial to this role.

What you'll be doing

• Delivering AI-powered features to our customers at a Zendesk scale

• Collaborating closely with data scientists and product managers to delineate feature scopes and design implementation strategies.

• Cooperating with scientists to automate ML processes, put new models into production, and enhance prediction strategies.

• Automating the CI/CD pipelines for crucial AI-powered services.

• Actively participating in the evolution of workflows and processes in collaboration with team members.

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

• Willingness to mentor junior team members and pair with more experienced colleagues to foster mutual learning.

Qualifications

Basic Qualifications:

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

• Proficiency in any server-side programming language and corresponding testing frameworks (Python, Java, Scala, Golang, Ruby).

• Understanding of architecture and software design patterns for server-side domains.

• Fundamental knowledge of Machine Learning engineering or willingness to learn.

• Collaborative and growth mindset with a willingness to share knowledge.

Preferred Qualifications:

• Experience managing and deploying cloud services in AWS

• 2+ years of work experience in data/machine learning engineering

• 5+ years of experience developing server-side applications, ideally in Python

• Experience with Machine Learning pipeline automation tools

Tech Stack (for information)

• ML pipeline: Metaflow, AWS SageMaker, AWS Batch

• ML models: PyTorch, TensorFlow, MLFlow

• Storage: RDS MySQL, Redis, S3

• Streams and queues: Kafka, Amazon MQ

• Service deployment: Kubernetes, Spinnaker

• Logging and monitoring: Datadog, Sentry

Where We Work

We are expanding our teams quickly in Lisbon, Portugal, and Krakow, Poland. We have exciting next-generation ML products that are already being used by customers in the banking and finance sector, online and offline retailers, and even national postal services. You will be part of a driven team, passionate about delivering the best user experience using cutting-edge and innovative ML technology.