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Senior / Staff Machine Learning Engineer


Zendesk's people have one goal in mind: to make Customer Experience better. Our products help more than 125,000 global brands (AirBnb, Uber, JetBrains, Slack, among others) make their billions of customers happy, every day.

Our team is responsible for developing intelligent products that make agents more productive by automating manual work. From exploration and design to production deployment and maintenance. We are here to maximize agent productivity through tools and experiences that enable agents to easily accomplish their tasks so that they can provide better, faster customer support.

We are looking for a Staff Software Engineer to develop high-quality ML and AI products in collaboration with our ML Scientists and other ML engineers for our 145,000+ customers. The ideal candidate will have experience as a software engineer or MLOps engineer, a desire to work in ML/AI domain and a deep interest in developing complex systems and automating the simple ones.

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What youll be doing

  • Write clean and maintainable code to support the teams delivery commitments
  • Build software to move machine learning from experiment to production
  • Work closely with ML Engineers, Data Science and Product teams to build ML-powered features and to increase ML adoption across Zendesk
  • Actively contribute to discussions about technical designs and standards
  • Investigate and resolve production issues
  • Champion initiatives to improve the scalability and robustness of our platforms
  • Design, prototype, and refine scalable infrastructure
  • Build really cool products with a great team

What you bring to the role

Basic Qualifications:

  • At least 6 years building scalable and stable software applications
  • Proficiency in at least one of our core languages: Python (preferably) or Java or Ruby
  • Experience with AWS infrastructure
  • Experience or knowledge of Docker and Kubernetes
  • A self-managed and dedicated approach with the ability to work independently.
  • Strong problem-solving capabilities as well as the flexibility (of working style) to deal with changing and conflicting priorities
  • Willingness to mentor junior team members, as well as to learn and improve
  • Interest or experience in Machine Learning technology is a plus

Tech Stack

  • Our code is written mostly in Python (some services use Java or Ruby)
  • Our servers live in AWS
  • Our data is stored in S3, RDS MySQL, Redis, ElasticSearch, and Aurora and streamed through Kafka
  • Our services are deployed to Kubernetes using Docker
  • Our machine learning models rely on PyTorch and Tensorflow
  • Our ML pipelines use AWS Batch and EMR

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.

The Poland annualized base salary range for this position is zł361,000.00-zł541,000.00. Please note that while the salary range represents the minimum and maximum base salary rate for this position, the actual compensation offered will be based on job related capabilities, applicable experience, and other relevant factors. This position may also be eligible for bonus, benefits, or related incentives that will be communicated during the offer stage.

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. We advocate for digital first customer experiences-and we stick with it in our workplace. Over 5,000 employees worldwide are collaborating from kitchen tables, home offices, coworking spaces, and Zendesk workspaces to make one team.

Zendesk is an equal opportunity employer, and were 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 with your specific accommodation request.

Job ID: Zendesk-ZENDUSR24981EXTERNALENUS_29553776
Employment Type: Other