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Staff Machine Learning Engineer


Zendesks 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 tools and infrastructure needed through all phases of the ML model life cycle. From exploration and design to production deployment and maintenance. We are here to support ML teams in helping Customer Experience teams to achieve their best, by intelligently solving repetitive work, so they can shift their focus to solving more sophisticated problems.

We are looking for a Staff Machine Learning Engineer to build the ML platform which provides robust infrastructure to transform models into products 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

  • Build software to move machine learning from experiment to production
  • Work closely with Data Science, ML Engineers and Product teams to build ML platform and to increase ML adoption across Zendesk
  • Actively contribute to discussions about technical designs and standards.
  • 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
  • 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.
  • Experience or knowledge of Infrastructure as Code tools (e.g. Terraform)
  • Experience building and deploying machine learning models. Strong understanding of end-to-end machine learning pipelines and components.
  • Familiarity with data engineering tools. E.g. Spark
  • Familiarity with AI/ML workflows and associated tooling. E.g. Sagemaker, ML Flow, Metaflow

Tech Stack

  • Our code is written in Python, Java, Scala and Go
  • Our servers live in AWS
  • Our team manages infrastructure using AWS CloudFormation, Terraform
  • Our data is stored in S3, RDS MySQL, Redis, ElasticSearch, and Aurora and streamed through Kafka
  • Our services are deployed to Kubernetes using Docker

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.

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. 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-ZENDUSR26568EXTERNALENUS_1474055996
Employment Type: Other