Job Description

At Zendesk, our focus is helping our customers build great relationships with their customers. Founded by three Danish entrepreneurs, Zendesk has experienced remarkable success and growth while maintaining a fun, positive, and down-to-earth culture.

We are looking for a Machine Learning Engineering Manager to join our AI Copilot team. You will be delivering AI/ML powered features for our customers at Zendesk scale.

What you’ll be doing

• Lead a team of experienced Machine Learning Engineers and Scientists, offering direction and assistance at every stage of the lifecycle of an ML project.

• Collaborate with existing ML/AI leadership to continually improve software delivery and service reliability.

• Lead the recruitment of new team members and facilitate a speedy, engaged interview process.

• Create a diverse and inclusive working environment where people can thrive.

• Be an active contributor to your team’s continuous improvement and its members’ career development.

What you bring to the role

Required

• Experience managing people across one or more teams, ideally working with large, distributed Internet-facing systems.

• Proven expertise in leading the delivery of machine learning projects to production.

• Phenomenal communication skills, both written and verbal.

• Refined prioritization skills, you are able to focus your time and energy where it’ll have the most impact.

• A dedication to continual self-development.

• Collaborative, upbeat work ethic where you can take ownership and have fun.

Preferred

• Previous experience delivering ML products, or in ML operations (MLOps)

• Experience with recent tooling around LLM evaluation and monitoring

• Experience with either SQL or DBT

Tech Stack

• Our code is written in Python and Ruby

• Our servers live in AWS

• Our local machine learning models rely on Pytorch

• Our ML pipelines use Airflow and Metaflow

• Our data is stored in S3, RDS My

SQL and Snowflake:

• Our services and models are deployed to Kubernetes using Docker

• Heavy usage of LLM technology from multiple providers

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.

As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law.

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 peopleandplaces@zendesk.com with your specific accommodation request.