Job Description

Staff Software Engineer (Full-stack) – Admin Experience Location: Pune, India

• Hybrid | Full-Time

Join Zendesk and help shape the next-generation Admin Experience. Our mission is to empower admins to work smarter and more efficiently by modernizing the admin home, delivering a high-performance platform, and infusing AI-driven capabilities that elevate productivity. You’ll also play a key role in enabling internal teams to ship their products seamlessly through a stable, scalable, and extensible foundation.

We’re looking for a Staff Software Engineer to be the technical leader for this team. In this role, you’ll define and drive the architecture, execution strategy, and long-term technical roadmap for the entire admin experience platform. You’ll lead the development of a feature-rich system that helps company admins onboard, adopt, and manage Zendesk products with ease, while also empowering internal teams to integrate their solutions efficiently. You’ll spearhead the creation of our Admin Copilot, bringing AI-powered insights and automation to everyday admin workflows.

If you’re passionate about building meaningful experiences, driving platform excellence, and creating extensible systems that serve both customers and internal teams, we’d love to have you on this journey.

What You’ll Do

Drive Engineering Excellence & Innovation

• Independently drive the system design, development, testing, and deployment of high-quality, efficient software solutions.

• Work across multiple core development teams and disciplines to architect reliable, secure, performant, extensible, and scalable solutions for enterprise customers.

• Make high-impact technical decisions and effectively communicate rationale to engineering teams and stakeholders.

• Ensure code quality, maintainability, and scalability, adhering to best practices and industry standards.

• Contribute to the evolution of Zendesk’s architecture, helping to modernize our custom data platform while improving extensibility and performance.

• Develop and integrate event-driven architectures, ensuring real-time service execution tracking, automation processing, and rule-based workflow execution.

Collaborate & Deliver High-Impact Solutions

• Work closely with Product Managers, Designers, and Engineering Leaders to drive the execution of the technical strategy.

• Proactively identify and mitigate potential issues in development, testing, or delivery stages.

• Participate in application improvement discussions, project initiatives, and feature design to drive continuous enhancements.

• Build reusable components and code that improve development efficiency and consistency.

• Participate in code reviews, providing constructive feedback to maintain high engineering standards.

• Own end-to-end delivery, ensuring features are shipped with high quality, reliability, and performance.

Mentor, Guide, and Strengthen the Team

• Mentor, pair with, and provide deep technical guidance to senior and principal engineers to foster continuous learning and growth.

• Promote a learning culture within the team, ensuring equal opportunities for skill development.

• Conduct research and introduce best practices to enhance team efficiency and innovation.

• Participate in on-call rotations after an initial training period, ensuring system reliability and uptime.

• Lead common agile development ceremonies, contributing to process improvements.

• Show strategic forward-thinking and provide technical leadership to drive near-to-mid-term platform success (1-2 years).

What We’re Looking For

Required Qualifications

• 12+ years of experience in full-stack software engineering, with expertise in building enterprise-scale SaaS or large web applications

• 10+ years of experience working with JavaScript and TypeScript, as well as frameworks like React and Redux.

• Strong backend expertise in Ruby on Rails or similar object oriented backend languages, with experience designing high-scale API-driven service management architectures.

• Experience of Integrating and optimizing Large Language Model (LLM)–based features, enabling intelligent workflows and automation along with prompt engineering knowledge

• Experience with testing libraries such as Cypress, Jest, and React Testing Library.

• Deep experience working with REST APIs, designing and implementing scalable data layers.

• Proven ability to own, drive, and deliver complex, large-scale enterprise software solutions.

• Strong experience with version control tools, CI/CD pipelines, and modern development workflows.

• Experience leading and mentoring teams of engineers while collaborating closely with Design, Product, and Engineering counterparts.

• Expertise in multi-tenant SaaS architecture, ensuring backend scalability, data integrity, and structured service workflow extensibility.

• Ability to operate autonomously and drive projects forward with minimal oversight.

• Excellent problem-solving, critical thinking, and collaboration skills.

• Strong verbal, written, and interpersonal communication skills in English.

Tech Stack You’ll Work With

• Backend: Ruby, Ruby on Rails, MySQL

• Frontend: JavaScript, TypeScript, React, Redux, GraphQL

• DevOps & Monitoring: Data Dog, CI/CD tools

• Cloud & Infrastructure: AWS, Kubernetes (nice-to-have)

Why You Should Apply

• Make a real impact: Your work will power thousands of businesses and millions of customer interactions worldwide.

• Work with a top-tier engineering team, solving complex problems at a global scale.

• Work on impactful projects: Help organizations model, automate, and streamline their internal service offerings.

• Grow your career: We invest in leadership development, mentorship, and learning opportunities.

• Enjoy flexibility: Hybrid-friendly culture with strong work-life balance.

Please note that Zendesk can only hire candidates who are physically located and plan to work from Karnataka or Maharashtra. Please refer to the location posted on the requisition for where this role is based.

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.

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.