Senior Software Engineer

Zendesk is seeking an innovative and motivated Senior Software Engineer to join our growing Engineering & Integration Shared Services team. This role is essential for driving productivity and efficiency across the organization by leveraging cutting-edge tools and processes to address technical business challenges. As part of this team, you will develop software solutions using a variety of best-in-class tools and platforms, integrate data across SaaS systems, and enhance the employee and customer experience with Zendesk products.

Responsibilities:

• Development & Implementation: Design, develop, document, test, and deploy standardized solutions using integration, automation, and middleware tools. Integrate Zendesk products, third-party SaaS systems, and data platforms using appropriate tools and methodologies. 
• Testing & Quality Assurance: Develop and facilitate Unit Tests, conduct System Integration Testing, and support User Acceptance Testing (UAT) to validate solutions before deployment. Maintain high-quality standards throughout development.
• Backlog Refinement, Sprint Planning & Daily Stand-ups: Participate in backlog grooming and sprint planning to prioritize requirements, define tasks, and call out potential issues. Join daily stand-ups to share progress, discuss challenges, and collaborate with the team within a 2-week Agile Scrum sprint.
• AI and Innovation: Explore and implement next-generation solutions leveraging AI and machine learning to enhance productivity and efficiency across Zendesk. Collaborate with business teams to identify automation, intelligent workflows, and integration opportunities that drive innovation.]
• Collaboration & Communication: Work closely with technical developers, IT application owners, solution architects and business system analysts to deliver high-quality solutions. Communicate technical designs, and status updates effectively.
• Retrospectives & Continuous Improvement: Contribute to sprint retrospectives to evaluate performance and identify process improvements.
• Production Readiness and Support: Oversee code deployment, provide hyper-care support, troubleshoot production issues, fix bugs, establish root cause analysis (RCA) for reported issues, liaise with software providers for any product issues, and ensure service tickets are resolved to closure.

Qualifications:

• Experience: 5+ years in integration or systems engineering , with at least 5 years using enterprise-grade cloud integration platforms, and proficiency with common API patterns and protocols.
• Cloud Technologies: Fluency with AWS cloud system architecture, with focus on  serverless compute technologies, including AWS Lambda, Step Functions, EventBridge, SAM, API Gateway, SNS, SQS, Serverless Framework (or comparable experience with Microsoft Azure Cloud Platform or Google Cloud Platform).
• Programming Languages: Proficiency in backend OOP language (Python, node.Js preferred) and patterns fluency with Git/GitHub or commensurate version management systems.
• SaaS Integration: Expertise in integrating CRM and financial SaaS applications such as Salesforce, Zuora, NetSuite, Workday and Coupa.
• Agile Methodologies: Proficient in Agile Scrum methodologies, with experience using Jira and Confluence.
• Custom Solutions Development: Proven ability to design, document, test, and deploy custom solutions utilizing iPaaS and low-code/no-code tools.
• Data Management: Familiarity with ETL/ELT processes and experience with databases like DynamoDB, Snowflake, BigQuery, and SQL.
• Education: BA/BS in IT, Computer Science, or a related field, or BS in a hard science and relevant industry experience; fluent in English.

Preferred skills:

• Programming Skills: Proficiency in programming languages such as Node.js, Python, or Java, and scripting languages like Bash.
• Low-code/No-code: Experience using iPaaS/declarative platforms such as Workato, Boomi, or Mulesoft, and experience with tools for ETL and reverse ETL (e.g. Hightouch, Fivetran, Census, etc.)
• CI/CD Knowledge: Experience with CI/CD tools (e.g., GitHub Actions, Travis CI, Jenkins) for continuous integration and deployment.
• Governance & Compliance: Understanding of governance, security, data compliance, and privacy standards.
• Change Management: Proven ability to champion change management and drive the adoption of new processes and technologies.
• Observability Tools: Familiarity with observability and logging tools (e.g., Datadog, Splunk).
• Data Orchestration: Knowledge of orchestration and data transformation tools like Apache Airflow (DAG), Astronomer, Fivetran, Adobe Experience Platform, and dbt.
• Data Science and Analytics: Experience with curated datasets, data catalog tools, and effective data classification and tagging.
• AI Insight: Knowledge of automation using AI, machine learning (ML), and natural language processing (NLP).

About Zendesk

Zendesk builds software for better customer relationships. It empowers organizations to improve customer engagement and better understand their customers. Zendesk products are easy to use and implement. They give organizations the flexibility to move quickly, focus on innovation, and scale with their growth. 

More than 100,000 paid customer accounts in over 150 countries and territories use Zendesk products.  Based  in  San  Francisco,  Zendesk  has operations  in  the  United  States,  Europe,  Asia,  Australia,  and  South  America.

Interested in knowing what we do in the community? Check out the Zendesk Neighbor Foundation to learn more about how we engage with, and provide support to, our local communities.  

Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster diversity & inclusion in the workplace. Individuals seeking employment 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, physical or mental disability, military or veteran status, or any other characteristic protected by applicable law.

By submitting your application, you agree that Zendesk may collect your personal data for recruiting, global organization planning, and related purposes.  Zendesk's Candidate Privacy Notice explains what personal information Zendesk may process, where Zendesk may process your personal information, its purposes for processing your personal information, and the rights you can exercise over Zendesk’s use of your personal information.