Senior Software Engineer

Job Description

Zendesk is seeking to hire a versatile Frontend Senior Software Engineer to join our small but growing team owning our Zendesk built apps on our own App Marketplace. In this pivotal role, you will extend and develop applications that enhance the core product and deliver exceptional service to thousands of users daily.

Our ideal candidate is someone who is adaptable in working efficiently and consistently across a variety of code bases, striving for best practices and passionate about creating impactful experiences.

This is a hybrid role, combining remote and on-site work, requiring 3 days in the office, and relocation to Pune.

What you'll be doing

• 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.

What you bring to the role

• 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.
• 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's Product Development Center of Excellence in Pune

Zendesk is in the exciting early stages of establishing a Product Development Center of Excellence in Pune. This center is being developed through a BOT (Build-Operate-Transfer) model, allowing us to gradually build and scale our operations with a current mix of BOT workers and full-time employees (FTEs). Our vision is to create a vibrant, innovative hub where all team members will eventually transition into FTE roles.

As an early hire, you will have a unique opportunity to be a pivotal part of this journey. You'll play a key role in shaping the culture, processes, and success of our Pune site, contributing directly to the growth and maturity of our Product Development Center of Excellence. Your expertise and insights will help lay the foundation for a world-class development center, influencing the way we build and deliver products at Zendesk.

EEO Statement

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, colour, 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 organisation 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.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

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.

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.