Description
Zendesk's people have one goal in mind: to make Customer Experience better. Our products help more than 145,000 global brands make their billions of customers happy, every day.
Our team is dedicated to providing a robust multimedia search experience for our customers across multiple channels, including help centers, RAG and AI Agents bots and CoPilot systems. In collaboration with ML engineers and scientists, we deliver high-quality AI products leveraging the latest tools and techniques, and serve them at a scale that most companies can only dream of. We're passionate about empowering end-users to find what they're looking for, and helping our customers get the most out of their knowledge base.
As an Engineering Manager, you will lead all aspects of a cross-functional team responsible for the end-to-end delivery of Zendesk's Retrieval platform. You will demonstrate your management expertise to steer the team while ensuring alignment with sound engineering practices. You will help ensure that search and ML-powered products built on your team's systems are deployed and maintained efficiently at scale, with suitable cost and measurable quality. You will also champion the effective use of the latest-generation AI-assisted tools as part of the team's day-to-day engineering practices.
You will work with Engineering, Product Management, ML Scientists, ML Engineers, Architects and other partners to ensure your team's roadmap is aligned with company strategy. You'll help the team deliver a reliable, scalable retrieval platform and ship architecturally sound software at a regular cadence.
Responsibilities
- Lead a team of experienced Engineers, offering direction and assistance at every stage of the lifecycle of the project.
- Collaborate with existing leadership to continually improve software delivery and service reliability.
- Maintain exceptional service levels on your team's products and services.
- Lead the recruitment of new team members and facilitate a speedy, engaged interview and onboarding process.
- Have quality 1:1s with your team members focusing on their performance, growth and well-being.
- Create a diverse and inclusive working environment where people can thrive.
Requirements
- Experience managing people across one or more teams, ideally working with large, distributed Internet-facing systems.
- Background in medium/large companies: understanding the interconnections between various teams and features is vital for success in this role.
- Phenomenal communication skills, both written and verbal.
- Refined prioritization skills: you are able to focus your and the team's 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.
Nice to Have
- Expertise in leading the delivery of ML-powered products or Retrieval systems to production.
Tech Stack
- Our codebase is primarily written in Ruby and Python.
- Data is stored in RDS MySQL, Redis, S3, Elasticsearch and Kafka.
- Our platform is built on AWS.
- Services are deployed to Kubernetes using Docker, with Kafka for stream processing.
- Infrastructure health is monitored using Datadog and Sentry.
Benefits
- Full ownership of the projects you work on.
- Exciting opportunity to work on Retrieval and RAG, a rapidly evolving field in AI and natural language processing.
- Ownership of product features at scale, making a significant impact for millions of end-users.
- A team of passionate people who love what they do.
- Exciting projects, with the ability to implement your own ideas and improvements.
- Opportunity to learn and grow.