Job Description

Zendesks Ticketing systems lie at the heart of all Zendesk products. This is a fullstack team responsible for making sure admins agents and endusers alike are capable of communicating easily and safely through Zendesks ticketing process.

We are seeking a skilled Staff Backend Engineer with Ruby to join our growing team in Krakow. The platform you will be working on is used daily by tens of thousands of customer support agents including internal teams at Zendesk. As a software engineer on the team you will work closely with the design team other front and back end developers and your product manager to ensure that projects are delivered on time with high quality. Youll keep an eye out for user issues and security vulnerabilities all while building exciting new features. Youll help ensure the platform is flexible reliable and performant for enterprise customers. Youll be part of a team built on foundations of high ownership trust and psychological safety. If you are passionate about building largescale customer and employeeservice platforms leading teams and solving complex architectural challenges wed love to hear from you.

Why Zendesk

At Zendesk we believe that great products start with great people. Our culture thrives on collaboration highquality work and rapid iteration. Were learningfocused and value pragmatic decisionmaking over rigid processes. If you love leading teams that ship impactful features foster innovation and work on complex technical challenges at a global scale this is the perfect opportunity.

Location

• You must be able to attend our Krakw Poland office for part of the week. See below for our hybrid policy.

What Youll Be Doing

• Make a complex ticketing system easy to understand and customizable to serve a multitude of customer needs.

• Deliver enterprise grade software and experience some of the challenges presented working at a global scale working on both existing and new product features.

• Champion code ownership standard methodologies high quality code with corresponding test coverage to ensure reliability and stability are kept frontofmind.

• Participate in and/or lead all phases of the software lifecycle including discovery technical design defining scope with Product Managers prototyping implementing code review testing rollout and maintaining performance of critical features of Zendesk.

• Lead mentor and teach colleagues at various career levels imparting advanced insights and promoting a culture of continuous improvement

• Troubleshoot and debug issues as they arise

What youll bring to the role

Please note although this role is primarily fullstack we will consider engineers who have a bias toward backend or frontend engineering within the listed skillsets.

Required Qualifications:

• 8 years of professional experience designing developing testing and delivering resilient productionready solutions focusing on ticketing automation / platform

• At least 4 years of experience with Ruby/RoR and/or React with Redux Typescript GraphQl/Apollo.

• Strong understanding of distributed computing principles data architecture and scalable system design.

• Autonomy to lead a project through its while also knowing when to ask for help

• Ability to mentor and lead engineers contributing to an enjoyable work environment that promotes teamwork

• You believe building phenomenal software is a team effort and enjoy learning together through pairing code reviews tech talks etc

• Pragmatic approach to deliver outcomes often and early

• Comfortable taking ownership of all phases of software engineering: design development testing deployment and operational issues.

Preferred Qualifications:

• BS/MS in Computer Science or related majors or equivalent experience.

• Experience working on Customer and Employeeservice systems.

• Experience scaling and modernizing legacy systems while maintaining business continuity.

• Experience with eventdriven distributed architecture using Kafka

• Ability to identify and resolve performance bottlenecks in hightraffic applications.

• Experience with observability and logging tools such as DataDog

• Excellent verbal written and interpersonal communication skills.

• Selfmotivated with a strong propensity for action results and continuous improvement

• Ability to thrive in highenergy fast paced rapidly changing environments

What youll get in return

• Chance to grow by working with challenging problems and driving complex software projects

• Team of passionate people who enjoy what they do and are always willing to help

• We care about our employees. Zendesk encourages a high level of flexibility to adjust the workday to your needs and circumstances. Competitive salary and comprehensive benefits package.

Tech Stack Youll Work With

• Backend: Ruby Ruby on Rails MySQL DynamoDB

• Frontend: JavaScript TypeScript React Redux Apollo GraphQL and a little bit of Ember.js

• DevOps & Monitoring: DataDog CI/CD tools

• Cloud & Infrastructure: AWS Kubernetes (nicetohave)

Why You Should Apply

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

• Work with a toptier engineering team. We solve complex problems at a global scale.

• Lead a critical initiative. Drive the modernization of Zendesks platform.

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

• Enjoy flexibility. Hybridfriendly culture with strong worklife balance.

#LIEA1

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 inoffice 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 were 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 preemployment testing or otherwise participate in the employee selection process please send an email to with your specific accommodation request.