Engineering Manager - Ticketing Systems
Engineering Manager - Ticketing Systems
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Job Description
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. Along with building new features for our customers we work with other development teams as they integrate and extend our systems. We also ensure our systems are secure reliable scalable and fast.
We are looking for an Engineering Manager to lead this team helping to shape the technical vision drive product innovation and ensure the platform is flexible reliable and performant for enterprise customers. 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.
What Youll Do
Lead & Inspire a WorldClass Engineering Team
Manage and mentor a team of 58 engineers fostering a culture of innovation growth and inclusion.
Guide your team through technical challenges balancing new feature development with system scalability and performance.
Participate in the technical vision for Ticketing ensuring it is extensible performant and reliable for enterprise customers.
Champion engineering excellence ensuring best practices in coding testing and observability.
Drive a highperformance culture where clarity ownership and impact are at the forefront.
Deliver Scalable & HighImpact Solutions
Oversee the design build and delivery of new features.
Work across the full stackfrom UI components to backend services
Optimize performance scalability and reliability ensuring our customers solutions perform at peak efficiency.
Collaborate closely with Product Managers Designers and other Engineering teams to align on strategy and .
Take ownership of key initiatives ensuring smooth rollouts enterprisegrade reliability and continuous iteration.
Drive Technical & Organizational Growth
Help define and evolve our technical roadmap balancing shortterm improvements with longterm scalability.
Introduce innovative approaches to problemsolving exploring new technologies where appropriate.
Improve agile processes ensuring a healthy balance between speed and sustainability.
Foster an environment where team members feel supported challenged and motivated to do their best work.
What Were Looking For
Location
You must be able to attend our Krakw Poland office for part of the week. See below for our hybrid policy.
Leadership & People Skills
Proven experience leading and mentoring engineers 2 years as an Engineering Manager).
Strong coaching and career development abilities helping engineers grow professionally.
Ability to influence without authority and drive alignment across multiple teams.
Exceptional communication skills ensuring clear expectations and alignment.
Comfortable leading a distributed global team and working asynchronously when needed.
Technical Expertise
5 years of software engineering experience in highimpact environments
Strong backend experience with Ruby on Rails and frontend experience with React Typescript Apollo and GraphQL.
5 years Experience scaling complex enterprise SaaS platforms particularly in ticketing automation / platform
Experience securing enterprise systems from a roles and permissions perspective
Ability to identify and resolve performance bottlenecks in hightraffic applications.
Experience with observability and logging tools such as DataDog.
Bonus Points
Experience working on Customer and Employeeservice systems.
Experience modernizing legacy systems while maintaining business continuity.
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
The Poland annualized base salary range for this position is z297000.00z445000.00. Please note that while the salary range represents the minimum and maximum base salary rate for this position the actual compensation offered will be based on job related capabilities applicable experience and other relevant factors. This position may also be eligible for bonus benefits or related incentives that will be communicated during the offer stage.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.
Required Experience:
Manager
Employment Type
Full-Time
