Engineering Manager - Agent Workspace
Engineering Manager - Agent Workspace
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Job Description
Job Description
Who were looking for
We are looking for an engineering leader who has experience running engineering teams owning critical applicationlevel functions and partnering closely with other key members of the Product Development team. This person will lead Agent workspace software development teams for Zendesks Support product (and beyond).
What youll be doing:
Leading one or more engineering teams (and growing) implementing solutions for agent experience support ticket UI and associated frontend infrastructure infrastructure.
Participating as an engineering leader in the larger Support Engineering organization.
Hiring developing and mentoring engineers within Zendesk Support.
Collaborating with Product Management on a shared vision and roadmap. You will be influencing product vision based on your familiarity with the agent workspace feature area.
Ensuring we meet our reliability and stability commitments for the services you own deliver and operate.
Participate in our regular planning process along with providing updates to senior product and engineering leadership.
In partnership with senior technical contributors develop and deliver on the teams technical roadmaps.
What you bring to the role:
Strong inspirational leadership
Empathy
Ability to develop strong inclusive relationships
The ability and desire to work closely with engineering on deep technical problems at scale
A healthy amount of pragmatism and experience in delivering value to customers and the business
A strong focus on data measurable outcomes and overall software quality
Required experience:
A minimum of 10 years in software development.
2 years running team(s) and operating as an Engineering manager.
Previous experience leading engineering teams with focus on operational excellence partnering with business owners and product management PMO and other engineering organizations
Sound understanding of web application development and agile development practices.
Strong communication and collaboration with the ability to work crossfunctionally and influence stakeholders globally
Preferred requirements:
Familiarity with frontend software development & SaaS product.
Working knowledge of frontend technologies such as JS/TS/React/Redux.
Leading other crossdiscipline engineering functions such as Feature dev DevOps and Test.
Experience defining and implementing SLIs/SLOs and error budgets
Tech Stack:
Javascript
Typescript
React
Ember
Java
Ruby on Rails
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 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
