Machine Learning Engineer II

Job Description

At Zendesk, our focus is helping our customers build great relationships with their customers. Founded by three Danish entrepreneurs, Zendesk has experienced remarkable success and growth while maintaining a fun, positive, and down-to-earth culture.

We are looking for a Machine Learning Engineer to join our Machine Learning team. You will be delivering AI/ML powered features for our customers at Zendesk scale.

What you willl be doing

• Work closely with ML Scientists and Senior Engineers to help bring ML-powered features into production

• Participate in discussions about technical design and contribute ideas

• Assist in building tools to support model experimentation and model management

• Collaborate with DevOps, feature teams, platform teams, and product

• Support initiatives around improving the scalability and robustness of our platforms

• Help design, prototype, and refine scalable infrastructure

What you bring to the role

Required

• Proficient in at least one of Python or Ruby

• At least 1 year of experience in building, scaling, or operating applications, with an eagerness to develop your skills further

• Familiarity with RESTful API, Kafka, Docker, Kubernetes, and cloud environments like AWS or GCP

• Ability to work through ambiguity with guidance from others, and adapt to changing priorities

• Deep respect for team collaboration and openness to learning from others

• Interest in building solutions utilizing AI/ML

Preferred

• Experience with either Airflow or Metaflow

• Experience with recent tooling around LLM evaluation and monitoring

• Familiar with one of the machine learning libraries such as Pytorch

• Experience with either SQL or DBT

Tech Stack

• Our code is written in Python and Ruby

• Our servers live in AWS

• Our local machine learning models rely on Pytorch

• Our ML pipelines use Airflow and Metaflow

• Our data is stored in S3, RDS MySQL and Snowflake

• Our services and models are deployed to Kubernetes using Docker

• Heavy usage of LLM technology from multiple providers

Our services and models are deployed to Kubernetes using Docker

About Zendesk

Zendesk builds software for better customer relationships. It empowers organizations to improve customer engagement and better understand their customers. Zendesk products are easy to use and implement. They give organizations the flexibility to move quickly, focus on innovation, and scale with their growth. 

More than 100,000 paid customer accounts in over 150 countries and territories use Zendesk products.  Based  in  San  Francisco,  Zendesk  has operations  in  the  United  States,  Europe,  Asia,  Australia,  and  South  America.

Interested in knowing what we do in the community? Check out the Zendesk Neighbor Foundation to learn more about how we engage with, and provide support to, our local communities.  

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, color, 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 organization 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.

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 [email protected] with your specific accommodation request.