Job Description

About us

At Zendesk, we create a service-first CRM company that builds powerful, customizable software designed to improve customer relations. We are growing our software engineering presence across multiple products and are looking for an Engineer Manager to join us on this journey. You will have the opportunity to work in a dynamic, fast-paced, and innovative environment that values collaboration, personal growth, and high-quality code.

Job Description

Zendesk is looking for a motivated Engineering Manager to join our team.

Zendesk’s people have one goal in mind: to make Customer Experience better. Our products help more than 125,000 global brands (AirBnb, Uber, JetBrains, Slack, among others) make their billions of customers happy, every day.

As an Engineering Manager, you will be responsible for expanding and leading a distributed team of cross-functional engineers, fostering healthy relationships, collaboration and engagement, while overseeing the development and deployment of our WFM capabilities. Your role will also involve mentoring and coaching team members, conducting performance evaluations, and finding opportunities for process improvements and innovation. Ultimately, your goal will be to ensure that your team delivers high-quality, scalable, and efficient machine learning systems that drive business success.

What you'll be doing?

Lead the recruitment and staffing efforts by partnering with the recruitment team.
You will have regular, open, action-orientated 1:1s with your reports and set goals that will bring them to the next level and further their careers.
Manage a team of cross-functional to design, develop, and deploy the next generation of WFM solutions.
Collaborate with other engineering teams and other functional areas, including product management and customer-facing teams, to understand business requirements and translate them into technical solutions.
Manage and prioritize the team’s work to ensure timely delivery of high-quality solutions that meet business requirements.
Contribute to discussions on the technical roadmap by advocating for scalability, reliability, and efficiency for the team
Develop and maintain in the team best practices for software development, testing, deployment and monitoring to ensure high reliability, scalability, and maintainability.
Mentor and coach team members to develop their skills and capabilities in software engineering and leadership.
Provide technical advice and mediates technical decisions with broader impact in the engineering department.
Understand how other departments work, and act as an enabler in the integration between the engineering team and outside teams, aligning objectives and achieving common goals.

What will you bring to the team?

Experience in leading engineering teams to deliver technically exciting projects.
Solid experience as an engineer building and deploying services at scale.
Experience or desire in building a team, managing its morale, developing hiring strategies and the career aspiration of the members.
Ability to lead the discovery of solutions, leveraging the expertise of the team members and peers to look for the optimal path.
Experience working with the team to distill complex/vague problems into a set of actionable steps.
The energy and drive to move discussions/projects forward, exhibiting a balanced appetite for risks and the courage to make decisions.
Good communication and interpersonal skills, being able to collaborate effectively with cross-functional teams.
Good technical skills appropriate with the level of the role.
Track record of coaching/mentoring individual contributors, as well as crafting a culture and team valuing diversity and inclusion.
Familiarity with Agile methodologies and software development practices.

What will you get from us?

Ownership of the product features implementation you work on
What you will be doing will have a huge impact
Team of passionate people who love what they do!
Exciting features, ability to implement your own ideas and improvements
Opportunity to learn and grow!

...and everything you need to be effective and maintain work-life balance

Flexible working hours
Comfortable office and a remote setup
Internet and Phone bill allowance
Premium Medical Insurance as well as Private Life Assurance

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.

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. We advocate for digital first customer experiences—and we stick with it in our workplace. Over 5,000 employees worldwide are collaborating from kitchen tables, home offices, coworking spaces, and Zendesk workspaces to make one team.

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 peopleandplaces@zendesk.com with your specific accommodation request.

Engineering Manager, WFM