1 day ago
Base Salary
$145k - $217k/yr
Responsibilities
- Design, build, and maintain platform connectors using extraction, transformation, and loading workflows across third-party systems.
- Extend the Discover insights engine for topic clustering, knowledge-gap detection, deflection analysis, and automation recommendations.
- Build and operate resilient pipelines using webhooks, incremental synchronization, reindexing, metrics aggregation, and worker queues.
- Design and optimize full-text, vector, and hybrid search indices and aggregation pipelines at scale.
- Solve distributed-systems challenges involving multi-tenant isolation, webhook security, synchronization correctness, and fault-tolerant processing.
- Collaborate with product, ML, design, data science, and customer-facing teams to deliver reliable and explainable customer-facing metrics and recommendations.
Requirements
- 3+ years of professional backend engineering experience, ideally in B2B SaaS.
- Proficiency in Python and backend frameworks, especially FastAPI.
- Production experience with MongoDB, Elasticsearch or OpenSearch, and Redis.
- Experience designing and operating distributed job processing with RQ, Celery, or similar tools.
- Strong experience building data pipelines or integration platforms with attention to correctness and observability.
- Practical knowledge of search and analytics infrastructure supporting RAG and retrieval features.
- Preferred: experience with Dagster, Airflow, and S3-based storage patterns.
- Preferred: familiarity with NLP pipelines, embeddings, or production RAG systems.
- Preferred: experience with multi-tenant SaaS system design, HMAC/OAuth webhook security, and analytics engines that translate metrics into product recommendations.
Benefits
- Hybrid work model with purposeful in-person collaboration at Zendesk offices and remote flexibility for part of the week.
- Position may be eligible for bonus, benefits, or related incentives in addition to base salary.
About Zendesk
Zendesk builds a cloud-based customer service and contact center platform that unifies ticketing, messaging, voice, knowledge base, and AI-driven automation for businesses. It sells SaaS subscriptions and add-ons to companies across industries; founded in 2007 and headquartered in San Francisco, Zendesk is privately held under Hellman & Friedman after being taken private, and supports omnichannel CX and employee service workflows.