3 days ago
Lisbon, PortugalStaff+
Responsibilities
- Drive the technical vision and architecture for the Admin Copilot Conversational backend, including LLM orchestration, intent detection, context retrieval, and tool execution.
- Own complex cross-cutting features from technical design through implementation, release, and production operation.
- Set engineering standards, make architecture decisions, and ensure reliable and scalable systems.
- Collaborate with ML Scientists, Product Management, Design, and partner engineering teams on the product roadmap.
- Influence technical direction across the Copilot organization and adjacent teams.
- Design and improve evaluation frameworks, guardrails, and safety mechanisms for production LLM features.
- Mentor engineers through technical guidance, code review, and pairing.
- Identify and address technical risks, performance bottlenecks, and reliability gaps.
Requirements
- 8+ years of software engineering experience with demonstrated technical leadership in backend systems.
- Strong experience designing and building distributed systems at scale, including APIs, service architectures, and data pipelines.
- Production experience integrating LLMs through orchestration, prompt engineering, evaluation, guardrails, or multi-provider systems.
- Fluency in at least one backend language such as Ruby, Python, or Go, with working proficiency across multiple languages.
- Deep understanding of AWS, Docker, Kubernetes, and CI/CD practices.
- Experience driving technical direction through architecture decisions, technical roadmaps, and cross-team alignment.
- Preferred experience with conversational AI or chat systems, ML infrastructure, model serving, inference pipelines, or evaluation frameworks.
- Preferred familiarity with Metaflow, MLflow, event-driven architectures such as Kafka, SQL, Snowflake, and dbt.
- Preferred experience mentoring or technically leading a team of three or more engineers.
Benefits
- Hybrid work arrangement with in-person collaboration at Zendesk offices and flexibility to work remotely part of the week.
Tech Stack
Categories
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.