Job Description

Join our team at Zendesk QA (formerly Klaus) to develop cutting-edge customer service quality assurance solutions! We are seeking forward-thinking experts who are looking to build AI-driven tools that reshape the way teams review and analyze their customer interactions. Your skills and contribution can ensure our platform aids our customers in providing consistent, high-quality customer support, reducing churn and boosting customer satisfaction. Your expertise can help us change the game in how companies manage and improve their customer service operations. The ideal candidate will have a proven track record of managing engineering teams, driving innovation, and delivering scalable ML solutions that align with business objectives

Our quickly expanding, international team has embraced the innovative mindset from day one. We are looking to expand our ML team and seeking candidates for a hybrid role based in Estonia.

What you'll be doing

• Guide and empower a team of ML engineers, fostering a culture of collaboration, innovation, and continuous improvement.

• Oversee the delivery of high-quality, scalable and cost effective ML pipelines and ML models putting emphasis on robustness and monitoring.

• Promote and maintain high standards of code quality, performance, and maintainability through code reviews, testing, and monitoring.

• Build strong relationships with stakeholders in Data Science, Product Management, backend engineering and analytics and other teams within the organization, effectively communicating project progress, risks, and mitigation strategies.

• Foster the growth and development of team members through regular feedback, coaching, and opportunities for skill enhancement.

• Set clear performance expectations, provide constructive feedback, and conduct performance reviews to ensure individual and team success.

What you'll bring to the role

• Proven track record of leading engineering teams.

• Proficiency in Python. Experience with Kubernetes, data processing services (GC Dataflow, Apache Beam/Airflow/Kafka) and quick adaptation to new tools/tech. Knowledge of Gen AI platforms VertexAI/AWS Bedrock is a plus.

• Collaborative, upbeat work ethic where you can take ownership and have fun.

• Excellent written and verbal communication skills, with the ability to effectively communicate technical concepts to both technical and non-technical audiences.

• Demonstrated ability to collaborate effectively with cross-functional teams, including product, data scientists,  and backend engineers.

• Refined prioritization skills, ability to focus your time and energy where it’ll have the most impact. 

• Patience to thoroughly identify the root causes of technical issues, often requiring innovative solutions and the creation of new approaches to resolve them.

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.