Senior Backend Engineer

Job Description
As a Senior Backend Engineer at Zendesk AI Agents you'll play a key role in shaping and building our backend, collaborating closely with our Product Manager, AI and Machine Learning Engineers, Frontend developers, and the broader tech team to deliver groundbreaking features focused on speed and reliability.

We at AI Agents are revolutionizing the chatbot landscape with Gen3, a cutting-edge AI Agent system that's pushing the boundaries of conversational AI. Gen3 is not your typical chatbot; it's a goal-oriented, dynamic, and truly conversational system capable of reasoning, planning, and adapting to user needs in real-time. By leveraging a multi-agent architecture and advanced language models, Gen3 delivers personalized and engaging user experiences, moving beyond scripted interactions to handle complex tasks and "off-script" inquiries with ease.

The Self Service tribe's mission is to eliminate operational bottlenecks in customer onboarding, ensuring seamless and scalable adoption of AI agents. By developing a robust, self-service onboarding experience for all Zendesk customers, we will empower users and drive the unification of AI products across Zendesk's platform.

As an engineer on this tribe, you'll be at the forefront of this exciting technology, contributing to a product that's redefining how businesses and users interact. You will have full responsibility to build, test, and iterate rapidly to bring high-quality AI products to our massive user base at an unparalleled scale.

Join us in revolutionizing the chatbot/agent landscape and be part of a team that's shaping the future of AI interactions.

Key Responsibilities

• Maintain and develop components and services together with your team
• Architect and implement complex applications, using well accepted design patterns leveraging our AI to transform the customer service industry.
• Craft and maintain high traffic services and APIs in a team of experienced software engineers.
• Anticipate future use cases and developments to strategize and design a microservice infrastructure that connects to multiple third party systems.
• Improve our code base and processes and develop new product features.
• Become part of the backend chapter, a community where everyone has an impact on the architecture of the system. From gathering feedback on your designs, educating others about patterns you are an expert in, to owning complex, cross-team tech initiatives.
• Stay up to date on industry trends, helping drive us to innovate, learn and experiment with new tools and technologies to continuously

What You Bring To The Role
We're looking for a communicative, experienced engineer who takes pride in producing disruptive technology products, built upon logical, simple and effective solutions to complex issues.

• Skills and confidence in writing robust code to build high-performing applications
• Knowledgeable on microservices architecture, design patterns and best practices
• Ability to create fast database queries for large amounts of data.
• A positive, pro-active team player who is passionate about their craft, is keen to take part in product discussions, and cares about helping the team deliver.
• You enjoy coaching and enabling others and are a natural motivator and enthusiastic mentor.
• Reliable and transparent engineering, regularly unit testing and documenting your work.
• You foster and champion a culture of continuous feedback and utilize it as a tool for growth
• Drive for continuous learning, with the ability to get up to speed with new systems and concepts quickly.
• Good communication skills, high proficiency in English with the ability to adapt communication style to given audience and situation.
• Experience with NodeJS (ES7), MongoDB, Typescript.

Our tech Stack
TypeScript, MongoDB, Elasticsearch , Google Pub/Sub , Sentry, Redis, Kubernetes, Terraform, Argocd, Grafana, GitHub

Interview Process
We are excited to learn more about you, so we want to be transparent about what you can expect from our interview process:

• Initial Call with Talent Team - 15 mins
• Interview with one member of the Hiring Team - 45 minutes
• Take-home technical challenge
• A technical interview with two of our developers to talk more in-depth about your technical experience and answer any questions you might have - 1 hour
• Final interview with 2 of the following: CTO or Engineering Manager/Director - 45 minutes

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.

As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law.

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 with your specific accommodation request.