Software Engineer II

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

• Own features from design, implementation, review, testing, rollout, and monitoring.
• Produce a short design doc for medium+ changes (problem, constraints, chosen approach, rollback plan) and present it to the team before implementation.
• Contribute to platform, architecture, and data model decisions working closely with Engineering, Product and Design.
• Craft and maintain high traffic services and APIs in a team of experienced software engineers.
• Work on reliability and scalability improvements.
• Write/maintain concise READMEs, design docs, API docs, and runbooks for the services you own.
• Present technical proposals and demo important features to cross-functional stakeholders (Product, Design, Support).
• Improve engineering culture and processes by leading occasional tech talks and help the team adopt best practices (testing, observability, code reviews).
• Advocate for and help implement improvements to CI/CD, monitoring dashboards, or deployment practices.

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.

• 2+ years of experience building backend services with NodeJS (ES7), MongoDB, and Typescript.
• Experience designing and developing distributed systems (secure, scalable, reliable)
• Ability to create fast database queries for large amounts of data.
• Hands-on experience with message systems (RabbitMQ, Kafka, SQS) and data stores (MongoDB, Redis, MySQL).
• Autonomy and leadership to carry a project through its execution, while also knowing when to ask for help.
• A collaborative attitude, contributing to an enjoyable work environment that promotes teamwork throughout the organization.
• Comfortable working in agile teams and contributing to product/technical planning.
• Good communication skills and high proficiency in English with the ability to adapt communication style to the given audience and situation

Nice to have

• Familiarity with Kubernetes, AWS, and production observability (metrics/tracing/logging).
• Experience in SaaS product development and working with globally distributed teams.
• Experience with event driven architectures.
• 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.

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

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 system