Senior Machine Learning Engineer

At Zendesk our focus is helping our customers build great relationships with their customers. Founded by three Danish entrepreneurs Zendesk has experienced remarkable success and growth while maintaining a fun positive and down-to-earth culture.

We are looking for a Senior ML Engineer to join our AI Copilot organisation. AI Copilot is a multi-million ARR product that puts AI directly into the hands of customer service agents and administrators. You will own the delivery of ML-powered product features at Zendesk scale taking capabilities from prototype through to production.

We ship to learn: our philosophy is to deliver early deliver often and iterate based on real-world customer feedback.

• Own and deliver ML-powered product features end-to-end from data pipelines and model integration through serving monitoring and iteration in production.

• Work closely with Scientists to productionise research outputs into reliable user-facing features.

• Build and maintain ML infrastructure: model serving inference pipelines LLM integrations and evaluation frameworks.

• Contribute to technical design discussions and architecture decisions within your team with growing influence across teams.

• Collaborate with product software engineers to ensure ML capabilities are well-integrated into the broader product experience.

• Improve the reliability performance and cost-efficiency of the ML systems you work on proactively identifying and addressing issues.

• Mentor more junior engineers through code review pairing and knowledge sharing.

• 5 years of experience in software engineering with a meaningful focus on ML engineering MLOps or building ML-powered products.

• Fluent in Python; working proficiency in Ruby is a plus.

• Solid experience building and operating ML systems in production: model serving inference pipelines and monitoring.

• Experience integrating LLMs into production systems prompt engineering evaluation or multi-provider setups.

• Comfortable with SQL and data infrastructure you can work with data pipelines transformations and data quality.

• Experience with containerised deployments (Docker Kubernetes) and cloud infrastructure (AWS).

• A track record of owning features end-to-end and delivering them to production with high quality.

• Ability to work with uncertainty and the flexibility to pivot with changing priorities.

• Strong collaboration skills you work effectively with scientists product engineers and product managers.

Preferred

• Experience with Snowflake and dbt for data transformations and analytics.

• Hands-on experience with ML pipeline tooling (e.g. Metaflow) and experiment tracking (e.g. MLflow).

• Experience with model serving frameworks (e.g. BentoML) on Kubernetes.

• Familiarity with ML frameworks such as PyTorch or TensorFlow.

• Experience with event-driven architectures (e.g. Kafka).

• Experience with iterative metrics-driven product development (A/B testing feature flags incremental rollouts).

• Our code is written in Ruby and Python

• Our servers live in AWS

• Our ML pipelines use Metaflow

• Our experiment tracking uses MLflow

• Our models are served via BentoML on Kubernetes

• Our data is stored in S3 RDS MySQL and Snowflake (with dbt for transformations)

• Our services and models are deployed to Kubernetes using Docker

• Heavy usage of LLM technology from multiple providers via our LLM Proxy

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 were 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.