Jobs at Zendesk

Drive revenue growth by acquiring and expanding SMB customers through consultative B2B SaaS sales. Manage prospecting, complex sales cycles, pipeline forecasting, renewals, cross-selling, and upselling. Use AI insights and customer data to develop value cases, discuss technical integrations, and build transformation roadmaps. Collaborate with marketing, customer success, solutions engineering, and product teams while maintaining accurate Salesforce forecasts and meeting revenue targets.

Designs and operates observability infrastructure for internal platforms and business-critical applications. Responsibilities include implementing metrics, logs, traces, dashboards, service maps, SLOs, alerting, anomaly detection, and automated remediation. Partners with incident and problem management teams to reduce MTTR, improve root-cause analysis, and strengthen reliability. Integrates monitoring with CI/CD, ITSM, CMDB, collaboration, and feature-flag systems while coaching teams on instrumentation, telemetry governance, security, and cost optimization.

Lead architecture and deployment of AI-powered Zendesk solutions for enterprise customers, advise sales on technical strategy, design integrations and knowledge/memory systems, manage complex POCs, and ensure successful hand-off to implementation while driving automation and expansion.

Own enterprise customers’ multi-year AI adoption roadmaps, serving as a strategic advisor and engagement lead. Coordinate Product, Professional Services, Sales, Success, Engineering, and partners to deliver safe, scalable Zendesk AI deployments. Track adoption, resolution, retention, and expansion metrics; mitigate risks; support renewals; and drive measurable business outcomes. Advise executives on AI strategy, responsible AI, compliance, and operational excellence while translating technical capabilities into customer value.

Lead growth analytics for Zendesk’s product-led growth motion, guiding a team of analysts and partnering with Product, Engineering, Sales, Marketing, and Data teams. Define funnel metrics, measurement plans, experiments, and instrumentation across acquisition, activation, conversion, retention, and expansion. Analyze customer behavior using segmentation, cohorts, funnels, experimentation, and statistical methods. Improve self-service reporting, dashboards, metric definitions, reusable datasets, and analytics capabilities while coaching analysts and influencing senior stakeholders.

Drive new-business revenue across Spain and Portugal by prospecting, developing territory plans, managing complex B2B sales cycles, expanding existing accounts, engaging C-level stakeholders, negotiating deals, maintaining pipeline forecasts, and collaborating with internal teams. The role requires strong consultative selling, presentation, negotiation, and closing skills, along with Spanish and English fluency and customer travel availability.

Lead and mentor sales teams in the Greater China region to achieve revenue and quota targets, develop market strategies, and manage client relationships.

Lead technical discovery, AI readiness assessments, solution design, demos, pilots, and proofs of value for Zendesk CX and employee service solutions. Architect secure, scalable integrations using APIs, middleware, telephony, and cloud platforms. Translate AI and automation capabilities into business outcomes, guide technical strategy throughout the sales cycle, demonstrate ROI, support AI adoption, and collaborate cross-functionally on product and go-to-market strategy.

The Staff Machine Learning Engineer will architect and implement scalable GenAI platform solutions, ensuring reliability and safe AI experiences across product lines while mentoring engineers and leading technical strategies.

The Senior Software Engineer will develop and implement scalable solutions, enhance integration across SaaS systems, and leverage next-gen tools for innovation in the Zendesk platform.

The Senior Sales Product Specialist will drive B2C sales growth in the SaaS sector, managing the sales cycle, performing ROI analyses, and ensuring quota achievement while collaborating with product development.

Design and lead secure, scalable AWS architectures including IAM/CIAM, serverless event-driven systems, data engineering platforms, Amazon Connect integrations, IaC with Terraform/CloudFormation, CI/CD pipelines, and cloud security/compliance guidance while collaborating across teams and documenting architecture decisions.

Owns and optimizes shared demo environments for contact center and customer experience solutions. Designs reusable demonstrations and integrations using Zendesk, Amazon Connect, and AWS; supports custom presales demos and proof-of-concepts; manages releases, governance, security, reliability, cost, and automation; and creates technical documentation. Collaborates with internal teams, customers, vendors, and partners while independently prioritizing work and incorporating AI, analytics, and emerging platform capabilities.

Leads technical onboarding, enablement, and co-selling support for contact center partners. Designs scalable Zendesk, Amazon Connect, and AWS architectures; provides technical strategy, mentorship, solution guidance, demonstrations, proofs of concept, and implementation support. Develops partner training materials, ensures security and governance compliance, and promotes AI, machine learning, automation, and omnichannel contact center innovations. Collaborates with sales, engineering, vendors, and internal teams to drive partner success and accelerate solution deployment.

Manage and optimize EMEA employee benefits programs, including design, communications, vendor negotiations, compliance, risk management, analytics, and operational delivery. Partner with People Operations, Payroll, HRIS, IT, and other teams to improve employee experience, contain costs, and implement global benefits initiatives. Serve as the regional subject matter expert while balancing local regulatory requirements, employee needs, and organizational objectives.

Own the NSW enterprise territory by selling Zendesk’s AI-driven service platform to Australian government agencies and nonprofits. Responsibilities include prospecting, managing proof-of-concept initiatives, leading complex multi-year sales cycles, negotiating agreements, closing strategic deals, advising C-suite stakeholders, and collaborating with product, engineering, and leadership teams. The role requires consultative selling, strong relationship-building, business-case development, and the ability to translate technical capabilities into customer and business value.

Leads Zendesk’s global compensation strategy, governance, analytics, systems, policies, and operations. Partners with Finance, Legal, Payroll, HR, and executives on pay planning, equity, forecasting, market pricing, pay equity, compliance, and executive compensation. Oversees vendors, automation, reporting, governance, and compensation cycles while building and mentoring the global compensation team.

Support mid-market SaaS sales cycles by partnering with Account Executives, conducting technical discovery, configuring and delivering tailored Zendesk demonstrations, building standard proof-of-concept environments, and answering security, architecture, RFP, and RFI questionnaires. The role requires explaining AI and messaging workflows, applying API recipes and internal templates, and connecting technical solutions to customer needs and business outcomes. Travel up to 25% annually is required, with work based in Mexico City or Mexico State.

Leads marketing analytics projects spanning performance measurement, funnel analysis, attribution, forecasting, experimentation, pipeline contribution, and ROI. Builds dashboards, reporting, analytical models, metrics, and frameworks while combining data from marketing, CRM, web, advertising, and revenue systems. Partners with Marketing, Finance, Sales Operations, and Engineering to improve data quality and decision-making. Presents actionable insights to senior stakeholders and mentors peers.

Leads Zendesk’s Marketing Analytics function, setting the measurement strategy across reporting, attribution, forecasting, experimentation, data quality, and ROI analysis. Manages and develops an analytics team, builds scalable dashboards and analytics products, partners with Finance, Sales, Data, Product, and Marketing leaders on planning and investment decisions, and communicates actionable insights to executives. Establishes governance and trusted data practices while advancing self-service and agentic analytics capabilities.