Engineering Manager (SRE)

Job Description

Site Reliability Engineering (SRE) combines software and systems engineering to build and run large-scale, massively distributed, fault-tolerant systems. Within APAC SRE, our focus is on engineering quality solutions that solve Zendesk’s reliability and observability needs. Additionally SREs will keep an ever-watchful eye on our systems capacity and performance.

SRE's culture of diversity, intellectual curiosity, problem solving and openness is key to its success. Our organization brings together people with a wide variety of backgrounds, experiences and perspectives. We encourage them to collaborate, think big and take risks in a blame-free environment. We promote self-direction to work on meaningful projects, while we also strive to create an environment that provides the support and mentorship needed to learn and grow.

About Zendesk’s Product Development Center of Excellence in Pune

Zendesk is in the exciting early stages of establishing a Product Development Center of Excellence in Pune. This center is being developed through a BOT (Build-Operate-Transfer) model, allowing us to gradually build and scale our operations with a current mix of BOT workers and full-time employees (FTEs). Our vision is to create a vibrant, innovative hub where all team members will eventually transition into FTE roles.

As an early hire, you will have a unique opportunity to be a pivotal part of this journey. You’ll play a key role in shaping the culture, processes, and success of our Pune site, contributing directly to the growth and maturity of our Product Development Center of Excellence. Your expertise and insights will help lay the foundation for a world-class development center, influencing the way we build and deliver products at Zendesk.

What you’ll be doing

• Lead and manage your team of 5 - 10 engineers in product planning and development, develop roadmaps for services under the team’s purview

• Facilitate your team’s professional development

• Work closely with program, product managers and other engineering managers within and across the company to develop a collaborative culture and deliver on team roadmap.

• Engage in and improve the whole lifecycle of service, from inception and design, through to deployment, operation and refinement.

• Develop innovative solutions to ensure efficient SRE processes under regulatory requirements. Bring SRE expertise to the product teams that enforce regulatory requirements.

Required experience:

• Previous experience in a role where you had direct managerial responsibility for software engineers in a team within Site Reliability.

• 7+ years of proven experience in a Software and/or SRE role

• Experience delivering software using an OO language, preferably Java or Ruby on Rails.

• Ability to set goals to help develop careers and growth of team members while delivering on business objectives.

• Experience working in an agile, fast-paced development environment making use of continuous unit/integration/load/performance testing.

• Familiarity with SRE best practices, metrics, monitoring and observability tools

Preferred requirements:

• Experience in DevOps, terraform or other similar tooling experience desirable

• Application support practices and procedures for critical platforms

• Application monitoring and profiling tools (e.g. Sentry, Datadog, Prometheus)

• Managing applications on cloud platforms, preferably AWS

Tech Stack

• Our product code is both monolith and microservices written in Ruby on Rails, Java, Scala and Go.

• Most of our automation is written in Python or Ruby.

• We run on AWS, Kubernetes, Vault and Spinnaker.

• Our backends are mostly AWS Aurora with some RDS, Redis, Dynamo and Mongo

#LI-ESKD

Please note that Zendesk can only hire candidates who are physically located and plan to work from Karnataka or Maharashtra. Please refer to the location posted on the requisition for where this role is based.

Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.

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.

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 [email protected] with your specific accommodation request.