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 Software 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 admins. You will be a key contributor delivering AI-powered product features at Zendesk scale, taking ownership of significant pieces of work from design through to production.
We ship to learn: our philosophy is to deliver early, deliver often, and iterate based on real-world customer feedback.
What you'll be doing
Own and deliver end-to-end product features - from technical design through implementation, testing, release, and iteration.
Work closely with ML Scientists and ML Engineers to integrate ML-powered capabilities into the product as reliable, user-facing features.
Contribute to technical design discussions and architecture decisions within your team, with growing influence across teams.
Build and maintain scalable backend services, APIs, and integrations that support AI-powered product experiences.
Collaborate with Product Management, Design, and other engineering teams to turn product requirements into well-scoped technical work.
Improve the reliability, performance, and maintainability of the systems you work on - proactively identifying and addressing technical debt.
Mentor more junior engineers through code review, pairing, and knowledge sharing.
What you bring to the role
Required
5+ years of experience building and operating large-scale, Internet-facing applications.
Fluent in Python; working proficiency in Ruby is a big plus.
Solid experience with distributed systems, RESTful APIs, and cloud infrastructure (AWS).
Experience with containerised deployments (Docker, Kubernetes) and CI/CD practices.
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.
Comfort working in a team alongside ML engineers and scientists - you don't need to be an ML expert, but you should be curious and able to collaborate effectively across disciplines.
Strong collaboration skills and a genuine desire to help the team succeed.
Preferred
Exposure to LLM integration patterns: prompt engineering, evaluation, monitoring, or multi-provider setups.
Experience with SQL and data infrastructure (Snowflake, dbt) - understanding data pipelines and transformations is valuable in our environment.
Experience with event-driven architectures (e.g., Kafka).
Familiarity with ML pipeline tooling (e.g. Metaflow) or ML frameworks.
Experience with iterative, metrics-driven product development (A/B testing, feature flags, incremental rollouts).
Tech Stack
Our code is written in Python and Ruby
Our servers live in AWS
Our ML pipelines use Metaflow
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
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 Poland annualized base salary range for this position is zł257,000.00-zł385,000.00. Please note that while the salary range represents the minimum and maximum base salary rate for this position, the actual compensation offered will be based on job related capabilities, applicable experience, and other relevant factors. This position may also be eligible for bonus, benefits, or related incentives that will be communicated during the offer stage.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.
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 [email protected] with your specific accommodation request.
Zendesk Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Zendesk and has not been reviewed or approved by Zendesk.
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Fair & Transparent Compensation — The company states a commitment to publishing base pay ranges and advancing pay equity, helping employees gauge fairness. Public messaging on pay equity and transparency signals structured, consistent compensation practices.
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Leave & Time Off Breadth — Time away programs include flexible PTO, dedicated well‑being days, emergency time off, and pregnancy loss leave. Parental leave is described as generous, and travel support exists for reproductive care where access is restricted.
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Healthcare Strength — Benefits language highlights comprehensive medical, dental/vision, mental health access, and an employee assistance program. These offerings are positioned as part of holistic wellbeing support across regions.
Zendesk Insights
What We Do
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. We advocate for digital first customer experiences— and we stick with it in our workplace. Over 5,000 employees worldwide are collaborating from kitchen tables, home offices, co-working spaces, and Zendesk workspaces to make one team.
Why Work With Us
We know one desk doesn’t fit all. At Zendesk, we prioritize remote work because we believe great work happens anywhere. Digital first is more than where we work though. We give our employees flexibility and choice in both where and how they work while also trusting them to be a team player.
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