Senior Software Engineer - Ruby/TypeScript

Job Description

We're looking for a well-rounded Senior Software Engineer to be part of our efforts to use AI in providing the world's best customer service. Most recently the team delivered Knowledge Builder, a way to kick-start a Help Center using ticket data and customer prompts. The team owns our content production services and is based in Copenhagen.

You would help maintain our existing Ruby on Rails application, and our article service, written in TypeScript, and write new features on top of these. You are happy to deal with everything from operability issues in the back-end to customer issues, and drive these to resolution, making our customers happy with our great reliability. Feature-wise you would work on extending the lessons from Knowledge Builder into real-time maintenance of our customer's knowledge bases using LLMs.

Ultimately, at Zendesk, we geek out about building beautifully simple software that delivers the ultimate customer experience. Your favorite brands leverage our products to build and nurture relationships with their customers. We believe empathy is the greatest virtue for building the best products and the greatest environment for growing together as a team. We adapt quickly and are constantly innovating.

What you'll be doing

• Actively shape and develop our Ruby on Rails and TypeScript-based services.
• Participate in brainstorming, designing, prototyping, and programming within an agile environment.
• Drive the resolution of reliability problems at scale, growing your expertise across the entire technology stack.
• Cultivate a customer-centric approach within the team.
• Lead, mentor, and teach colleagues at various career levels, imparting advanced insights and promoting a culture of continuous improvement.
• Effectively communicate changes, strategies, and technical decisions to stakeholders in and around the team with a high level of clarity and consideration.

What you'll bring to the role

• 3+ years of experience writing and maintaining services in Ruby on Rails/NodeJS/TypeScript
• Strong engineering experience and solid knowledge of systems design.
• Ability to lead a project through its execution, while also knowing when to ask for help.
• Able to mentor and lead junior engineers, contributing to an enjoyable work environment that promotes teamwork.
• Experience using observability tools to ensure system reliability at scale
• Open minded and inclusive mentality, both for your colleagues and your work.
• English proficiency both spoken and written.

Preferred

• A Bachelor’s or Master’s degree in Computer Science or related field.
• Experience with LLM integration and AI feature implementation
• Experience with Content Management Systems.
• Experience with event-driven architecture and event sourcing.
• Experience developing and operating high volume, high availability environments.
• Experience with container orchestration using Docker, Kubernetes and cloud services on AWS or similar.
• Familiarity with modern JS frameworks.
• Contributor or owner of open source projects.

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 peopleandplaces@zendesk.com with your specific accommodation request.