Engineering Manager - Ticketing Systems

Job Description

Zendesk’s Ticketing systems lie at the heart of all Zendesk products. This is a full-stack team responsible for making sure admins, agents and end-users alike are capable of communicating easily and safely through Zendesk’s ticketing process. Along with building new features for our customers, we work with other development teams as they integrate and extend our systems. We also ensure our systems are secure, reliable, scalable and fast.

We are looking for an Engineering Manager to lead this team, helping to shape the technical vision, drive product innovation, and ensure the platform is flexible, reliable, and performant for enterprise customers. If you are passionate about building large-scale customer- and employee-service platforms, leading teams, and solving complex architectural challenges, we’d love to hear from you.

Why Zendesk?

At Zendesk, we believe that great products start with great people. Our culture thrives on collaboration, high-quality work, and rapid iteration. We’re learning-focused and value pragmatic decision-making over rigid processes. If you love leading teams that ship impactful features, foster innovation, and work on complex technical challenges at a global scale, this is the perfect opportunity.

What You’ll Do

Lead & Inspire a World-Class Engineering Team

• Manage and mentor a team of 5-8 engineers, fostering a culture of innovation, growth, and inclusion.

• Guide your team through technical challenges, balancing new feature development with system scalability and performance.

• Participate in the technical vision for Ticketing, ensuring it is extensible, performant, and reliable for enterprise customers.

• Champion engineering excellence, ensuring best practices in coding, testing, and observability.

• Drive a high-performance culture where clarity, ownership, and impact are at the forefront.

Deliver Scalable & High-Impact Solutions

• Oversee the design, build, and delivery of new features.

• Work across the full stack—from UI components to backend services

• Optimize performance, scalability, and reliability, ensuring our customer’s solutions perform at peak efficiency.

• Collaborate closely with Product Managers, Designers, and other Engineering teams to align on strategy and execution.

• Take ownership of key initiatives, ensuring smooth rollouts, enterprise-grade reliability, and continuous iteration.

Drive Technical & Organizational Growth

• Help define and evolve our technical roadmap, balancing short-term improvements with long-term scalability.

• Introduce innovative approaches to problem-solving, exploring new technologies where appropriate.

• Improve agile processes, ensuring a healthy balance between speed and sustainability.

• Foster an environment where team members feel supported, challenged, and motivated to do their best work.

What We’re Looking For

Location

• You must be able to attend our Kraków, Poland office for part of the week. See below for our hybrid policy.

Leadership & People Skills

• Proven experience leading and mentoring engineers (2+ years as an Engineering Manager).

• Strong coaching and career development abilities, helping engineers grow professionally.

• Ability to influence without authority and drive alignment across multiple teams.

• Exceptional communication skills, ensuring clear expectations and alignment.

• Comfortable leading a distributed, global team and working asynchronously when needed.

Technical Expertise

• 5+ years of software engineering experience in high-impact environments, 

• Strong backend experience with Ruby on Rails and frontend experience with React, Typescript, Apollo, and GraphQL.

• 5+ years Experience scaling complex enterprise SaaS platforms, particularly in ticketing automation / platform

• Experience securing enterprise systems from a roles and permissions perspective

• Ability to identify and resolve performance bottlenecks in high-traffic applications.

• Experience with observability and logging tools such as DataDog.

Bonus Points

• Experience working on Customer- and Employee-service systems.

• Experience modernizing legacy systems while maintaining business continuity.

Tech Stack You’ll Work With

• Backend: Ruby, Ruby on Rails, MySQL, DynamoDB

• Frontend: JavaScript, TypeScript, React, Redux, Apollo, GraphQL, and a little bit of Ember.js

• DevOps & Monitoring: DataDog, CI/CD tools

• Cloud & Infrastructure: AWS, Kubernetes (nice-to-have)

Why You Should Apply

• Make a real impact. Your work will power thousands of businesses and millions of customer interactions worldwide.

• Work with a top-tier engineering team. We solve complex problems at a global scale.

• Lead a critical initiative. Drive the modernization of Zendesk’s platform.

• Grow your career. We invest in leadership development, mentorship, and learning opportunities.

• Enjoy flexibility. Hybrid-friendly culture with strong work-life balance.

#LI-EA1

The Poland annualized base salary range for this position is zł297,000.00-zł445,000.00. 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.

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.