Senior Software Engineer - Site Reliability

Job Description

Are you ready to join a world-class team of software engineers and make a real impact? As a Senior Software Engineer - Site Reliability at Zendesk, you will have the opportunity to work on exceptionally innovative projects that are revolutionizing the customer service industry. We are looking for ambitious and proven individuals who thrive in a collaborative and inclusive environment.

What you’ll be doing

• Monitor and troubleshoot infrastructure and application issues to ensure flawless reliability and availability of Zendesk products.

• Solve and triage alerts, providing support with service incidents by alert validation, recommending resolutions, or implementing temporary fixes.

• Actively participate in the incident lifecycle, ensuring swift and effective resolution of high severity service incidents.

• Improve and implement monitoring tools and alerting to boost observability.

• Write code to automate mitigations and improve tools.

• Train and level up Junior engineers throughout Zendesk on reliability, observability, alerting, and incident response.

What you bring to the role

• Proven experience finding and fixing issues with distributed systems in the cloud.

• Previous success working on high severity service incidents.

• Strong knowledge of networking and experience writing software.

• Ability to clearly and concisely communicate technical and non-technical requirements to colleagues.

• Capacity to own and drive technical initiatives.

• Interest in debugging difficult problems across complex systems.

Basic Qualifications:

• Availability to work mid shift or night shift work schedule ,5 times a week including 1 weekend.

• Proficiency with one of the following: Python, Javascript, Ruby, and React frameworks.

• Extensive experience with AWS, infrastructure, cloud-native software design, backend systems, Kubernetes, and configuration as code.

• Extensive experience with monitoring tools such as Datadog, PagerDuty, or similar tools is a plus.

Preferred Qualifications:

• 3+ years experience in Software Engineering or a Site Reliability engineering role.

• Experience drafting RFCs and similar documents for review by peers across engineering.

• The desire to lead, partner, and collaborate across our engineering organization.

Tech Stack

• Our platform is built on AWS.

• We use Kubernetes to dynamically scale and manage infrastructure.

• The health of our infra is monitored with Datadog and PagerDuty.

• Our code is mostly written in Python but you might encounter Ruby, Javascript, and React.

#LI-MJ1

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.