Staff Software Engineer, Ticket Platform


June 10, 2021

Staff Software Engineer, Ticket Platform

Zendesk's first and largest product (Zendesk Support) was built around tickets and the management of tickets. As such, the ticket is the core object that drives much of how both our internal systems work and how our customers use Zendesk's products. Our team is responsible for taking ticketing into the next phase of Zendesk's journey by making it more accessible, extensible and scalable.

We are looking for someone who is eager to understand the nuance and challenges of a massively used object that has evolved several times in its lifetime all while being pushed to extremes by its scale and unique customer implementations. You should also be equally as excited to move the ticket into new places from both a product and technology perspective. You will be tasked with helping set the vision for something with no clear solution and drive its delivery. Examples of what this looks like in practice are: We recently jump-started Zendesk's event-driven ecosystem by putting Ticket Domain Events into Kafka which is now powering internal and external workflows. We are currently migrating parts of our data from a key/value data store into DynamoDB to make it more robust and increase the product's potential.
We are an intensely collaborative team who rely on one another to cut through the vast amount of ambiguity and technical difficulty our challenges carry. We can regularly be found in our hangout room to pair, bounce ideas off each other, or just chat. We hold 2 internal "summits" a year to form a collective vision of how we can best identify and solve known and potential problems on our horizon. We have strong opinions, but we insist on hearing yours too, and we're willing to move forward with the best idea no matter where it came from. We are remote-friendly and have been since pre-COVID.
What you get to do every day:

  • Collaborate with your team and our partners to design, document and implement the ticketing system for the future.

  • Coding across the backend, API down essentially. From our Rails monolith to our protobuf definitions to fine-tuning db indexes.

  • Champion what you value most, intra-team and company-wide. We believe combining different perspectives gets us to the optimal solution.

What you bring to the role:

  • 5+ years of experience in web development and/or backend services development with at least 1+ years of experience in a Ruby environment

  • 3+ years of experience with relational databases, specifically MySQL and/or Aurora.

  • 2+ years of experience managing and building APIs.

  • Experience designing and building code for massive scale

  • Experience with site operations such as devops, AWS systems administration, deployment strategies.

  • Experience with analysis and log tooling like DataDog or similar tech.

  • Experience with Git & Github.

  • Empathy and communication skills to make sure you and those around you have a clear understanding of what we are working to accomplish.

What would be nice to have:

  • Experience with NoSQL stores, especially DynamoDB.

  • Expertise with distributed architectures using Kafka.

  • Experience with multi-tiered caching architectures

  • Leadership in mentoring junior devs and/or leading projects


About Zendesk - Champions of Customer Service

Zendesk started the customer experience revolution in 2007 by enabling any business around the world to take their customer service online. Today, Zendesk is the champion of great service everywhere for everyone, and powers billions of conversations, connecting more than 100,000 logos with hundreds of millions of customers over telephony, chat, email, messaging, social channels, communities, review sites and help centers. Zendesk products are built with love to be loved. The company was conceived in Copenhagen, Denmark, built and grown in California, taken public in New York City, and today employs more than 4,000 people across the world. Learn more at www.zendesk.com.
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