Jobs at Zendesk

Manage strategic enterprise customer relationships and help clients maximize value from Zendesk solutions. Document technical ecosystems, develop customer roadmaps, conduct operational and business reviews, coordinate internal resources, resolve critical issues, and advocate for customer needs. Translate business objectives into technical solutions, drive measurable ROI, and align stakeholders across complex SaaS implementations, integrations, workflows, and architectures.

Designs and operates observability infrastructure for internal platforms and business-critical applications. Responsibilities include implementing metrics, logs, traces, dashboards, service maps, SLOs, alerting, anomaly detection, and automated remediation. Partners with incident and problem management teams to reduce MTTR, improve root-cause analysis, and strengthen reliability. Integrates monitoring with CI/CD, ITSM, CMDB, collaboration, and feature-flag systems while coaching teams on instrumentation, telemetry governance, security, and cost optimization.

Build and modernize scalable frontend features for a large application using React, Redux, TypeScript, and GraphQL. Collaborate with product managers, designers, and backend engineers; write tested, maintainable code; participate in reviews and design discussions; optimize frontend performance; and promote best practices in state management, component architecture, accessibility, and testing.

Owns reliability, observability, incident response, and ITIL-based incident, problem, and change management for enterprise SaaS systems. Configures Datadog and Dynatrace monitoring, dashboards, alerts, logging, tracing, and metrics; triages incidents and major outages; performs root-cause analysis; maintains runbooks and known-error documentation; governs changes; and supports SaaS integrations, APIs, data pipelines, and operational automation.

Owns and optimizes shared demo environments for contact center and customer experience solutions. Designs reusable demonstrations and integrations using Zendesk, Amazon Connect, and AWS; supports custom presales demos and proof-of-concepts; manages releases, governance, security, reliability, cost, and automation; and creates technical documentation. Collaborates with internal teams, customers, vendors, and partners while independently prioritizing work and incorporating AI, analytics, and emerging platform capabilities.

Lead strategy, vision, roadmap, and execution for Zendesk’s AI-augmented notifications and agent accountability products. Gather customer feedback, define scalable solutions, collaborate with engineering, design, marketing, sales, customer success, data science, and other teams, and own KPIs for adoption, productivity, customer satisfaction, and business impact. The role requires strong SaaS product development, AI/ML expertise, technical acumen, customer focus, and cross-functional leadership.

Serve as a technical advisor to enterprise Zendesk customers, documenting their environments, developing technical roadmaps, leading operational reviews, coordinating internal resources, resolving critical issues, and advocating for customer needs. The role requires extensive technical and enterprise experience, strong communication, SaaS and API knowledge, and the ability to translate business objectives into measurable technical outcomes.

Leads Zendesk’s Global Delivery Hub in India, overseeing AI consulting, data migration, custom development, staffing, client relationships, delivery quality, operations, and organizational growth. Builds and scales high-performing teams, manages strategic accounts and P&L responsibilities, drives revenue and profitability, establishes governance and performance metrics, and improves service delivery. Partners across global leadership, Finance, HR, Compliance, Recruiting, and Operations to support scalable, customer-focused delivery and organizational change.

Own and lead the Action Platform product vision and roadmap, collaborating with engineering, design, sales, and customers. Translate internal and external requirements into scalable platform solutions, define OKRs and success metrics, and drive delivery of features, integrations, and performance improvements to support high-volume rule executions and customer-facing use cases.

Leads technical onboarding, enablement, and co-selling support for contact center partners. Designs scalable Zendesk, Amazon Connect, and AWS architectures; provides technical strategy, mentorship, solution guidance, demonstrations, proofs of concept, and implementation support. Develops partner training materials, ensures security and governance compliance, and promotes AI, machine learning, automation, and omnichannel contact center innovations. Collaborates with sales, engineering, vendors, and internal teams to drive partner success and accelerate solution deployment.

As a Staff Data Platform Engineer, you will lead the design and development of data infrastructure, manage CI/CD processes, and implement observability for data pipelines.

The Senior Product Manager will drive product strategy and development, collaborating with cross-functional teams to enhance customer experience, focusing on AI and SaaS solutions.

Lead architecture and delivery of enterprise-scale full‑stack features, own end-to-end implementation, mentor engineers, collaborate with product and design, triage production issues, and improve system reliability, performance, and observability.

The Senior Solutions Consultant acts as a technical liaison in sales, focusing on AI solutions and managing customer engagements and demonstrations.

Lead and grow Zendesk's India enterprise and commercial sales teams, build high-impact sales strategies, coach AEs, manage complex multi-product enterprise deals, drive predictable forecasting and pipeline discipline (MEDDPICC), engage C-level stakeholders, and expand strategic customer relationships to consistently achieve quota.