Zendesk’s Product-Led Growth (PLG) team is redefining how customers experience our Employee Service products—from trial to onboarding to expansion—without ever needing to talk to sales or support. Our mission is to accelerate product adoption through a self-service motion that’s fast, scalable, and user-friendly.
We’re looking for a Senior Software Engineer with backend or fullstack expertise to build the services and APIs that power these frictionless journeys. You’ll work on foundational backend systems that support self-serve trials, onboarding progress tracking, embedded integration flows, and an upcoming template marketplace that helps teams deploy prebuilt workflows in minutes.
What You’ll DoLead Engineering Excellence & Innovation
Architect and build enterprise-grade service catalog features, enabling structured service request workflows, automated approvals, and request bundling
Design and optimize multi-layered service data models, ensuring highly configurable catalog-driven request fulfillment.
Work across multiple teams and disciplines to architect reliable, secure, performant, extensible, and scalable solutions for enterprise customers.
Work on event-driven architectures, building service lifecycle automation, SLA enforcement, and intelligent fulfillment tracking.
Make high-impact technical decisions and effectively communicate rationale to engineering teams and stakeholders.
Ensure code quality, maintainability, and scalability, adhering to best practices and industry standards.
Collaborate & Deliver High-Impact Solutions
Work closely with Product Managers, Designers, and Engineering Leaders to define and execute on technical strategy.
Proactively identify and mitigate potential issues in development, testing, or delivery stages.
Participate in application improvement discussions, project initiatives, and feature design to drive continuous enhancements.
Build reusable components and code that improve development efficiency and consistency.
Participate in code reviews, providing constructive feedback to maintain high engineering standards.
Own end-to-end delivery, ensuring features are shipped with high quality, reliability, and performance.
Improve multi-tenant scalability, ensuring that catalog structures, request tracking, and automation flows scale efficiently across enterprise deployments.
Provide technical mentorship, helping the team adopt best practices in catalog-based service modeling, request lifecycle automation, and large-scale processing optimization.
Mentor & Contribute to a High-Performance Team
Share knowledge and mentor junior engineers to raise the technical bar across the team.
Conduct code reviews, ensuring high-quality, maintainable, and testable code.
Promote a culture of engineering excellence, advocating for best practices in performance optimization, observability, and CI/CD.
Contribute to agile development processes, helping improve team efficiency and delivery speed.
Required Qualifications
5+ years of professional experience in backend or full-stack software development, focusing on structured service modeling, request processing, or automation frameworks.
Proficiency in Ruby on Rails and relational databases such as MySQL/Aurora, with experience in scalable data modeling for hierarchical service catalogs.
Experience building high-performance, scalable APIs using GraphQL and REST.
Solid understanding of software architecture principles, including microservices, event-driven systems, and distributed computing.
Strong problem-solving skills, with the ability to troubleshoot complex system issues and optimize performance.
Experience with CI/CD pipelines, automated testing, and DevOps best practices.
Ability to work collaboratively in a cross-functional, fast-paced environment.
Excellent verbal and written communication skills, with the ability to explain technical concepts clearly.
Preferred Qualifications
Experience working on enterprise service catalog platforms, ITSM solutions, or structured request management workflows.
Familiarity with service-oriented architectures and automation frameworks, integrating structured data modeling with approval workflows and request fulfillment engines.
Strong experience working with observability tools (e.g., DataDog) and performance optimization methodologies.
Previous contributions to open-source workflow automation engines, service request orchestration platforms, or catalog-driven rule-based processing systems.
Tech Stack You’ll Work With
Backend: Ruby, Ruby on Rails, MySQL
Frontend: JavaScript, TypeScript, React, Redux, GraphQL
DevOps & Monitoring: DataDog, CI/CD tools
Cloud & Infrastructure: AWS, Kubernetes (nice-to-have)
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.
Work on impactful projects. Help organizations model, automate, and streamline their internal service offerings.
Grow your career. We invest in leadership development, mentorship, and learning opportunities.
Enjoy flexibility. Hybrid-friendly culture with strong work-life balance.
We’d love to hear from you. Apply now and help us shape the future of customer experience.
Please note that Zendesk can only hire candidates who are physically located and plan to work from Karnataka or Maharashtra. Please refer to the location posted on the requisition for where this role is based.
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.
