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Zendesk’s people have one goal in mind: to make Customer Experience better. Our products help more than 125,000 global brands (AirBnb, Uber, JetBrains, Slack, among others) make their billions of customers happy, every day.
We’re looking for a Senior ML engineer to join our team and play a key role in levelling up the RAG platform powering Zendesk!
What you’ll be doing
Delivering AI-powered capabilities to our customers at Zendesk scale using the latest in LLM technology
Working closely with Product Management, ML Scientists and other ML Engineers to define feature scope and implementation strategies
Mentoring junior team members, as well as pairing with more experienced colleagues to foster mutual learning
Supporting our deployed services to ensure a high level of stability and reliability
Contributing to discussions regarding technical design and best practices
Writing clean and maintainable code to meet the team’s delivery commitments
Here some of the challenges you will be working on:
How do we best expand our RAG platform to handle new use cases?
How do we optimize our system for both speed and cost-efficiency?
How do we incorporate multiple sources of context to improve the accuracy of our generated answers?
How do we make the best use of rapidly evolving LLM technologies?
And many more!
What you bring to the role
Basic Qualifications
4+ years developing machine learning systems in Python
Solid understanding of architecture and software design patterns for server-side applications
Experience with managing and deploying cloud services with a cloud provider (AWS, GCP, Azure)
Experience building scalable and stable software applications
Collaborative and growth mindset, with a commitment to ongoing learning and development
Self-managed and agile, with the ability to problem-solve independently
Excellent communication skills, both written and verbal
Preferred Qualifications
Experience with using LLMs at scale
Experience in designing and implementing RAG systems
Experience with managing and deploying cloud services with AWS
Proven experience making data-driven engineering decisions; formulating hypotheses, conducting experiments, and analyzing results.
What our tech stack looks like
Our code is largely written in Python, with some parts in Ruby
Our platform is built on AWS
Data is stored in RDS MySQL, Redis, S3, ElasticSearch, Kafka, and Athena
Services are deployed to Kubernetes using Docker, with Kafka for stream processing
Infrastructure health is monitored using Datadog and Sentry
What we offer
Team of passionate people who love what they do!
Exciting opportunity to work with LLMs and RAG (retrieval augmented generation), rapidly evolving fields in AI
Ownership of the product features at scale, making a significant impact for millions of customers
Opportunity to learn and grow!
Possibility to specialise in areas such as security, performance, and reliability
...and everything you need to be effective and maintain work-life balance
Comfortable office and a remote-friendly environment
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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.
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