Engineering Manager, Machine Learning

Engineering Manager, Machine Learning

At Zendesk, our focus is helping our customers build great relationships with their customers. Founded by three Danish entrepreneurs, Zendesk has experienced remarkable success and growth while maintaining a fun, positive, and earth culture.

We are looking for a Machine Learning Engineering Manager to join our Machine Learning team. You will be delivering AI/ML powered features for our customers at Zendesk scale.

What you will be doing

• Lead a team of experienced Machine Learning Engineers and Scientists, offering direction and assistance at every stage of the lifecycle of an ML project.
• Collaborate with existing ML/AI leadership to continually improve software delivery and service reliability.
• Lead the recruitment of new team members and facilitate a speedy, engaged interview process.
• Create a diverse and inclusive working environment where people can thrive.
• Be an active contributor to your team’s continuous improvement and its members’ career development.

What you bring to the role

Required

• Experience managing people across one or more teams, ideally working with large, distributed Internet-facing systems.
• Proven expertise in leading the delivery of machine learning projects to production.
• Phenomenal communication skills, both written and verbal.
• Refined prioritization skills, you are able to focus your time and energy where it’ll have the most impact.
• A dedication to continual development.
• Collaborative, upbeat work ethic where you can take ownership and have fun.

Preferred

• Previous experience delivering ML products, or in ML operations (MLOps).
• Experience with recent tooling around LLM evaluation and monitoring.
• Experience with either SQL or DBT.

Tech Stack

• Our code is written in Python and Ruby.
• Our servers live in AWS.
• Our local machine learning models rely on Pytorch.
• Our ML pipelines use Airflow and Metaflow.
• Our data is stored in S3, RDS My
  SQL and Snowflake.
• Our services and models are deployed to Kubernetes using Docker.
• Heavy usage of LLM technology from multiple providers.

About Zendesk

Zendesk builds software for better customer relationships and empowers organizations to improve customer engagement and better understand their customers. It has more than 100, 000 paid customer accounts in over 150 countries and is based in San Francisco.

Hybrid: In this role, you will be required to attend our local office for part of the week. The specific office schedule will be determined by the hiring manager.

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 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.