Portugal - Lisbon - Office, Portugal Hybrid Full-time

Zendesk is hiring a Staff Software Engineer - Ruby

About the Role

As a Staff Software Engineer, you will play a pivotal role in shaping the technical direction of systems that power intelligent, customer-facing features at scale. Your work will directly influence how machine learning capabilities are integrated into production-ready experiences, balancing innovation with reliability.

What You'll Do

  • Guide architectural decisions across multiple engineering teams, ensuring systems are robust, maintainable, and aligned with long-term goals.
  • Collaborate closely with machine learning engineers and scientists to productionize ML features, focusing on seamless integration and real-world usability.
  • Design and own complex, cross-service systems—from concept through deployment—and refine them based on operational feedback.
  • Champion initiatives that improve performance, scalability, cost efficiency, and developer velocity across the engineering organization.
  • Partner with Product Management and Design to align technical strategy with product objectives and customer needs.
  • Support the growth of engineers through hands-on mentorship, code and design reviews, and by modeling strong engineering practices.
  • Serve as a technical liaison between product engineering and data science, enabling effective collaboration and pragmatic decision-making.

Requirements

  • Minimum of 10 years building and maintaining large-scale, public-facing distributed systems, with proven leadership in technical architecture.
  • Deep expertise in Ruby; familiarity with Python is strongly preferred.
  • Extensive experience with cloud platforms (AWS), containerization (Docker, Kubernetes), and modern CI/CD pipelines.
  • Solid understanding of RESTful APIs, event-driven systems (e.g., Kafka), and distributed data storage solutions.
  • Experience shipping cross-team initiatives from idea to production, with a focus on execution over theory.
  • Ability to work effectively with ML teams—understanding model serving, LLM integration patterns, and the operational needs of ML-powered features.
  • Strong command of SQL and data infrastructure, including data pipelines, query optimization, and analytics workflows.
  • Skilled at making forward-looking technical decisions in ambiguous environments and adapting to shifting priorities.
  • History of mentoring engineers and raising technical standards across teams.

Benefits

  • Hybrid work model with a balance of in-office collaboration and remote flexibility. The specific schedule is set by the hiring manager.
Required Skills
RubyPythonAWSDockerKubernetesRESTful APIsevent-driven architectureKafkaCI/CDdistributed systemsS3RDS MySQLSnowflakedbtMetaflow RubyPythonAWSDockerKubernetesRESTful APIsevent-driven architectureKafkaCI/CDdistributed systemsS3RDS MySQLSnowflakedbtMetaflow
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About company
Zendesk
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.
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Job Details
Department AI Copilot
Category backend
Posted 7 days ago