Senior Software Engineer (Observability)

Zendesk is a company that powers billions of customer service conversations and offers a hybrid working model with offices worldwide, including Krakow, Poland.

• 5+ years of software engineering experience with at least 3 years focused on observability, SRE, or monitoring.
• Hands-on experience with observability tooling such as Datadog, Grafana, Prometheus, OpenTelemetry, or equivalent.
• Experience building telemetry for ML/AI systems or demonstrated understanding of model monitoring concepts including drift detection, prediction quality, and inference telemetry.
• Strong knowledge of distributed systems and cloud-native environments including Kubernetes and AWS.
• Production coding skills in at least one of: Go, Python, or Ruby to build instrumentation, services, and automation.
• Experience designing telemetry pipelines at scale, including retention/cost tradeoffs and data validation.
• Practical experience defining SLOs/SLIs and tuning alerting to be actionable and low-noise.
• Strong communication skills to lead enablement, write clear playbooks, and influence cross-functional stakeholders.
• Eligibility to work in Poland.

Nice to have:

• Experience with modern observability tools and platforms such as OpenTelemetry for ML, Jaeger, Jaeger+OTel, Seldon, MLflow, Feast.
• Experience with Datadog for APM and model telemetry at enterprise scale.
• Knowledge of data privacy and security considerations for telemetry including PII handling, encryption, and retention policies.
• Prior experience onboarding acquired teams or driving cross-region enablement and training.

• Architect, build, and operate end-to-end observability for metrics, traces, and logs including telemetry pipelines, dashboards, storage/retention policies, and alerting.
• Build LLM/AI observability primitives.
• Deliver reusable instrumentation templates, SLOs/SLIs, dashboards, and alerting bundles for critical AI paths.
• Instrument services and libraries (OpenTelemetry or equivalent); provide developer-facing libraries and patterns to ensure consistent telemetry across services.
• Onboard and upskill acquired and existing EMEA teams by creating playbooks, running training sessions, and enabling teams to adopt observability best practices and shared tooling.
• Coordinate closely with Reliability/SRE, Platform, Security, and Cost teams to ensure telemetry is secure, privacy-compliant, cost-efficient, and scalable.
• Reduce toil by automating repetitive tasks and improving developer experience for observability (CI integrations, auto-provisioned dashboards, alert templates).
• Drive cross-team alignment on telemetry schemas and naming conventions.
• Participate in on-call rotations and provide timely operational support when incidents occur.
• Influence roadmap and practices through technical proposals, design reviews, and cross-functional collaboration.

• Eligibility to work in Poland is required.
• The role requires attendance at the local office part of the week as part of a hybrid work model.
• Artificial intelligence or automated decision systems may be used to screen or evaluate applications.
• Zendesk is an equal opportunity employer and provides reasonable accommodations for applicants with disabilities.