Staff Machine Learning Engineer

Zendesk provides customer experience software powering conversations for over 145,000 global brands. The team focuses on delivering a robust full-text search experience across multiple channels, including help centers and agentic Retrieval-Augmented-Generation (RAG) bots.

Basic Qualifications:

• Proficiency in programming languages such as Python or Ruby and relevant testing frameworks
• Solid understanding of architecture and software design patterns for server-side and web applications
• Collaborative and growth mindset with commitment to learning and development
• Self-managed with ability to work independently
• Experience building scalable and stable software applications
• Ability to formulate hypotheses, conduct experiments, and analyze results

Preferred Qualifications:

• Experience designing, implementing, and optimizing search solutions using Machine Learning and Elasticsearch
• Experience managing and deploying cloud services with AWS
• Experience with event-driven distributed architecture using Kafka

• Deliver AI-powered search capabilities at Zendesk scale using latest LLM technologies
• Collaborate with Product Management, ML Scientists, and engineers to define feature scope and implementation strategies
• Mentor junior team members and pair with experienced colleagues
• Support deployed services ensuring stability and reliability
• Write clean, maintainable code meeting delivery commitments
• Contribute to technical design discussions and best practices

Challenges:

• Expand RAG platform to new use cases
• Integrate and improve hybrid search combining vector embeddings and keyword-based retrieval
• Enhance search result ranking
• Optimize indexing pipeline for speed and cost-efficiency
• Provide a retrieval platform across multiple channels
• Utilize evolving LLM technologies effectively

Applicants may be evaluated using AI or automated decision systems following company guidelines and applicable law. Zendesk is an equal opportunity employer committed to diversity, equity, and inclusion. Reasonable accommodations are provided to applicants with disabilities and disabled veterans upon request.