Applied ML Scientist

Zendesk software powers billions of customer service conversations globally. The role is part of the Enterprise Machine Learning team within the Enterprise Data & Analytics department, focusing on applying machine learning and statistical modeling to drive business decisions and outcomes.

• 3–5 years' experience in applied machine learning, data science, or related field
• BA/BS in Computer Science, Statistics, Mathematics, or a related quantitative discipline; advanced degrees welcomed
• Strong foundations in statistical modeling and machine learning methods such as regression, classification, survival analysis, causal inference, and uplift modeling
• Experience training models on real-world datasets with feature engineering and validation strategies
• Experience working with unstructured data using embeddings, fine-tuning, or learned representations, understanding LLMs as modeling tools
• Strong production-grade Python programming skills, including tests and clean abstractions
• Strong SQL skills and experience with cloud data warehouses, preferably Snowflake
• Experience deploying and monitoring models in production (batch or real-time)

Nice to have:

• Experience with experiment design, A/B testing, and causal inference
• Experience with orchestration tools such as Airflow or dbt
• Experience with AI-assisted development workflows like Claude Code, Cursor, or Copilot

• Train, evaluate, and deploy models to predict and explain revenue-related outcomes such as churn, expansion, and engagement
• Design and run experiments to link customer signals with business results
• Build production ML pipelines for continuous learning, retraining, validation, and scalable prediction serving
• Work with large volumes of structured and unstructured data, including support tickets and product feedback
• Use LLMs and deep learning techniques like embeddings, fine-tuning, and text feature extraction
• Define and track model performance, monitor drift, and measure business impact
• Own models end-to-end from prototype through production deployment and maintenance
• Partner with product and engineering teams to embed intelligence in user decision-making
• Translate model outputs into actionable insights for sales, success, and product teams
• Collaborate with stakeholders to prioritize modeling work based on business impact

Artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications. Zendesk is an equal opportunity employer committed to global diversity, equity, & inclusion. Reasonable accommodations are made for applicants with disabilities.