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About the Role

Zendesk is seeking a Senior Staff-level technical leader to oversee the detection, mitigation, and governance of abuse stemming from AI agents across its products and customer integrations. This role requires a blend of offensive and defensive security skills, product understanding, and the ability to drive secure agent architecture and company-wide changes.

Responsibilities

• Lead threat modeling for AI agent features, integrations, and APIs, including prompt injection, jailbreaks, data leakage, and automated workflow abuse.
• Maintain an evolving attacker playbook specific to AI agents.
• Design and prototype mitigation controls such as input/output sanitization, provenance tracing, policy gates, token/session lifetimes, capability scoping, and sandboxing.
• Collaborate with Platform, Product, and SDK teams to integrate secure defaults into agent SDKs, apps, and API flows.
• Build anomaly detection rules, telemetry, and behavioral analytics to identify anomalous agent activity and abuse patterns.
• Partner with security teams to instrument key signals and automate high-confidence containment actions.
• Serve as a subject-matter expert for investigations involving AI agents, defining containment, eradication, and customer communication playbooks.
• Engage with Legal/Privacy for compliance, Product for roadmap trade-offs, and Customer Success for mitigation support.
• Represent Zendesk in industry forums on agent safety/security and contribute to standards and best practices.

Requirements

• 10+ years of professional experience in cybersecurity, software engineering, or ML security with demonstrable hands-on experience.
• Deep understanding of application/API security, OAuth/token lifecycle, session management, and modern authentication patterns.
• Practical experience with LLMs/agents, including understanding prompt engineering risks, injection attacks, and mitigation approaches for model-based systems.
• Strong track record of leading cross-functional technical initiatives and influencing product decisions.
• Excellent communication skills, with the ability to translate technical risk into product, legal, and business terms.
• Experience in a SaaS company with a customer support platform.

Skills

• Cybersecurity
• Software Engineering
• ML Security
• Application Security
• API Security
• OAuth
• Token Lifecycle Management
• Session Management
• Modern Authentication Patterns
• LLMs
• AI Agents
• Prompt Engineering
• Injection Attacks
• Threat Modeling
• Incident Response
• Forensic Investigations
• Data Exfiltration
• API Abuse
• Agent Safety
• Trust & Safety
• ML Security Programs
• Privacy
• Compliance Frameworks (SOC2, GDPR)
• Communication Skills

Location

• US

Work Type

• Hybrid

Experience Level

• Senior Staff
• 10+ years

Education Level

• Advanced degree in CS, Security, or related field
• Relevant certifications (OSCP, CISSP, etc.)

Salary/Compensations

• $240,000.00-$360,000.00

Benefits

• Bonus
• Benefits
• Related incentives

About the Company

• Zendesk software was built to bring a sense of calm to the chaotic world of customer service.
• Zendesk powers billions of conversations with brands.
• Zendesk believes in offering its people a fulfilling and inclusive experience.
• Our hybrid way of working enables purposeful in-person collaboration and learning, with flexibility for remote work.
• Zendesk is on a mission to simplify the complexity of business and make it easy for companies and customers to create connections.
• Our customer experience software unlocks the power of billions of interactions, enabling businesses to build rich, meaningful relationships with their customers.
• Our offices reflect the global cities we call home, with spaces for collaboration, quiet, and events.
• With our hybrid approach, you’ll experience flexibility and connection, collaboration, and learning with your team.

Equal Opportunity

• As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law.
• 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 and employees 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.
• We are an AA/EEO/Veterans/Disabled employer.
• Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law.
• If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request.
• We are aware of an increase in recruitment scams where individuals falsely claim to represent Zendesk.
• These scammers may ask for money or personal information by offering fake job opportunities through e-mail, text message or social media.
• Please verify the source of any job-related communications carefully.
• All official Zendesk communications are conducted through "@zendesk.com" email addresses.
• If you encounter suspicious messages, do not respond and report them to peopleandplaces@zendesk.com