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About the Role

Zendesk is seeking a Staff Machine Learning Engineer to enhance the search platform powering Zendesk. This role involves delivering AI-powered capabilities using LLM technologies, collaborating with cross-functional teams, and mentoring junior engineers. The engineer will contribute to solving complex challenges in RAG platform expansion, hybrid search integration, result ranking, indexing pipeline optimization, and leveraging evolving LLM technologies.

Responsibilities

Delivering AI-powered capabilities to customers at Zendesk scale using latest LLM technologies
Working closely with Product Management, ML Scientists and fellow Engineers to define feature scope and implementation strategies
Mentoring junior team members and pairing with experienced colleagues
Supporting deployed services to ensure a high level of stability and reliability
Writing clean and maintainable code
Contributing to discussions regarding technical design and best practices

Requirements

Proficiency in programming languages such as Python or Ruby, along with experience in relevant testing frameworks
Solid understanding of architecture and software design patterns for server-side and web applications
Collaborative and growth mindset, with a commitment to ongoing learning and development
Self-managed, dedicated approach with the ability to work independently
Experience building scalable and stable software applications
Ability to formulate hypotheses, conduct experiments, and analyze results to inform engineering decisions
Experience in designing, implementing, and optimizing search solutions, ideally leveraging Machine Learning techniques and Elasticsearch
Experience with managing and deploying cloud services with AWS
Experience with event-driven, distributed architecture using Kafka

Skills

Python
Ruby
Machine Learning
LLM technologies
RAG (retrieval-augmented-generation)
Elasticsearch
AWS
Kafka
PyTorch
Kubernetes
Docker
Datadog
Sentry

Location

Poland

Work Type

Hybrid

Experience Level

Staff

Salary/Compensations

zł392,000.00-zł588,000.00

Benefits

Bonus
Benefits
Related incentives

About the Company

Zendesk’s people have one goal in mind: to make Customer Experience better.
Our products help more than 145,000 global brands make their billions of customers happy, every day.
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.
Zendesk believes in offering our people a fulfilling and inclusive experience.
Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.

Equal Opportunity

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.