Engineering Manager

Job DescriptionZendesk’s people have one goal in mind - to make the customer experience better. Our products help more than 170,000 global brands (like Discord, Calm, and Skyscanner) to make their billions of customers happy, every day. Our engineering team works at a scale that most companies only dream about, and where the challenges start to get seriously exciting. In fact, our global engineering team is one of the most widely dispersed in the world, with people across nearly every continent. This means you will get a chance to do cool things with a diverse bunch of people while working in an office that is home to some of Zendesk’s most loved products.Who are we looking for?The ideal candidate will have experience building technical teams, and driving their success while building consensus and alignment with external stakeholders outside the team. They should have previously proven success as the leader of dynamic, passionate teams that love to code and build highly scalable mission critical backend services while still being able to deliver important new initiatives that move Zendesk forward as a whole.Note: This is a hybrid role, combining remote and on-site work, requiring 3 days in the office, and relocation to Pune.Who you could be working withYou’ll be part of a high-performing team responsible for building the Zendesk Platform and API strategy for the new AI era. At Zendesk, we are redefining the future of customer and employee service. As our enterprise customers build increasingly complex, AI-driven, and highly customized digital experiences, the demand for absolute flexibility has never been higher.The Zendesk AI-native Platform is at the epicenter of this evolution. We are responsible for decoupling Zendesk’s core business logic, ticketing infrastructure, and AI capability layers from the traditional user interface, transforming Zendesk into a world-class, API-first, developer-centric engine.As the Engineering Manager for this team, you won’t just be maintaining APIs; you will be architecting the foundational, high-throughput, low-latency infrastructure that powers customer service across the web, mobile apps, proprietary systems, and modern AI orchestration layers.What you’ll get to do each dayLead a team of around 10 engineers who are building products that are critical for an "AI Integrations Platform" vision.Instil and foster an organizational culture of inclusivity, trust, and performance while anchoring on feedback and other guiding principlesWork closely with leaders in Engineering, Product and Program Management to align on strategy and lead efforts that deliver reliable productsWork with the existing management to continually improve delivery, grow the team responsibly, and ensure team happiness.Communicate progress and key decisions broadly within the organization.What you bring to the roleYou are currently or have been in an Engineering Manager role or equivalent with experience managing one or more teams of engineers...