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Senior Machine Learning Engineer
Zendesk
- London, England, United Kingdom
- London, England, United Kingdom
About
Zendesk’s people have one goal in mind: to make Customer Experience better. Our products help more than 125,000 global brands (AirBnb, Uber, JetBrains, Slack, among others) make their billions of customers happy, every day.
Our team is dedicated to providing a state‑of‑the‑art retrieval‑augmented generation (RAG) platform across multiple channels—including customer service bots, email, and search. In collaboration with ML scientists, we deliver high‑quality AI products leveraging the latest tools and techniques, and serve them at a scale that most companies can only dream of. We’re passionate about empowering end‑users to quickly find answers to their questions, and helping our customers make the most of their knowledge base.
What You’ll Be Doing
Deliver AI‑powered capabilities to our customers at Zendesk scale using the latest in LLM technology.
Work closely with Product Management, ML Scientists and other ML Engineers to define feature scope and implementation strategies.
Mentor junior team members, as well as pair with more experienced colleagues to foster mutual learning.
Support our deployed services to ensure a high level of stability and reliability.
Contribute to discussions regarding technical design and best practices.
Write clean and maintainable code to meet the team’s delivery commitments.
Key Challenges
How do we best expand our RAG platform to handle new use cases?
How do we optimize our system for both speed and cost‑efficiency?
How do we incorporate multiple sources of context to improve the accuracy of our generated answers?
How do we make the best use of rapidly evolving LLM technologies?
And many more!
Basic Qualifications
4+ years developing machine learning systems in Python.
Solid understanding of architecture and software design patterns for server‑side applications.
Experience with managing and deploying cloud services with a cloud provider (AWS, GCP, Azure).
Experience building scalable and stable software applications.
Collaborative and growth mindset, with a commitment to ongoing learning and development.
Self‑managed and agile, with the ability to problem‑solve independently.
Excellent communication skills, both written and verbal.
Preferred Qualifications
Experience with using LLMs at scale.
Experience in designing and implementing RAG systems.
Experience with managing and deploying cloud services with AWS.
Proven experience making data‑driven engineering decisions; formulating hypotheses, conducting experiments, and analyzing results.
Tech Stack
Python (primary language) with some Ruby components.
Runs on AWS.
Data stored in RDS MySQL, Redis, S3, ElasticSearch, Kafka, and Athena.
Services deployed to Kubernetes using Docker; Kafka for stream processing.
Infrastructure health monitored using Datadog and Sentry.
Benefits
Team of passionate people who love what they do.
Exciting opportunity to work with LLMs and RAG, rapidly evolving fields in AI.
Ownership of product features at scale, making a significant impact for millions of customers.
Opportunity to learn and grow.
Possibility to specialize in areas such as security, performance, and reliability.
Flexibility to maintain a healthy work‑life balance.
Flexible working hours.
Professional development funds.
Comfortable office and a remote‑friendly environment.
About Zendesk Zendesk builds software for better customer relationships. It empowers organizations to improve customer engagement and better understand their customers. Zendesk products are easy to use and implement. They give organizations the flexibility to move quickly, focus on innovation, and scale with their growth. More than 100,000 paid customer accounts in over 150 countries and territories use Zendesk products.
Based in San Francisco, Zendesk has operations in the United States, Europe, Asia, Australia, and South America.
Zendesk is an equal opportunity employer and is committed to fostering diversity and inclusion in the workplace. Individuals seeking employment 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.
By submitting your application, you agree that Zendesk may collect your personal data for recruiting, global organization planning, and related purposes. Zendesk’s Candidate Privacy Notice explains what personal information Zendesk may process, where Zendesk may process your personal information, its purposes for processing your personal information, and the rights you can exercise regarding Zendesk’s use of your personal information.
Equal Opportunity Employment Zendesk is an equal opportunity employer and is proud of its ongoing efforts to foster global diversity, equity, and 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. If you are based in the United States and would like more information about your EEO rights under the law, please click here.
Job Details
Seniority level: Mid‑Senior level
Employment type: Full‑time
Job function: Engineering and Information Technology
Industry: Software Development
Location: London, England, United Kingdom
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Languages
- English
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