Team Lead, Software Engineer (Support Platform SRE: Capacity & Performance)

Published date Posted on Indeed on Dec 26, 2021 (30 d ago)

Zendesk's first and most heavily used product is Zendesk Support and as Zendesk aspires to continue growing its set of large-scale customers Engineering needs to ensure we continue to meet the scaling demands these customers bring. Zendesk has built top-notch organizations in our Foundation (generalized infrastructure) and SRE orgs to scale up all of our products; now we are building a team to specifically handle the Support Platform’s performance and capacity concerns. The plan is hire this manager who will operate as an IC in this problem space for a few months to understand it and then build out a team over the course of 2022 to add more throughput to what the team is capable of. This team’s objectives take a Support product biased angle towards our top 2 Engineering Principles:

  • Reliability if our top priority

  • Plan for Zendesk scale

This team’s focus will be on immediate to medium-term scalings needs for the Support product. The team will be a mix of: Firefighting to get customers back up and running when their accounts are under pressure. Enhancing our observability and warning systems to respond to brewing problems before they become incidents. Proactively analyzing near–term product performance cliffs and remediating them before they impact performance. Medium-term product and technology improvements that can help our customers and teams avoid common pitfalls that get accounts into problematic edge cases.

This team will work with similarly minded teams working towards common scaling goals such as: Our corporate-level Capacity team, doing all of the same work but generalized for all of our products and systems. The Ticketing Enterprise team, doing the same work but specifically for ticketing. The Support Data Infrastructure team, focused on long-term capacity concerns. The Agent Workspace Capacity & Performance team, as our front-end counterpart. This role will help make sure all of our resources are pulling in the same direction, working on what’s most important and not duplicating effort across them.

What you’ll be doing:
  • Be the first-line response to Support Platform’s scaling and capacity issues. Do some sleuthing to understand where problems are coming from then implement/offer the business ways to remediate and prevent it from happening again. (This doesn’t mean constantly on-call, on-call expectations are currently 1 week per quarter on duty).

  • Identify scaling hotspots in the Support product and infrastructure and add safeguards to keep our systems operating at Zendesk standards

  • Make adjustments to the product and how our customers use and interact with it so that we enable others to avoid getting themselves stuck in unideal scenarios.

  • Propose and implement solutions to make onboarding Enterprise customers into our ecosystem a no-touch operation for Support Engineering.

  • Champion what you value most, intra-team and company-wide. We believe combining different perspectives gets us to the optimal solution.

What you bring to the role:
  • 4+ years of software engineering experience

  • 2+ years experience with large-scale website traffic, preferably Ruby on Rails

  • 2+ years experience with relational databases at large-scale, preferably MySQL

  • 1+ years of experience leading a team of people, preferably in an official people-management capacity

  • Expertise with observability tooling, preferably DataDog.

  • Expertise with Git & Github.

What would be nice to have:
  • Expertise in NoSQL databases, specifically DynamoDB.

  • Expertise with distributed architectures using Kafka.

  • Experience administering cloud systems, specifically AWS


About Zendesk - Champions of Customer Service
Zendesk started the customer experience revolution in 2007 by enabling any business around the world to take their customer service online. Today, Zendesk is the champion of great service everywhere for everyone, and powers billions of conversations, connecting more than 100,000 logos with hundreds of millions of customers over telephony, chat, email, messaging, social channels, communities, review sites and help centers. Zendesk products are built with love to be loved. The company was conceived in Copenhagen, Denmark, built and grown in California, taken public in New York City, and today employs more than 4,000 people across the world. Learn more at

We believe in service. Learn more about how we provide support to our local communities with volunteering, grants and product donations.

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. If you are based in the United States and would like more information about your EEO rights under the law, please click here.

U.S. Applicants Only: Consistent with Zendesk’s emphasis on employee wellness and our shared interest in public health, Zendesk requires all U.S. employees to provide proof of full vaccination against COVID-19. Zendesk will consider accommodations for reasons recognized by applicable law. Zendesk prohibits discrimination and will not tolerate discrimination based on a person’s disability, physical or mental conditions, religion, or any other status protected by law.

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 with your specific accommodation request.

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 over Zendesk’s use of your personal information.

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