Senior Fullstack Software Engineer - AI Copilot

Job Description

At Zendesk, our focus is helping our customers build great relationships with their customers. Founded by three Danish entrepreneurs, Zendesk has experienced remarkable success and growth while maintaining a fun, positive, and down-to-earth culture.

We are looking for a Senior Fullstack Engineer to join our AI Copilot organisation. AI Copilot is a multi-million ARR product that puts AI directly into the hands of customer service agents and administrators.You will lead the design, implementation, testing, and delivery of features spanning React and TypeScript-based UIs and scalable backend services (primarily Ruby), bringing AI-powered solutions to Zendesk’s customers.

We ship to learn: our philosophy is to deliver early, deliver often, and iterate based on real-world customer feedback.

What you'll be doing

• Own delivery of frontend and backend features, from technical design through production release and ongoing iteration.

• Build and maintain performant, accessible UIs and robust backend services, enabling seamless AI-powered interactions for end users.

• Work closely with product managers, designers, and ML engineers to translate requirements into impactful technical solutions.

• Participate in architectural decisions within your team and influence technical direction across teams as experience grows.

• Proactively identify and address technical debt, ensuring high performance, reliability, and maintainability.

• Drive adoption and extension of Zendesk’s design system and component library for frontend consistency.

• Writing backend business logic, optimizing queries, and ensuring system performance and scalability.

• Ensuring quality through backend-focused testing, such as integration and API contract tests.

• Mentor junior engineers through code review, pairing, and knowledge-sharing sessions.

What you bring to the role

Required

• 5+ years of experience in software engineering, with some focus on backend development.

• Adaptability and motivated to help the group on more frontend challenges has required

• Experience in one or more backend languages; working proficiency in Typescript/React is a plus.

• Experience with distributed systems, RESTful APIs, event-driven architectures (e.g., Kafka), and cloud infrastructure (AWS).

• Some experience with SQL and data infrastructure — you can reason about data pipelines, query performance, and analytics.

• Build and maintain performant, accessible UIs and robust backend services, enabling seamless AI-powered interactions for end users

• A track record of owning features end-to-end and delivering them to production with high quality.

• Able to show full ownership and agency, leveraging critical and creative thinking towards intended outcomes within a team or an initiative.

• Strong collaboration skills — you work effectively with designers, other engineers, and product managers.

• Ability to work with uncertainty and the flexibility to pivot with changing priorities.

Preferred

• Experience with Ruby or another language in building scalable backend services and APIs.

• Experience with backend system design, including modular architecture, service boundaries, observability, and distributed systems.

• Experience with SQL and data infrastructure — you can reason about data pipelines, query performance, and analytics.

• Experience with iterative, metrics-driven product development (A/B testing, feature flags, incremental rollouts).

• Some experience with modern frontend architecture or module federation: component-based design, state management, and responsive, accessible interfaces.

• Some experience with frontend testing: unit and integration testing with Jest, React Testing Library, Cypress or equivalent.

• Some knowledge of web fundamentals: browser APIs, performance, accessibility, and cross-browser compatibility.

Tech Stack

• Our backend is mostly written in Ruby and Python

• Our servers live in AWS

• Our ML pipelines use Metaflow

• Our data is stored in S3, RDS MySQL, and Snowflake (with dbt for transformations)

• Our services and models are deployed to Kubernetes using Docker

• Heavy usage of LLM technology from multiple providers

• Our frontend is built with React and TypeScript

• We use Garden, Zendesk's design system, for UI components

• Our admin interfaces use a micro-frontend architecture with module federation

• We use webpack for bundling and pnpm for package management

• We test with Jest, React Testing Library, Cypress, and MSW; we develop components in Storybook

• Feature flags for controlled rollouts

• Error tracking with Sentry and Datadog; analytics with Pendo and Segment:

• Our services are deployed to Kubernetes using Docker on AWS

• Heavy usage of LLM technology from multiple providers via our LLM Proxy

#LI-AO1

The intelligent heart of customer experience

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.

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

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.