Staff Software Engineer

About the job

Job Description Staff Software Engineer (Full-stack) – Admin Experience Location: Pune, India - Hybrid | Full-Time Join Zendesk and Shape the Future of IT Service Management Zendesk is building a next-generation IT Service Management (ITSM) platform to help organisations streamline internal operations, modernise IT workflows, and enhance service delivery across the enterprise. As part of this ... initiative, we are assembling a new Change Management team that will design, build, and evolve the change request and approval framework that drives IT process reliability and compliance. We are looking for a Staff Software Engineer to serve as the primary technical leader for this team. This role offers the opportunity to drive the architecture, execution, and technical roadmap for our change management capabilities and lead the development of highly scalable, automated workflows that integrate seamlessly across the Zendesk ecosystem. If you are passionate about building impactful service management features, enabling operational excellence, and driving platform extensibility, this is the role for you. What You’ll Do Drive Engineering Excellence & Innovation: • Independently drive the system design, development, testing, and deployment of high-quality, efficient software solutions. • Work across multiple core development teams and disciplines to architect reliable, secure, performant, extensible, and scalable solutions for enterprise customers. • Make high-impact technical decisions and effectively communicate rationale to engineering teams and stakeholders. • Ensure code quality, maintainability, and scalability, adhering to best practices and industry standards. • Contribute to the evolution of Zendesk’s architecture, helping to modernize our custom data platform while improving extensibility and performance. • Develop and integrate event-driven architectures, ensuring real-time service execution tracking, automation processing, and rule-based workflow execution. Collaborate & Deliver High-Impact Solutions: • Work closely with Product Managers, Designers, and Engineering Leaders to drive the execution of the technical strategy. • Proactively identify and mitigate potential issues in development, testing, or delivery stages. • Participate in application improvement discussions, project initiatives, and feature design to drive continuous enhancements. • Build reusable components and code that improve development efficiency and consistency. • Participate in code reviews, providing constructive feedback to maintain high engineering standards. • Own end-to-end delivery, ensuring features are shipped with high quality, reliability, and performance. Mentor, Guide, and Strengthen the Team: • Mentor, pair with, and provide deep technical guidance to senior and principal engineers to foster continuous learning and growth. • Promote a learning culture within the team, ensuring equal opportunities for skill development. • Conduct research and introduce best practices to enhance team efficiency and innovation. • Participate in on-call rotations after an initial training period, ensuring system reliability and uptime. • Lead common agile development ceremonies, contributing to process improvements. • Show strategic forward-thinking and provide technical leadership to drive near-to-mid-term platform success (1-2 years). What We’re Looking For Required Qualifications: • 12+ years of experience in full-stack software engineering, with expertise in building enterprise-scale SaaS or large web applications • 10+ years of experience working with JavaScript and TypeScript, as well as frameworks like React and Redux. • Strong backend expertise in Ruby on Rails or similar object oriented backend languages, with experience designing high-scale API-driven service management architectures. • Experience of Integrating and optimizing Large Language Model (LLM)–based features, enabling intelligent workflows and automation along with prompt engineering knowledge • Experience with testing libraries such as Cypress, Jest, and React Testing Library. • Deep experience working with REST APIs, designing and implementing scalable data layers. • Proven ability to own, drive, and deliver complex, large-scale enterprise software solutions. • Strong experience with version control tools, CI/CD pipelines, and modern development workflows. • Experience leading and mentoring teams of engineers while collaborating closely with Design, Product, and Engineering counterparts. • Expertise in multi-tenant SaaS architecture, ensuring backend scalability, data integrity, and structured service workflow extensibility. • Ability to operate autonomously and drive projects forward with minimal oversight. • Excellent problem-solving, critical thinking, and collaboration skills. • Strong verbal, written, and interpersonal communication skills in English. Tech Stack You’ll Work With • Backend: Ruby, Ruby on Rails, MySQL • Frontend: JavaScript, TypeScript, React, Redux, GraphQL • DevOps & Monitoring: DataDog, CI/CD tools • Cloud & Infrastructure: AWS, Kubernetes (nice-to-have) Why You Should Apply • Make a real impact: Your work will power thousands of businesses and millions of customer interactions worldwide. • Work with a top-tier engineering team, solving complex problems at a global scale. • Work on impactful projects: Help organizations model, automate, and streamline their internal service offerings. • Grow your career: We invest in leadership development, mentorship, and learning opportunities. • Enjoy flexibility: Hybrid-friendly culture with strong work-life balance. Please note that Zendesk can only hire candidates who are physically located and plan to work from Karnataka or Maharashtra. Please refer to the location posted on the requisition for where this role is based. Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.

Requirements

• JavaScript
• TypeScript
• React
• Redux
• Ruby on Rails
• REST APIs
• CI/CD
• AWS

Qualifications

• 12+ years of experience in full-stack software engineering
• 10+ years of experience working with JavaScript and TypeScript

Preferred Technologies

• JavaScript
• TypeScript
• React
• Redux
• Ruby on Rails
• REST APIs
• CI/CD
• AWS

About the company

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.