Job Description Zendesk’s people have one goal in mind: to make Customer Experience better. Our products help more than 145,000 global brands (AirBnb, Uber, JetBrains, Slack, among others) make their billions of customers happy, every day. Our team is responsible for 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. As an Engineering Manager you are leading all aspects of a cross-functional team that is responsible for end-to-end delivery of the RAG platform e. You will demonstrate your management expertise to steer the team, while ensuring alignment to credible engineering practices. You ensure that top-level ML-powered products built on top of your team’s systems are deployed and maintained efficiently at scale, suitable cost, and with measurable quality. You'll work with different partners (Engineering, Product, Architects and Scientists) to ensure your team's roadmap is aligned with company strategy and the team is shipping architecturally sound software at a regular cadence. What you’ll be doing Lead a team of experienced Engineers, offering direction and assistance at every stage of the lifecycle of the project. Collaborate with existing leadership to continually improve software delivery and service reliability. Maintain exceptional service levels on your team’s products and services. Lead the recruitment of new team members and facilitate a speedy, engaged interview and on-boarding process. Have quality 1:1s with your team members focusing on their performance, growth and well-being. Create a diverse and inclusive working environment where people can thrive. What you bring to the role Experience managing people across one or more teams, ideally working with large, distributed Internet-facing systems Background in medium/large companies: understanding the interconnections between various teams and features is vital for success in this role Proven expertise in leading the delivery of ML-powered products to production (mandatory) Phenomenal communication skills, both written and verbal Refined prioritization skills: you are able to focus your and the team’s times and energy where it’ll have the most impact A dedication to continual self-development Collaborative, upbeat work ethic where you can take ownership and have fun Tech Stack Our code is largely written in Python, with some parts in Ruby Our servers live in AWS Our machine learning models rely on PyTorch and Tensorflow Our ML pipelines use Torchserve, Metaflow, AWS Batch Our data is stored in S3, RDS MySQL, Redis, ElasticSearch, and Aurora Our services are deployed to Kubernetes using Docker, and use Kafka for stream-processing What we offer Full ownership of the projects you work on. Exciting opportunity to work with LLMs and RAG (retrieval augmented generation), rapidly evolving fields in AI Ownership of the product features at scale, making a significant impact for millions of end-users Team of passionate people who love what they do. Exciting projects, ability to implement your own ideas and improvements. Opportunity to learn and grow. Where We Work: We're rapidly growing our teams in Lisbon, Portugal, Krakow, Poland and Berlin, Germany. We have exciting next-generation ML-powered products that are already in use by customers in the banking and finance area, online and offline retailers, and even national postal services. You will work with a driven team, passionate about delivering the right experience to end-users using sophisticated and pioneering ML technology. #LI-AO1 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. 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. 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.