Posted a month ago by


San Francisco, CA, United States
Employment: Full Time Experience: Senior

Zendesk is going through a positive transformation to make our products more resilient and reliable. In order to do that, we need to make sure we’re accurately monitoring and observing the behavior of our services, infrastructure, and overall ecosystem. That’s where you come in! We need you to standardize and implement how observability and monitoring is done at Zendesk. Then work with teams to adopt these standards while baking them into tooling for plug and play goodness. The SRE organization is relatively new at Zendesk so it’s an exciting time to join and put your fingerprint on reliability engineering at Zendesk. You will have huge impact in the success of Zendesk by helping raise everyone’s observability and monitoring bar through self-service tooling and bootstrapping teams to empower successful ownership of their services.

What you'll get to do everyday:
  • Design, develop, evolve, and be responsible for the observability vision and framework at Zendesk
  • Provide and institute proven practices around observability and instrumentation
  • Build necessary tooling to lower the barrier of entrance for engineering teams to plug in and enjoy the benefits of observability
  • Work with teams to identify their SLIs and provide measurements against their SLOs
  • Provide guidance to engineering teams on how to leverage observability and proactively resolve issues before they become incidents
  • Build, deploy, and provide production support for any services you own
  • Analyze the shortcomings of existing systems and propose alternatives
  • Chip in on other reliability initiatives like production readiness, code delivery, architectural and software design discussions
Characteristics and Proclivities:
  • Curiosity for the unknown and not stopping until you have a solid understanding
  • Passionate about automating manual tasks and processes
  • Do you equally value empathy, communication, and technical skills?
  • Do you care deeply about observability and know how and when to make trade-offs?
  • Are you laser focused on the needs of internal and external customers?
  • Do you feel great satisfaction from helping and empowering others?
  • 7+ years experience in a SWE and/or SRE role
  • Experience with observability of distributed systems running in Kubernetes on AWS
  • Proficient in Ruby, Scala, Python, and/or Go
  • Experience architecting, improving, and operating large scale distributed systems
  • Experience building for and supporting a polyglot programming and datastore environment
  • A proven track record of driving cross-functional initiatives to completion
  • Can debug complex problems across the whole stack


  • Experience with Datadog, New Relic, PagerDuty, and ELK
  • Successfully worked with teams distributed around the globe
  • Deep understanding of Linux system internals and analytical tools

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. Based in San Francisco, Zendesk has operations in the United States, Europe, Asia, Australia, and South America. Learn more at

Interested in knowing what we do in the community? Check out the Zendesk Neighbor Foundation to learn more about how we engage with, and provide support to, our local communities.

Individuals seeking employment at Zendesk are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, or sexual orientation.

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