Senior Manager, Engineering & Integration Shared Services

Job Description

Zendesk is seeking a highly skilled and experienced Senior Manager of Engineering & Integration Shared Services to lead our engineering initiatives across our SaaS platforms. This pivotal role will oversee the development and management of integration shared services, focusing on enterprise data orchestration, automation and integration solutions that enhance our operational efficiency. The ideal candidate will have a strong background in engineering, particularly in ETL and reverse-ETL platforms like HighTouch, Fivetran and iPaaS tools like Workato. Additionally, this candidate has experience developing with AWS serverless technologies. This position requires a strategic leader who can inspire and manage a distributed team across the globe, fostering a culture of innovation and excellence.

The Senior Manager, Engineering & Integration Shared Services is a member of the Enterprise Architecture & IT Shared Services team within Zendesk’s CIO organization. This position will report directly into the Senior Director, Enterprise Architecture & IT Shared Services. 

Responsibilities:

• Manage the Engineering & IT Shared Services team, ensuring alignment with Zendesk’s strategic objectives and operational goals

• Lead, mentor and grow a team of software engineers, promoting a culture of learning and professional growth within a distributed workforce

• Oversee the design, development and support of scalable, reliable orchestration services  and SaaS solutions using PaaS and iPaaS platforms like Workato, AWS, HighTouch, Fivetran, and Snowflake

• Ensure best practices in DevOps (e.g. code reviews, CI/CD, containerization) are followed while ensuring high-quality deliverables and continuous improvement within the team

• Own and grow Zendesk’s Automation Center of Excellence  

• Manage project timelines, resource allocation and execution for multiple concurrent projects or product releases, ensuring projects are delivered on time and within scope

• Guide technical decision-making and help resolve complex engineering challenges 

• Drive hiring and onboarding of new team members

• Ensure delivery of high-quality, maintainable code while collaborating with Security and Compliance teams to manage audit readiness and incident response. 

Qualifications and Attributes:

• Bachelor’s degree in Computer Science, Engineering, Information Technology, or a related field. A Master’s degree is preferred.

• Strong background in Java, node.js, python programming languages and frameworks

• 8+ years of experience in engineering management, with a strong focus on designing and deploying independent, modular micro services and low-code, no-code systems.

• Proven experience leading distributed teams and managing global projects in a fast-paced environment.

• Strong understanding of automation tools and platforms, particularly Workato, AWS, HighTouch, Fivetran, and Snowflake.

• Excellent problem-solving skills and a strategic mindset, with the ability to make data-driven decisions.

Preferred Skills:

• Experience with Agile methodologies and project management frameworks.

• Strong communication and interpersonal skills, with the ability to collaborate effectively with diverse teams and stakeholders.

• Familiarity with data integration, ETL processes, and data warehousing concepts.

• Knowledge of industry best practices in software development, cloud architecture, and IT service management.

• Passion for technology and innovation, with a drive to stay current with industry trends and advancements.

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.