Director, Software Engineering

2 weeks ago

Melbourne, Victoria, Australia Zendesk Full time
Job Description

Zendesk is a service-first CRM company that builds powerful, customizable software designed to improve customer relations. At Zendesk, we encourage growth, innovation and believe in giving back to the communities we call home.

Who are we looking for:

We are looking for an experienced engineering leader for the Core Services group in Melbourne, Australia. This Director of Engineering role will be leading teams that are mission critical to our Account and Team Domains with scrum teams located in Melbourne, Australia and Pune, India.

The ideal candidate will have experience building technical teams, scaling management teams, and driving their success while building consensus and alignment throughout the company. They should have previously proven success as the leader of dynamic, passionate teams that love to code and build highly scalable mission critical backend services while still being able to deliver important new initiatives that move Zendesk forward as a whole.

What you get to do every day:

  • Lead a team of managers and engineers who are building products and features that own the Account and Team Domains at Zendesk. Account Domain is the single source of truth for all accounts, plan and product holdings. Team Domain owns the entitlements (permissioning) of agents, admins and end users of Zendesk customers. Our services are written in Scala, Ruby on Rails and are run on AWS.
  • Instill and foster an organisational culture of inclusivity, trust, and performance while anchoring on feedback and other guiding principles
  • Work closely with leaders in Engineering, IT, Marketing, Product and Program Management located around the world in various Zendesk offices to align on strategy and lead efforts that deliver reliable products
  • Work with the existing management to continually improve delivery, grow the team responsibly, and ensure team happiness.
  • Communicate progress and key decisions broadly within the organisation.
  • Mentor managers, engineers by working closely with them on Development plans, providing regular feedback.
  • Work closely with local Melbourne leadership as needed since this role is a senior leadership role in the Melbourne office.

What you'll bring to the role:

  • You are currently or have been in a Director of Engineering role or equivalent with prior experience managing managers. This is not your first rodeo since this role calls for an experienced leader
  • You were a software engineer in the past and can competently lead highly technical teams. We do not expect this leader to write code on a day to day basis but they need to be able to understand what the team is working on at a deep technical level that is only possible having had some of this prior experience personally as well.
  • You have a track record of building high-performing, self-sufficient teams. This could be from hiring the right talent to mentoring & growing it internally
  • You are experienced, comfortable and calm
  • Experience with Large-scale cloud architecture preferably in a SaaS environment
  • Experience leading and working with a globally distributed engineering team. Zendesk is a global company and while your direct teams are based in APAC, your partner teams might be based in the US or EU.
  • Exceptional communication skills
#LI-ESKD

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.

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. We advocate for digital first customer experiences—and we stick with it in our workplace. Over 5,000 employees worldwide are collaborating from kitchen tables, home offices, coworking spaces, and Zendesk workspaces to make one team.

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 with your specific accommodation request.

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