Senior Manager, Software Engineering

We're growing our Reliability team leadership We're looking for a Senior Manager in the APAC region to lead our APAC team, as we continue to invest in our observability & reliability practices at Zendesk

As a Senior Engineering Manager, you will help grow and lead a remote first team while partnering with Product Management to craft and complete our roadmap. You will own functional areas of our roadmap and build key collaborations with teams and leaders in the region.

You’ll ensure team happiness and performance while keeping them focused on high impactful reliability initiatives. You will utilize both your leadership and technical expertise to partner with, guide, educate, enable and empower hardworking engineering teams throughout Zendesk to successfully observe and monitor the behavior of their systems and services. This is a hugely impactful role since you can’t fix and improve what you can’t see and measure

**What you’ll be doing**
- Recruit, onboard, support, mentor and retain hardworking engineers
- Participate in designing, developing, and evolving Reliability at Zendesk scale
- Define and own the team’s roadmap in partnership with the Technical Leads and Product Manager
- Define processes that improve the delivery, risk management and cost management of the team
- Encourage innovation within the team and work on constantly improving the wellbeing and efficiency of the team
- Aware of when things are "right" or "wrong" and are able to optimally communicate and influence requirements
- Analyze the shortcomings of existing systems and propose alternatives

**What you bring to the role**

Required:

- 5+ years of people management and experience of managing people managers
- Active listening skills and empathy towards your team members while building trust and providing continuous feedback to the team
- Ability to bring the team together on common objectives and use collaborative approaches when making decisions
- Experience leading within the Reliability, Observability and/or dev-ops domains
- Experience designing, improving and operating large scale distributed systems
- The ability to lead, partner, and collaborate cross functionally across a large engineering organization from a centralized position

Preferred:

- Experience leading SRE, reliability or dev-ops focused teams
- Experience operating high scale telemetry systems with message bus and log aggregation systems, public cloud, and Kubernetes
- Growth mindset to continually improve and driven by curiosity

**Tech Stack**
- We operate on AWS
- Our code is mostly written in Ruby, Go, some Python, and is deployed on Kubernetes
- Our data stores are mainly AWS Aurora (MySQL), S3, and stream through Kafka
- We don’t require previous experience with this exact technology stack and will help guide you on what we know, but need folks that have experience with distributed systems

**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.