Staff Machine Learning Engineer
Core
Building and scaling AI-powered full-text search and agentic RAG bots for Zendesk's global customer experience platform.
Role type
Staff Machine Learning Engineer (Search & RAG)
Builds
High-scale search platform and RAG bots serving millions of customers across multiple channels.
Domain
Customer Experience (CX) / Search / Generative AI
Deliverable
production ML models | product features
Required skills
Python, Ruby, server-side architecture, scalable software design, hypothesis formulation, experiment design, result analysis
Preferred skills
Search solution design, Elasticsearch optimization, AWS cloud services, event-driven distributed architecture, Kafka
Technologies
PyTorch, AWS, MySQL, Redis, S3, ElasticSearch, Kafka, Snowflake, Kubernetes, Docker, Datadog, Sentry
Responsibilities
Deliver AI capabilities using LLMs, define feature scope with Product/Science teams, mentor junior engineers, support deployed service stability, optimize indexing pipelines, enhance search ranking and hybrid retrieval strategies
Seniority
Staff, hands-on IC with mentorship
