Staff Software Engineer

Job Description Staff Software Engineer - Platforms Location: Manila, Philippines About the Role The Staff Software Engineer - Platforms role represents the intersection of modern software engineering and Site Reliability Engineering (SRE) practices. As a critical member of our Platforms team, you will architect and build the foundational infrastructure that powers Zendesk’s complete product portfolio while enabling seamless integration experiences for our partners and customers worldwide. In this role, you will lead technical initiatives to design, scale, and optimize cloud infrastructure using a DevOps-first approach. You will drive operational excellence across our global infrastructure, championing automation, reducing operational overhead, and continuously seeking opportunities to enhance system reliability and developer productivity. Key Responsibilities Infrastructure Architecture: Design, implement, and maintain highly available, scalable, and fault-tolerant infrastructure supporting Zendesk’s global operations across multiple regions. Automation & Infrastructure as Code: Drive infrastructure automation initiatives using IaC principles, eliminating manual processes and ensuring reproducible, version-controlled infrastructure deployments. Reliability Engineering: Establish and enhance observability frameworks, alerting mechanisms, and incident response procedures to maintain exceptional system reliability and performance. CI/CD Pipeline Development: Architect and optimize continuous integration and deployment pipelines to accelerate software delivery while minimizing deployment risks and system downtime. Cross-functional Collaboration: Partner with product engineering, security, and compliance teams to deliver robust, secure, and compliant infrastructure solutions that meet business requirements. Technical Problem Solving: Diagnose and resolve complex infrastructure and application challenges, employing systematic approaches to minimize customer impact and prevent recurrence. Incident Leadership: Lead critical incident responses, facilitate post-incident reviews, and drive implementation of preventive measures to strengthen system resilience. Technical Innovation: Research and evaluate emerging technologies, tools, and best practices in cloud-native architectures, DevOps, and SRE to maintain competitive technical advantage. Required Qualifications Experience 5-6 years of progressive experience in DevOps, Site Reliability Engineering, Platform Engineering, or Operations Engineering roles Demonstrated experience managing large-scale, mission-critical infrastructure in globally distributed environments Technical Expertise Expert-level proficiency with major cloud platforms (AWS, GCP, or Azure) Advanced knowledge of Infrastructure as Code tools and patterns (Terraform, CloudFormation, Pulumi) Production experience with container orchestration platforms (Kubernetes) and containerization technologies (Docker) Hands-on expertise with modern CI/CD platforms (Jenkins, GitHub Actions, GitLab CI/CD, ArgoCD, or equivalent) Deep understanding of observability and monitoring ecosystems (Prometheus, Grafana, Datadog, OpenTelemetry, ELK/EFK stack) Strong programming and scripting capabilities in Python, Bash, Go, or similar languages Comprehensive knowledge of cloud networking, security frameworks, and cloud-native architectural patterns Professional Skills Exceptional analytical and problem-solving abilities with systematic approach to complex technical challenges Excellent written and verbal communication skills with ability to articulate technical concepts to diverse audiences Proven ability to lead technical initiatives and mentor engineering team members Experience operating effectively in distributed, remote-first organizational structures Work Environment Hybrid Work Model: This position follows a team-based hybrid approach, combining the benefits of in-office collaboration with remote work flexibility. You will be expected to work from our Manila office on designated days each week, with the specific schedule determined in collaboration with your hiring manager. Our hybrid model is designed to optimize team connection, collaborative problem-solving, and knowledge sharing while providing flexibility for focused individual work. About Zendesk 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. Equal Opportunity Employment 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 [email protected] with your specific accommodation request. Document Information - Position Title: Staff Software Engineer - Platforms - Location: Manila, Philippines - Department: Engineering - Platforms - Work Arrangement: Hybrid - Document Created: July 15, 2026 #LI-ML12 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. As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law. 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 [email protected] with your specific accommodation request.