Group Technical Product Manager, Foundation Engineering

Zendesk San Francisco , CA 94118

Posted 2 weeks ago

Job Description:

We have recently combined our Operations and Infrastructure Engineering teams into a new Foundation Engineering team who are responsible for building and maintaining the platform upon which Zendesk Engineers build products for our customers.

With over 500 engineers at Zendesk and 100 on the Foundation team, we are at the point where we need a Product Management function within the team to ensure that we're building the things that are most valuable to our "customers" (the engineers at Zendesk). Currently much of the PM function for the Foundation team lies with our technical architects and engineering managers. Your job will be to help augment them in this area, and dive deep with 1-2 teams. You will be partnering with Zendesk GM and partners to ensure Foundation team projects and technology roadmaps are aligned with the business needs. You will ensure Zendesk engineering teams are using existing Foundation team tooling and infrastructure effectively and building scalable long term technology architecture.

A big focus for this role will be helping to guide the Foundation team's transition from a request-based interaction model with the rest of the organization to a truly self-service model. We envision a future where the Foundation team is responsible for building infrastructure, then allowing any engineer in the company to make changes via the tools/products (APIs/Interfaces/SDKs) we provide. In a few years we anticipate there will be more than 1,000 engineers at Zendesk, and we need to become more efficient to ensure we're not blocking teams from building phenomenal products for our customers.

The Foundation engineering team is made up of the following teams:

  • Cloud

  • Edge

  • Compute

  • Storage

  • Analytics

  • Data Center & Network

You will find yourself regularly:

  • Listening & engaging with our global engineering team and key partners (GM, Product Managers and technical leaders) to ensure that we're always focused on delivering the most value to the business.

  • Conducting research into existing and potential future solutions.

  • Working through deeply technical problems and distilling them into requirements.

  • Aligning with the corporate and team strategies to develop both short and long-term roadmaps based on customer feedback and data.

  • Working with engineering managers to make the right prioritization decisions.

  • Taking engineering managers and engineers along for the journey as your conduct research and capture feedback.

  • Communicating direction and progress to the broader organization.

  • Directing the creation and maintenance of documentation, guides, and tutorials.

  • Working with a team of passionate technically minded individuals.

You can demonstrate:

  • 3+ years working as a Product Manager, Technical Program Manager or equivalent capacity on infrastructure focused products.

  • 4+ years of Software Engineering or Systems Engineering experience.

  • Experience in building or managing systems software components like data storage and caching systems.

  • Experience working with a globally distributed team.

  • Strong communication skills, both written and oral, and an ability to listen and understand root needs.

  • Experience developing products with a focus on reliability, scalability, and interoperability.

  • An understanding of systems thinking and an ability to anticipate and plan for failure.

  • An ability to travel quarterly to work with the global teams.

  • Natural leadership. You know how to influence people to get things done across any job function. People love working with you.

Zendesk builds software for better customer relationships. It empowers organizations to improve customer engagement and better understand their customers. Zendesk products are easy to use and implement. They give organizations the flexibility to move quickly, focus on innovation, and scale with their growth.

More than 100,000 paid customer accounts in over 150 countries and territories use Zendesk products. Based in San Francisco, Zendesk has operations in the United States, Europe, Asia, Australia, and South America.

Interested in knowing what we do in the community? Check out the Zendesk Neighbor Foundation to learn more about how we engage with, and provide support to, our local communities.

Zendesk is an equal opportunity employer, and we're proud of our ongoing efforts to foster diversity & inclusion in the workplace. Individuals seeking employment 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, physical or mental disability, military or veteran status, or any other characteristic protected by applicable law.

By submitting your application, you agree that Zendesk may collect your personal data for recruiting, global organization planning, and related purposes. Zendesk's Candidate Privacy Notice explains what personal information Zendesk may process, where Zendesk may process your personal information, its purposes for processing your personal information, and the rights you can exercise over Zendesk's use of your personal information.

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Group Technical Product Manager, Foundation Engineering