Job Description
Who we’re looking for:
The ‘Zendesk Analytics Prototyping’ (ZAP) team is chartered to evolve Zendesk’s business intelligence framework with a focus on AI data, measurement, and ROI insights. We build fine-grained, highly curated, contextually rich datasets capturing every facet of Zendesk’s support operations—both human- and AI-driven—and develop measurements and insights that reflect the true value delivered by AI applications to our customers and their end users. Once prototyped and validated, these metrics and insights are operationalized internally and delivered externally through customer-facing reports.
We’re seeking a Staff Front End Engineer with a passion for developing intuitive, data-rich reporting experiences that offer actionable Product metrics and insights. In this role, you’ll own the functionality, layout, performance, and user experience of both embedded AI reports and standalone dashboards, serving internal teams and external customers alike. You’ll work in close collaboration with product managers who design the UX and data engineers who curate a semantic layer optimized for reporting, translating requirements into a best-in-class front end. By delivering robust, future-proof reporting interfaces, you will help solidify Zendesk’s position as a market leader in AI-driven customer support.
What you’ll be doing:
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Build and refine intuitive, AI-centric Looker dashboards and embedded reports that translate complex data into actionable insights. You’ll focus on layout, performance, and user experience to ensure a smooth, best-in-class interface.
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Work hand-in-hand with product managers, data engineers, and designers to understand the strategic vision, validate business requirements, and bring analytics-ready data to life in a compelling and scalable front end.
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Transform detailed UX and data specifications into high-quality, maintainable code. You’ll ensure adherence to front-end best practices, optimize for performance, and craft reusable components that can evolve with the product.
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Continuously test, refine, and iterate on reporting interfaces to guarantee fast load times, robust data handling, and a seamless user journey.
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As a Staff-level engineer, you’ll guide junior engineers and peers through code reviews, architecture discussions, and front-end best practices, fostering an environment where innovation and excellence can thrive.
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Keep a keen eye on emerging technologies and front-end frameworks to future-proof Zendesk’s reporting ecosystem. Your work will ensure that as AI products evolve, the reporting layer remains relevant, robust, and scalable.
What you bring to the role:
Basic Qualifications:
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Bachelor’s or Master’s degree in Computer Science, Computer Engineering, or a related technical field (or equivalent practical experience)
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7+ years of front-end development experience building and maintaining high-traffic, production-grade web applications
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2+ years experience building and customizing embedded Looker reports and dashboards
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Deep proficiency in JavaScript, HTML and CSS, with strong knowledge of at least one modern framework (e.g. Vue.js, React)
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Experience with CI/CD and delivery systems (Github Actions, Spinnaker, Jenkins)
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Proven track record of creating responsive, cross-browser compatible interfaces and troubleshooting compatibility issues
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Strong UI/UX focus with an understanding of how to optimize for performance and accessibility
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Experience building dashboards or reporting interfaces with data visualization libraries (e.g. Chart.js, D3), transforming complex datasets into clear and actionable visuals.
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Experience collaborating with back-end teams to integrate front-end solutions with APIs and microservices
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Excellent problem-solving and debugging skills, with a results-oriented mindset and attention to detail
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Understanding of the nuances of delivering a seamless user experience across browsers and devices
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Experience working closely with product managers, designers, and other cross-functional partners
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A team-first collaborative attitude that thrives in a fast-moving agile development environment
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Excellent written and verbal communication skills
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A growth mindset, with the ability to receive and provide constructive feedback.
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A passion for learning, keeping up to date with industry trends, and implementing best practices.
Preferred Qualifications:
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Master’s degree in Computer Science/Information Systems or related field
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Knowledge of design systems and the ability to contribute to component libraries
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Familiarity with Lean/6 Sigma principles and an understanding of CRM analytics.
Our Data Stack:
ELT (Snowflake, dbt, Airflow, Kafka)
FE (React, Typescript, Styled Components, React Testing Library, Webpack, GraphQL)
Infrastructure (AWS, Kubernetes, Terraform, GitHub Actions)
BI (Looker)
#LI-KO1
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.
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.
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.
