Join Zendesk, a global leader in improving customer experience. As a Principal Machine Learning Engineer, you will work closely with scientists, engineers, and product managers to research and build effective machine learning applications, enabling AI capabilities like macro suggestions for admins and semantic search. You will be a part of a passionate team dedicated to empowering customer experience teams.

In this role you can expect to have the responsibilities:

• Pair with applied ML scientists to learn about the technology stack and architecture
• Collaborate with ML teams to research, build, and improve efficient AI solutions for customer support
• Solve challenging problems using recent ML techniques, including neural networks and information retrieval
• Support productionizing ML techniques and design for scale
• Present work to a global, multi-disciplinary audience
• Stay up to date with recent literature on Machine Learning and Natural Language Processing and share knowledge internally
• Champion initiatives to enhance the quality and robustness of Zendesk's AI capabilities
• Mentor junior colleagues and set a high standard for applied research at Zendesk

This role comes with the following benefits:

• Ownership of the product features implemented
• Opportunity for significant impact
• Join a team of passionate individuals
• Exciting features and room to implement your own ideas
• Opportunity for learning and growth
• Specialization in areas like security, performance, and reliability
• Flexibility in working hours
• Professional development funds
• Comfortable office environment and remote work setup
• Premium Medical Insurance and Private Life Assurance

This role requires you to have:

• MSc degree in computer science, electrical engineering, math, or related areas
• Strong foundation in statistics and machine learning techniques
• Good programming skills in Python
• Experience with at least one of the main deep learning libraries, preferably PyTorch

You would benefit from having:

• PhD degree in computer science, electrical engineering, math, or related areas
• Knowledge and experience with Natural Language Processing (NLP), specifically generative language models and information retrieval
• Practical LLM experience, including RAG, fine-tuning, and model pertaining

Zendesk is dedicated to fostering diversity, equity, and inclusion in the workplace, providing equal opportunities to applicants and employees. They strive to accommodate individuals with disabilities and offer a flexible hybrid work model, combining in-person collaboration with remote work.