Hybrid Machine Learning Engineering Manager

at Zendesk

• Job title: Machine Learning Engineering Manager
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Lisbon, Portugal

About the role

• Engineering Manager leading AI/ML infrastructure at Zendesk. Managing a high-performing team and ensuring alignment with company strategy.

Responsibilities

• Lead a high-performing team of AI/ML platform engineers to deliver the core infrastructure powering LLM-based applications.
• Own the design, rollout, and optimization of Zendesk’s LLM Proxy, enabling safe, observable, and cost-efficient access to multiple foundation models.
• Collaborate with existing ML/AI leadership to continually improve software delivery and service reliability.
• Partner with applied ML, product, and infrastructure teams to align platform investments with AI roadmap priorities.
• Establish strong engineering practices around observability, reliability, security, and cost monitoring.
• Foster a team culture that emphasizes mentorship, inclusion, and technical excellence.

Requirements

• Proven experience managing high-performing engineering teams in the ML/AI or infrastructure space.
• Deep understanding of LLM systems, GenAI applications, or ML/AI platform components such as vector databases, serving layers, and orchestration tools.
• Experience owning the full lifecycle of ML/AI platform components—from early design to production deployment.
• Strong communication skills and an ability to influence technical direction across teams and partners.
• A pragmatic mindset: you balance innovation with scalability and performance in enterprise environments.
• A dedication to continual self-development.
• Collaborative, upbeat work ethic where you can take ownership and have fun.

Benefits

• Full ownership of the projects you work on.
• Team of passionate people who love what they do.
• Exciting projects, ability to implement your own ideas and improvements.
• Opportunity to learn and grow.
• Flexible working hours.
• Professional development funds.
• Comfortable office and a remote setup.
• Choice of your laptop and other equipment.
• Premium Medical Insurance as well as Private Life Assurance.