Software Engineer (Backend or Fullstack) – Change Management
Location: Pune, India - Hybrid | Full-Time
Zendesk is building a next-generation IT Service Management (ITSM) platform to help organizations streamline internal operations, modernize IT workflows, and enhance service delivery across the enterprise.
As part of this initiative, we are assembling a new Change Management team that will design, build, and evolve the change request and approval framework that drives IT process reliability and compliance.
We are looking for a Software Engineer to join this team and contribute significantly to developing backend and full-stack features that power change management across the Zendesk ecosystem.
You will work closely with product managers, designers, and senior engineers to build scalable components, intuitive APIs, and seamless user experiences.
If you enjoy solving challenging technical problems, contributing to robust development processes, and building impactful enterprise tools, this is the role for you.
Design and build features and components for enterprise-grade service catalog functionality, supporting structured service request workflows, automated approvals, and request bundling.
Contribute to the implementation of reliable, secure, performant, extensible, and scalable solutions for enterprise customers.
Work on event-driven architectures, building service lifecycle automation, SLA enforcement, and intelligent fulfillment tracking.
Propose and implement technical solutions for features, effectively communicating rationale to the team and stakeholders.
Ensure code quality, maintainability, and scalability by adhering to established best practices and industry standards.
Work closely with Product Managers, Designers, and Engineering Leaders to execute the technical roadmap.
Proactively identify and help mitigate potential issues in development, testing, or delivery stages.
Participate in application improvement discussions, project initiatives, and feature design to drive continuous enhancements.
Build reusable components and code that improve development efficiency and consistency.
Participate in code reviews, providing and receiving constructive feedback to maintain high engineering standards.
Take ownership of assigned features from development through to successful deployment, ensuring high quality, reliability, and performance.
Improve multi-tenant scalability, ensuring that catalog structures, request tracking, and automation flows scale efficiently across enterprise deployments.
Actively participate in code reviews, ensuring high-quality, maintainable, and testable code.
Contribute to agile development processes, helping improve team efficiency and delivery speed.
3+ years of professional experience in backend or full-stack software development, with a focus on structured service modeling, request processing, or automation frameworks.
Proficiency in Ruby on Rails and relational databases such as MySQL/Aurora, with experience in scalable data modeling.
Experience building high-performance, scalable APIs using GraphQL and REST.
Familiarity with software design principles and patterns, including microservices, event-driven systems, and distributed computing.
Strong problem-solving skills, with the ability to troubleshoot complex system issues and optimize performance.
Experience with CI/CD pipelines, automated testing, and DevOps best practices.
Ability to work collaboratively in a cross-functional, fast-paced environment.
Excellent verbal and written communication skills, with the ability to explain technical concepts clearly.
Experience working on enterprise service catalog platforms, ITSM solutions, or structured request management workflows.
Familiarity with service-oriented architectures and automation frameworks.
Experience working with observability tools (e.g., DataDog) and performance optimization methodologies.
Backend: Ruby, Ruby on Rails, MySQL
Frontend: JavaScript, TypeScript, React, Redux, GraphQL
DevOps & Monitoring: DataDog, CI/CD tools
Cloud & Infrastructure: AWS, Kubernetes (nice-to-have)
Make a real impact.
Your work will power thousands of businesses and millions of customer interactions worldwide.
Work with a top-tier engineering team, solving complex problems at a global scale.
Work on impactful projects.
Help organizations model, automate, and streamline their internal service offerings.
Grow your career.
We invest in leadership development, mentorship, and learning opportunities.
Enjoy flexibility.
Hybrid-friendly culture with strong work-life balance.
We’d love to hear from you.
Apply now and help us shape the future of customer experience.
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.