Engineering Manager

Zendesk•Madison, WI

1d•Hybrid

About The Position

Join us at Zendesk, where we're on a mission to power exceptional service for every person on the planet. We're accelerating that ambition by building products rooted in AI, automation, and intelligent customer experiences, because behind every interaction lies an opportunity to make a human connection. We’re seeking an experienced Engineering Manager to lead the Authentication team within Core Services Engineering. In this role you’ll own delivery for authentication security capabilities used across Zendesk products and services — including SSO, MFA, login flows, Admin Center security settings, OAuth/API tokens, session management, and abuse prevention. You’ll ensure these systems are secure, reliable, and scalable while enabling great customer experiences. You will play a vital role in growing Zendesk’s access management platform: coordinating a distributed team across US and Europe, partnering with Product, Security, Architecture, Legal, and leadership, and influencing cross-org architecture, risk posture, and operational excellence for authentication and abuse mitigation. This is a high visibility role with opportunity for growth.

Requirements

8+ years software engineering experience and 2+ years managing engineering teams.
Experience building and operating high-scale services and APIs in production environments.
Familiarity with identity and access management industry standards: SSO (SAML, OIDC), OAuth2, MFA, session/token management, account lifecycle, abuse/fraud mitigation patterns.
Excellent communication skills, both written and verbal - you can represent your organization's work to senior leadership and communicate trade-offs clearly.
Candidates must be comfortable using AI-powered tools to increase engineering productivity (e.g., code assistance, test generation, incident analysis), understand risks and limitations of AI in security contexts, and be able to lead responsible, risk-aware adoption of Agentic AI for authentication use cases.

Nice To Haves

Prior experience operating and scaling identity and access management systems in a production environment
Data-driven decision maker: you are adept at using data to prioritize work and influence stakeholders.
Familiarity with backend languages/platforms commonly used for identity services (e.g., Go, Java/ Kotlin, Node) and cloud providers (AWS/GCP).
Experience with privacy and compliance frameworks relevant to authentication (SOC2, ISO, GDPR).
Track record of completing complex zero-downtime systems migrations in a production environment.

Responsibilities

Lead and operationally manage the Authentication organization responsible for core authentication and access management services, including login systems, single sign-on (SSO), multi-factor authentication, OAuth tokens, administrative security settings, and abuse mitigation features.
Define and execute the team roadmap and priorities to reduce risk, improve reliability and latency, and enhance customer authentication experience.
Drive operational excellence: establish and refine SLAs/SLOs, observability, automated testing, incident response, and postmortems to reduce MTTR and improve service health.
Partner with Product, Security, Architecture, and Legal to translate requirements into secure, testable designs and threat models; influence cross-org auth strategy and policy.
Coach and grow engineering talent (individual contributors and tech leads); hire and retain engineers aligned to team needs; foster an inclusive, collaborative culture.
Make technical tradeoffs and participate in architecture decisions for distributed access management systems, capacity planning, and scaling throughput.
Coordinate resource planning and delivery across time zones to meet quarterly and long-term goals.