Zendesk is looking for a Senior Analyst to join our Abuse Prevention Engineering team! The team is made up of motivated and result-focused engineers and data analysts who are crafting and building out services to protect our customers from fraud and abuse.

We are looking for an independent thinker who excels at collaboration, values teamwork, and can work independently as part of a global distributed team.

Our work is quite varied and often overlaps, so we'd like to find someone who is comfortable with ambiguity, calm under pressure, and can see multiple issues through to completion.

You will work to understand and investigate customer and third-party complaints, so having experience in customer or technical support will be beneficial.

The role requires confidence in making decisions and escalating issues.

You’ll use your data analysis skills to answer complex questions and identify patterns of abuse using a variety of data sources, including logs and large databases, so previous experience working with big data is valued.

We interact with many different parts of the company, which gives us the opportunity to work on many different issues related to fraud and abuse. Building relationships and collaborating with other engineering teams to help customers is an important part of the role.

What you’ll be doing

• Join a creative, enthusiastic team that is responsible for identifying and responding quickly to abuse incidents.
• Use data to explain abuse trends and uncover new abuse patterns.
• Collaborate with engineers as we develop ML models to tackle sophisticated abuse challenges.
• Work closely with Zendesk's Advocacy team as a domain expert and point of escalation for abuse issues.
• Develop subject matter expertise in areas like email security, data analysis and reporting, log analysis and monitoring.

What you bring to the role

Ideally you’ll have several of these skills in addition to being highly motivated to get things done.

Customer support

Experience in technical or customer support, communicating directly with customers, vendors, or engineering teams.

Trust and safety

Previous experience with an abuse prevention or security team.

Technical/Analyst

• Writing and adapting SQL queries, especially in a big data environment using systems like Bigquery and Athena
• Facility in a unix shell, building pipelines to filter and summarize data
• Experience using a scripting language for data processing or building command line utilities for automation
• Writing and debugging regular expressions for data matching and extraction
• Using Jupyter notebooks for data analysis
• Practical experience with logging systems like DataDog, Kibana, or Splunk
• In-depth knowledge of email processing, headers, SPF, DKIM, DMARC, ARC

Tech Stack

• Athena, Bigquery, MySQL
• Python, Jupyter, Sagemaker, Ruby/Rails
• Datadog, Splunk, Terraform, Cloudflare