Technical Product Manager

Job Description

Technical Product Manager — Audit, Traceability & Observability

About the role

Join the Action Builder team at Zendesk as a Technical Product Manager focused on Audit, Traceability, and Observability. You’ll define and deliver foundational capabilities that ensure every Action executed by our engine is visible, traceable, and auditable empowering reliability, compliance, and faster incident response across the platform. This is an early-career PM role with high impact and strong cross-functional ownership.

What you’ll do

• Own the product roadmap and delivery for audit logging, traceability, and observability features for the Action Builder engine.

• Define clear product requirements, success metrics, and release plans based on customer needs, legal/compliance requirements, and operational risk.

• Partner closely with engineering, SRE/observability, security, and legal/privacy teams to design and ship robust logging, event traces, and monitoring instrumentation.

• Translate telemetry and logs into actionable features: searchable audit trails, distributed traces, error context, retention/archiving, and role-based access to audit data.

• Prioritize and scope technical work (schema design, instrumentation, sampling, storage/retention, API access) while balancing performance and cost.

• Develop dashboards, alerts, and runbooks that reduce time-to-detect and time-to-resolve for Action Builder incidents.

• Act as the product owner in sprint ceremonies; write epics and acceptance criteria; validate delivery with QA and customers.

• Engage with internal customers (support, Trust & Safety, Compliance) and external customers when needed to gather feedback, validate value, and drive adoption.

• Define data governance patterns for audit/traceability data (retention, anonymization, exportability) to meet privacy and compliance needs.

You’ll be successful if you have

• 3+ years product management or related experience (software, DevTools, platform or observability products). This is an entry/junior PM role; we value curiosity and execution skill.

• Strong technical literacy with distributed systems, event-driven architectures, or platform engineering (enough to partner with engineers and SREs).

• Familiarity with observability concepts and tooling: logging, metrics, tracing (OpenTelemetry/OpenTracing), monitoring (Grafana, Prometheus, Honeycomb, New Relic, Datadog, Splunk — familiarity with any is a plus).

• Understanding of audit and compliance needs (audit trails, immutable logs, retention policies, RBAC), and basic data privacy concepts (GDPR, PII handling).

• Comfortable with data analysis — able to read and interpret telemetry, define meaningful metrics, and use SQL or analytics tools to validate hypotheses.

• Excellent written and verbal communication skills; can write clear PRDs, user stories, and customer-facing documentation.

• Strong collaboration skills and the ability to influence without authority across engineering, security, and support teams.

Nice-to-have

• Experience with Action/Automation platforms, workflow engines, or low-code builders.

• Experience instrumenting services for observability, or prior SRE/ops experience.

• Knowledge of event schema design, schema evolution, or streaming systems (Kafka, Kinesis).

• Exposure to product analytics tools (Heap, Amplitude) or data visualization tools.

• Familiarity with cloud logging/archival services (S3, BigQuery, Snowflake) and cost/retention trade-offs.

Please note that Zendesk can only hire candidates who are physically located and plan to work from Karnataka or Maharashtra. Please refer to the location posted on the requisition for where this role is based.

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.

The intelligent heart of customer experience

Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.

Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.

As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law.

Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here.

Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request.