Note: The job is a remote job and is open to candidates in USA. Zendesk is hiring a Senior Staff–level technical leader to own detection, mitigation, and governance of abuse stemming from AI agents across Zendesk’s products and customer integrations. The role involves designing secure agent architectures and collaborating with various teams to prevent AI agent-enabled abuse.
Responsibilities
- Lead threat modeling for AI agent features, integrations, and APIs (prompt injection, jailbreaks, data leakage, automated workflow abuse)
- Maintain an evolving attacker playbook specific to AI agents
- Design and prototype mitigation controls (e.g., input/output sanitization, provenance tracing, policy gates, token/session lifetimes, capability scoping, sandboxing)
- Work with Platform, Product, and SDK teams to bake secure defaults into agent SDKs, apps, and API flows
- Build anomaly detection rules, telemetry, and behavioral analytics to surface anomalous agent activity and abuse patterns
- Partner with security teams to instrument key signals and automate high-confidence containment actions
- Act as a subject-matter expert for investigations involving AI agents; define containment, eradication, and customer communications playbooks
- Collaborate with Legal/Privacy for compliance, Product for roadmap trade-offs, and Customer Success for mitigation support
- Represent Zendesk in industry forums on agent safety/security and contribute to standards/best practices where appropriate
Skills
- 10+ years of professional experience in cybersecurity, software engineering, or ML security with demonstrable hands-on experience
- Deep understanding of application/API security, OAuth/token lifecycle, session management, and modern auth patterns
- Practical experience with LLMs/agents: understanding of prompt engineering risks, injection attacks, and mitigation approaches for model-based systems
- Strong track record leading cross-functional technical initiatives and influencing product decisions
- Excellent communication skills — can translate technical risk into product, legal, and business terms
- Experience at a SaaS company with a customer support platform
- Experience with incident response and forensic investigations involving data exfiltration or API abuse
- Prior role building agent safety, trust & safety, or ML security programs
- Background in privacy, compliance frameworks (SOC2, GDPR), or experience working with Legal/Compliance
- Advanced degree in CS, Security, or related field and/or relevant certifications (OSCP, CISSP, etc.)
Benefits
- This position may also be eligible for bonus, benefits, or related incentives.
- 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.
- 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.
- 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 [email protected] with your specific accommodation request.
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