Security Operations Engineer

Job Description

Security Operations Engineer

Job Description

Zendesk is a global leader in AI-first customer service and employee service software, renowned for its powerful yet customer-friendly solutions. At Zendesk, we believe in building better customer relationships through our suite of products that are smart, flexible, and reliable.

We are looking for an experienced security professional to join our growing Cyber Security team. This role is ideal for someone who combines strong technical investigation skills with sound judgment, clear communication, and a genuine interest in improving how security operations work.

The Security Operations Engineer helps protect Zendesk, its products, and its customers by monitoring, investigating, and responding to security threats. The role combines hands-on security operations with threat hunting, incident response, cloud security, DLP investigations, and the continuous improvement of security tools, processes, and automation.

This is a hybrid role based in the Pune office.

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.

What you’ll be doing

• Join Zendesk’s global team of cyber responders.
• Serve as a primary incident responder addressing critical security alerts and incidents across enterprise infrastructure, product offerings, and client environments.
• Leverage enterprise security platforms to perform threat analysis, examine security incidents, and execute daily operational response workflows.
• Conduct proactive threat hunts to identify visibility gaps and support deeper investigations.
• Analyze Data Loss Prevention alerts, assess data-exfiltration risks, and assist with complex forensic analysis.
• Collaborate with audit and compliance partners to respond to regulatory inquiries.
• Lead cross-functional tabletop simulations by partnering with key internal stakeholders.
• Stay current on emerging threats and attacker tactics. Analyze tactics, techniques, and procedures (TTPs) observed in security events across devices and end-user systems.
• Lead or manage technical cybersecurity investigations, including triage, scoping, containment, and documentation.
• Contribute to the development and operation of automation and orchestration tools that reduce manual effort and improve response consistency.
• Leverage artificial intelligence responsibly to enhance security orchestration, accelerate investigation workflows, and assist with building AI capabilities.
• Collaborate with Security Engineering partners to enhance operational monitoring, threat detection, and incident response mechanisms.
• Collaborate with the Threat Intelligence team and broader security community to build relationships and share knowledge.
• Partner with internal stakeholders and business partners to explain major security incidents and implement actionable risk mitigation strategies.
• Demonstrate adaptability by taking on expanding responsibilities and working effectively in dynamic, rapidly evolving environments.
• Join Zendesk’s global cyber security on-call rotation to support continuous response operations.
• Provide regional coverage across APAC through scheduled operational shifts, currently spanning 6:00 a.m.-3:00 p.m. IST and 9:00 a.m.-6:00 p.m. IST, on a rotational basis.

What you bring to the role:

• Bachelor's degree in Computer Science or a related field
• 7+ years of experience in cybersecurity, SOC, incident response, or threat hunting
• Strong analytical and problem-solving skills, with the ability to interpret security metrics, user behavior, and event patterns.
• A team-first and collaborative approach.
• Excellent written, verbal, and presentation skills, with the ability to explain complex investigations, incidents, cyber threats, and recommended actions clearly to business stakeholders.
• A strong security and analytical mindset, with the ability to think strategically about evolving threats to a customer-service platform, including risks introduced by AI and automation.
• Experience with Security Information and Event Management (SIEM), Security Orchestration, Automation and Response (SOAR), and other log-aggregation tools such as QRadar, Splunk, or ArcSight.
• Experience investigating Data Loss Prevention (DLP) and User and Entity Behavior Analytics (UEBA) alerts, with a good understanding of network, proxy, firewall, cloud, Windows, and macOS logs.
• Good understanding of cloud infrastructure and cloud security alerts.
• Cybersecurity certifications such as CEH, CHFI, or AWS Certified Security Specialist,Microsoft Azure - SC-200, Google Professional Cloud Security Engineer are a plus. Certifications such as GCIH, GPEN, GCFR, GREM, GCFA, CISSP, or CISM are an added advantage.
• Hands-on experience building automated security workflows and AI-powered security capabilities is highly desirable.

About Zendesk - Champions of Customer Service

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 while also giving our people the flexibility to work remotely for part of the week.

Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to fosterglobal 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, pleaseclick 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 [email protected] with your specific accommodation request.

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 [email protected] with your specific accommodation request.