About Freshworks

Freshworks makes it fast and easy for businesses to delight their customers and employees. We do this by taking a fresh approach to building and delivering software that is affordable, quick to implement, and designed for the end user. More than 50,000 companies -- from startups to public companies -- around the world use Freshworks software-as-a-service to enable a better customer experience ]CRM) and employee experience (ITSM, HRSM). Headquartered in San Mateo, California, Freshworks has a dedicated team operating from 13 global locations to serve 50,000+ customers including Bridgestone, Chargebee, DeliveryHero, ITV, Klarna, Multichoice, OfficeMax, TaylorMade and Vice Media.

Freshworks transforms the way world-class organizations collaborate with customers and co-workers. The suite includes Freshdesk (omni-channel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshteam (HR management system). Freshworks has received numerous accolades including 2019 Startup of the Year form Economic Times, #16 ranking on the Forbes’ Cloud 100 list and #22 on the Battery Ventures/Glassdoor Best Places to Work in 2020. Our suite of products has also been recognized by analysts including the Gartner Magic Quadrants for CRM Customer Engagement, IT Service Management and Sales Force Automation.

While Freshworks has had incredible organic growth over the last few years, the company also has made targeted acquisitions that add critical capabilities to the portfolio including Natural Language Processing, Chatbots, Machine Learning, Social and Messaging Transformation. Freshworks has raised over $400 million in capital and is funded by Accel, CapitalG, Sequoia Capital and Tiger Global Management. More information is available at www.Freshworks.com.

At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose and passion, irrespective of their background, gender, race, sexual orientation, religion or ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, our communities and our business.

About the role: Freddy AI for CX SRE team includes expert Software and System engineers who are custodians of Availability, Scalability and Performance of the SaaS products. We build tools and frameworks to monitor, load test and sometimes build full platform features that other products' use. We undertake architecture reviews and help the individual product teams to identify performance bottlenecks. We tend to look at the application from a system perspective bottom up rather than top-down. Our engineers have the freedom to pick the challenges that they work on and own the task to completion.

Roles and Responsibilities:

● Strong software development skills in any one of the technologies (Python,Ruby,Java  etc.,)

● Flag down potential performance issues at the development stage

● Provide technical assistance and ensure performance SLA are met

● Ability to derive and define NFR goals (SLIs, SLOs) and requirements

● Experience in APM/tracing tools and work collaboratively with development teams to

● enable quicker resolution of performance issues.

● Ability to deep-dive and find root cause for performance and scalability issues in

● production/non-prod environments

● Undertake system level debugging in Linux independently

● Mentor the juniors on performance engineering areas and debugging

● Collaborate and work closely with the product engineering team to share knowledge,

● tools, and best practices on performance engineering and scalability areas

● Knowledge on internal technologies such as load balancers, firewalls and database  servers

● Broad technical and working knowledge on Kubernetes, docker, Windows, Linux,

● Prometheus, Grafana. Expert knowledge on telemetry configuration and alerting

● Bring in automation practice wherever applicable

● Experience building and scaling large-scale performance services

● Ensuring availability, scalability and resilience of our SaaS platform and services

Requirements:

● 7-12 years of experience in design, development and architecture

● Experience with open source load testing tools such as Apache JMeter, httperf etc  and APM, infrastructure monitoring tools like SumoLogic, NewRelic and  AppDynamics.

● Working knowledge in any one of the cloud platforms (AWS, Azure, GCP)

● Software automation development skills (at least one) – Python, GO, or Java.

● Experience in working with SQL/NOSQL databases

● Passionate about performance, reliability, scalability and resilience

● A self-starter, able to architect, build, drive and advocate for Snow SRE solution

● Proven ability to work with multiple teams and multi-task and prioritising

Any Programming Language, Monitoring tools (Prometheus, Grafana, ELK Stack), Performance engineering, python

All your information will be kept confidential according to EEO guidelines.

At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business.