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.

The Freshworks product 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 from Economic Times, #10 ranking on the Forbes’ Cloud 100 list and #22 on the Battery Ventures/Glassdoor Best Places to Work in 2020. 

Freshworks has been funded by Accel, CapitalG, Sequoia Capital and Tiger Global Management among other investors, and is now a publicly listed company on NYSE since Sep' 2021. 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 Team

At Freshworks we are building next gen CRM, Support & IT Automation, Sales & Marketing SaaS products/services & related platform/Foundation-services - for the Small and Mid-market customers across the globe. We have about 32K+ customers (Small/Medium size Organizations) across 140 countries, with ~10 SaaS product offerings. We also deal with 20TB of logs/day – where we have some really cool and interesting problems to solve with our Search / Relevance Engineering. We deal with ~1B Messages with ~300K/Min and ~5B conversations with ~6M/Day – where our Chat, Bot and Messaging solutions have to deal with competing with the best in the world. On Data Engineering and Analytics side we have some complex problems to solve with the rate at which we are growing in dealing with challenges like ~5M Db Reads/min, ~700K reqs/Min, 600M users and pushing the limits of Cloud Services

The Freshworks (FW) Engineering Platforms today, broadly serves as a key stakeholder to the FW product teams, developers and the customers. The Freshworks platform enables developers, partners, and customers to customize, integrate, and automate business workflows for support, CRM, and IT use cases. The very purpose of the FW Platforms team is to build efficiency, bring in agility into product development, enable services to scale and improve performance, and thereby provide a seamless experience to our customers. In order to achieve this, the Platforms teams work very closely with our internal stakeholders and align to their goals - the Product teams, the Customer facing teams(Sales, Customer Success, Onboarding teams). Some of the key themes include providing a “Unified Freshworks Experience”, being mid-market ready and providing smart analytics. This group is looking for a Lead Systems Engineer who is a very optimised solution oriented with a vision of the impact of the code in the overall software development life cycle.

What will you be responsible for

● Lead platform focused, scrum teams. Design and develop solutions to complex use-cases and issues. Serve as a technical expert on the design and architecture

● Develop talent and grow your team into a high performing healthy development organization

● You will leverage your leadership to support your team in design, implementation and release of the new experiences you create. Serve as an escalation point for internal customer support and product teams

● As an engineering manager you will be expected to create a healthy and inclusive team culture consistent with Providence Values by modeling, caring and coaching

● Lead strategic planning to achieve business goals by identifying and prioritizing development initiatives that aligns with Freshworks goals

What would your work-week look like

● Develop successful long-term code/service architectures that scales

● Define, measure and monitor the engineering solutions, continuously innovate to provide seamless and modern experience

● Setup solid engineering process and driving engineering excellence i.e. code line management, code reviews & standards, continuous integration/ continuous deployment workflows and tools.

● Review and drive engineering process improvements, make decisions about engineering tools and processes

● Being a technical leader, making decisions without higher level validation and supporting the team.

● 10+ years of Overall experience

● Experience in leading technical teams in software engineering with platform mindset

● Strong experience in leading engineering teams shipping and deploying product to customers

● Passionate with the architectural design of large-scale, Design Patterns & SOLID principles, highly reliable, and highly available, especially around Microservices/API integrations, integrations with 3rd party systems.

● Expertise in one or more programming languages like Java, RDBMS (like MySQL/Oracle), C, C++, C#, Ruby, Python, Golang

● Hands on experience in CI/CD, DevOps

● Cloud/SaaS experience, Infra knowledge of popular internet serving applications in AWS (preferred) or any other cloud and saas providers

● Detailed working knowledge and experience in delivering using Agile process, with strong testing habits, passionate towards unit testing and TDD.

● Excellent problem-solving skills with a solid understanding data structures and algorithms

● Excellent interpersonal skills and can work with teams workings across various remote places

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.