Job Description

Company Description

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.

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.

Job Description

As a Staff Engineer - Systems , you will focus on building and architecting next-generation platform services for Freshworks with your strong background in distributed systems and mentor your team to achieve this.You will have an opportunity to redefine customer experiences by building systems that are milli-second efficient, always available and working at internet scale. If you are the kind of engineer who is passionate about building systems, have a good eye for analysis and a mind that can think outside the box, we want to talk to you. Do you wanna take on solving some cool and complex Distributed-Systems/Big-Data problems at scale?

At Freshworks 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.

The very purpose of the Freshworks 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.

Our System engineers build the APIs / Services / Features to support these complex scenarios and seamlessly scale and perform for current and future rapid growth we are experiencing.

We work in solving some of the problems as common platform/foundation-services engineering where we take on problems across products from building SSO, Containerization, Reliable deployment working in Agile mode. Our engineering takes pride in delivering some inspiring and fresh experiences for our customers and their business/customers.

As a Staff Systems Engineer you will design, architect and implement multi-tier (DB, services, and the web) software applications, and document, test, fix and enhance systems when needed. In your agile team, you will closely work with engineers, architects, managers, design, QA and operations teams, and create solutions that meet business requirements.

You will spend most of your time developing clean code with limited abstraction. In this role, you will also lead and mentor team members across functions. You will also be implementing and supporting compliance to Freshworks compliance and information security processes.

Responsibilities :

Platform teams tend to be small but self-sufficient. You will have a large scope of responsibilities. They also tend not to have any QA or Ops personnel.

• Plan and execute goals, proven track record Independently able to design and develop a production quality system
• Represent your team and successfully manage execution as you coordinate with other teams across Freshworks
• Mentoring other engineers in the team
• Set the standards for coding, testing
• Provide constructive feedback through code-reviews
• Guide engineers in their design tasks
• Strong opinions on engineering best practices
• Report to Senior Managers and play a key role in tech initiatives
• Assist with roadmap planning, scoping, implementation 
• Good communication skills — document, present, and defend engineering proposals to other architects.
• You will own systems that take high scale and are capable of scaling to greater heights
• Able to research and provide guidance on technology choices
• Ensure 99.99% availability of your production systems 

Must haves :

• Overall 9-13 years of Experience
• Should have a good knowledge of OOPS concepts.
• Must be comfortable with Design Patterns and SOLID principles
• Strong testing habits, passionate towards unit testing and TDD.
• Extensive experience in Agile methodologies
• Expertise in one or more programming languages like Java, C, C++, C#, Ruby, Python, Golang Good understanding of data structures
• Strong understanding of HTTP and REST principles
• Must have experience with Inter-Process Communication — this can be Unix IPC, SOAP Web Services, or microservices.
• Strong documentation skills — translate product requirements into feasible technical implementation descriptions
• Strong track record with handling Production workloads and issues
• Strong CI/CD experience
• Strong with devops practices
• Detailed infra knowledge of popular internet serving applications
• Good understanding of multithreading and concurrency primitives
• Experience with multi-tenant systems
• Experience with systems like AWS, GCP, Azure
• Strong design skills
• Good understanding of RDBMS like MySQL, PostgreSQL, MSSQL, OracleDB
• Strong knowledge of git
• Strong analytical and problem solving skills
• Prior experience leading a team
• An automate-everything mindset

Good to have :

• Experience with NoSQL technologies like Mongo, CassandraDB, DynamoDB
• Supporting Production issues brought up by end customers
• Experience using static code analyzer tools like SonarQube, Rubocop, checkstyle
• Experience using APM tools like DataDog, NewRelic Expertise in Java
• Knowledge of the licensing models offered by various technologies such as Open Source, proprietary, Open Core, hybrid.
• Understanding of security and compliance standards such as PCI DSS, OWASP, HIPAA, HITECH, GDPR, CCPA.
• Create compelling technical blogs
• Experience presenting at technical conferences a plus
• Experience deploying production services across multiple regions
• Patents and track record of innovation
• Experience evaluating technologies and negotiating them with their vendors
• Experience collaborating with solution architects

Additional Information

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.