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Lead Software Engineer - Site Reliability



Software Engineering
Chennai, Tamil Nadu, India
Posted on Wednesday, June 5, 2024

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. Headquartered in San Mateo, California, Freshworks has a global team operating from 13 global locations to serve more than 65,000 companies -- from startups to public companies – that rely on Freshworks software-as-a-service to enable a better customer experience (CRM, CX) and employee experience (ITSM).

Freshworks’ cloud-based software suite includes Freshdesk (omni-channel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshchat (AI-powered bots), supported by Neo, our underlying platform of shared services.

Freshworks is featured in global national press including CNBC, Forbes, Fortune, Bloomberg and has been a BuiltIn Best Place to work in San Francisco and Denver for the last 3 years. Our customer ratings have earned Freshworks products TrustRadius Top Rated Software ratings and G2 Best of Awards for Best Feature Set, Best Value for the Price and Best Relationship.

Job Description

About the role: 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.

● 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



● 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

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.