Company Description

Organizations everywhere struggle under the crushing costs and complexities of “solutions” that promise to simplify their lives. To create a better experience for their customers and employees. To help them grow. Software is a choice that can make or break a business. Create better or worse experiences. Propel or throttle growth. Business software has become a blocker instead of ways to get work done.

There’s another option. Freshworks. With a fresh vision for how the world works.

Freshworks Inc. builds uncomplicated service software that delivers exceptional employee and customer experiences. Our people-first approach to AI eliminates friction, helping businesses reduce complexity, lower cost-to-serve, and deliver faster, more human support through enterprise-grade yet easy-to-use CX and IT solutions. Nearly 75,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks to power their Employee Experience (EX) and Customer Experience (CX) operations.

Fresh vision. Real impact. Come build it with us.

Job Description

As a Staff Systems Engineer, you will design, document and implement multi-tier software
applications across databases, services and web layers. You will build APIs, services and
platform features that support complex customer and developer scenarios, while improving
scalability, performance, reliability and deployment velocity. You will work closely with architects,
engineers, product managers, design, QA, operations and customer-facing teams to create
solutions that meet business needs and provide a seamless Freshworks experience.
You will be hands-on in writing clean, maintainable code, troubleshooting critical production
issues in a SaaS environment, and guiding engineering teams through sound technical decisions.
Young and enthusiastic engineers will look up to you for mentorship, code quality, systems
thinking and the engineering discipline required to build reliable software at scale.

Responsibilities:
As an engineering leader, understand, own, and deliver the Engineering Roadmap for your teams.
 As a systems architect, design, document and deliver scalable, low-latency and cost-
efficient platform solutions for developer-facing and product-facing services.
 As a hands-on engineer, build APIs, services and platform features that seamlessly
scale for current and future growth across Freshworks products.
 As a platform builder, strive to deliver a seamless and intuitive platform experience for
internal developers, partners and customers to customize, integrate and automate
workflows.
 As a problem solver, build innovative solutions from scratch and work with architects
and engineers across product teams to drive adoption.
 As a performance champion, continuously raise the bar on scalability, reliability,
usability, deployment velocity and operational excellence.
 As an experienced engineer, identify critical technical debt and define practical,
iterative plans to improve system health without slowing business impact.
 As a senior programmer, establish a high bar for writing maintainable software through
coding efforts, code reviews and quality standards integrated into CI/CD pipelines.
 As an ace troubleshooter, take on complex production issues in distributed SaaS
environments, analyse root causes and define preventive measures.
 As a persistent student, keep an eye on technology trends and open-source projects
that can be leveraged to improve Freshworks platform capabilities.
 As a mentor, guide engineers across functions and help them develop strong systems
thinking, clean coding discipline and ownership mindset.
 As a compliance owner, implement and support Freshworks compliance and
information security processes for self and team.

Qualifications

Education: Bachelor's Degree in a technical field OR equivalent work experience.
 A minimum of 10 years of relevant professional experience in software engineering and
systems/platform engineering.
 Experience owning end-to-end architecture for small to medium-sized products or
platform services.
 Expert-level experience with Python or Java and Spring-based backend development.
 Strong expertise in data structures, algorithms and advanced object-oriented
programming concepts.
 Extensive knowledge of Linux environments and production troubleshooting in SaaS
systems.
 Experience building large-scale, high-performance services with low-latency and high-
availability expectations.
 Strong understanding of distributed systems, multi-tier application architecture,
databases, APIs, services and web-layer design.
 Experience working with assertive deployment schedules, CI/CD practices and
operational ownership in agile teams.
 Accomplished at writing clean, maintainable code with limited abstraction and strong
engineering discipline.
 Solid problem-solving skills with the ability to analyse complex systems and make
practical technical decisions.
 Experience working with cross-functional teams including architects, product
managers, design, QA, operations and customer-facing teams.
 Clear spoken and written communication skills with the ability to influence, mentor and
drive technical alignment across teams.

Additional Information

At Freshworks, we have fostered an environment that enables everyone to find their true potential, purpose, and passion, welcoming colleagues of all backgrounds, genders, sexual orientations, religions, and ethnicities. We are committed to providing equal opportunity and believe that diversity in the workplace creates a more vibrant, richer environment that boosts the goals of our employees, communities, and business. Fresh vision. Real impact. Come build it with us.