Total 246 job vacancies by Freshworks

About the role:
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. 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.
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:
- Lead teams to deliver scalable, low latency, and cost-efficient solutions for our
developer-facing platform.
- Strive to continually deliver a seamless and intuitive platform for developers to build on.
- Build innovative solutions from scratch and liaise with architects and engineers from other
product teams to build solutions and drive adoption.
- Establish and continue to raise the bar for engineering excellence by always looking for
avenues for improvements in performance, scalability, usability and continuous deployment
aspects of the platform.
- Keep an eye out for technology trends, open-source projects that can be leveraged.
- Be hands-on, and lead a high-performance engineering team by example.
- Implement and support compliance with self and team to Freshworks compliance and
information security processes.
Requirements
- Background in Engineering with sound oral and written communication skills
- At least 9+years of experience with end-end architecture ownership of small to
medium-sized products
- Solid problem-solving skills
- Accomplished at maintainable programming
- Expert level experience with Java/Spring
- Expertise in data structures and algorithms
- Extensive knowledge of Linux environments
- Advanced understanding of OOPS.
- Experience building large-scale performance services
- Experience troubleshooting in a SaaS environment with an assertive deployment schedule

About the role: Take Ownership: Own and build modules for sustained differentiation and growth. Develop deep domain expertise and understand trends in the market. The role requires you to plan, build, release, and measure success for an end to end modules. Be a Customer Champion: Develop a sense of empathy with our customer base to build an understanding of various problems. The role is also a bridge between the customer and the engineering teams to ensure focus on solving customer needs & delivering continuous value. Practice Craftsmanship: Learn and Practice product craft. Create solutions with delightful user experiences and find the balance between solving the customer problem and shipping the right product solution. We take pride in releasing the smallest of features while iterating and shipping regularly. Play as One Team: The role needs you to communicate clearly to various stakeholders of Product development, Engineering, Marketing, Sales & Leadership teams and work together to bring your vision to life. Act with Urgency: Breakdown complex problems to phases to help the team make incremental progress while still keeping the bigger picture intact. You’d evangelize the vision and ensure maximum customer value is achieved with the appropriate amount of work. Pre-requisites: 10+ years of working in global/cross-functional software teams in a software product company. SaaS experience is preferred as you’d settle right in. ● 7+ years of core product management experience in building features for internet software products. ● Being empathetic and having a strong listening ability to understand the other person - may it be a customer or a stakeholder. ● Ability to arrive at Intuitive & simplistic solutions. You need to have a strong sense of UI and usability. ● Ability to communicate complex concepts/customer problems in a simple way to internal & external stakeholders. ● A track record of making day-to-day data-driven decisions in a fast-evolving environment while keeping an eye on the overall vision. ● Having worked in a mode of structured experimentation - measuring and iterating on problems from time to time to achieve product goals. ● Ability to drive customer adoption and engagement; leverage analytical tools and customer feedback for insight driven initiatives ● Self-starter with a passion for independent, creative problem-solving, strong ownership, high commitment and a strong business judgment.

About the Role:

When it comes to Cybersecurity, do you believe “people” is the most important part of “people, process and technology?”  Do you dream of ways to measure things? Security controls? Efficacy?  Do you have strong opinions about how cybersecurity should be managed? Yet, at the same time, are you open to people disagreeing with you?  Are you a great communicator and enjoy explaining complex technical concepts to fifth graders or their equivalents? Have you been on stage or on a podcast?

If you were asked to list your favourite three leadership/management influences, could you easily rattle them off?

Do you have experience besides Cybersecurity? Have you been a developer in a past life? A systems administrator? An auditor? 

If you answered yes to most of the above questions, then this might be your role! 

We are seeking a highly motivated, strategic thinker and tactical cybersecurity wizard to join our people-first cybersecurity leadership team as the Deputy Chief Information Security Officer.

This role will be based in Chennai, India, and will work with global resources and teams located in Chennai, India, EU, and the U.S. 

Job Summary:
 

As the Deputy Chief Information Security Officer (DCISO) you will play a critical role in leading and strengthening our cybersecurity program. You will work closely with the CISO and executive leadership to develop and execute strategies that safeguard our information assets, maintain compliance, and ensure the security of our SaaS products and customer data. This role prioritizes leadership and team building, focusing on guiding a high-performing security team.

Responsibilities:

• Leadership and Team Building:
  • Provide visionary leadership to the security team, fostering a culture of collaboration, innovation, and excellence.
  • Develop and mentor a diverse and highly skilled team of security professionals, nurturing their growth and career development.
  • Collaborate with cross-functional teams to build a security-conscious organizational culture and promote security awareness.
• Strategy and Governance:
  • Assist the CISO in developing and implementing the company's information security strategy and policies.
  • Contribute to the creation and maintenance of an effective security governance framework.
  • Ensure alignment of security initiatives with business objectives and industry best practices.
• Risk Management:
  • Identify and assess security risks, vulnerabilities, and emerging threats to the organization.
  • Own the development and implementation of risk mitigation strategies and incident response plans.
  • Regularly oversee the review of security controls and processes to maintain a strong security posture.
• Compliance and Regulatory Oversight:
  • Monitor and ensure compliance with relevant data protection laws and industry regulations.
  • Oversee the preparation and submission of compliance reports and certifications.
  • Collaborate with legal and regulatory teams to address compliance issues.
• Incident Response and Recovery:
  • Help lead incident response efforts in the event of security breaches or incidents, coordinating with internal and external stakeholders.
  • Drive the development and maintenance of an effective incident response plan to minimize business impact.
• Vendor and Third-Party Risk Management:
  • Govern the evaluation and management of the security posture of third-party vendors and partners.
  • Establish and maintain strong vendor security relationships and agreements.
• Security Awareness and Training:
  • Help promote security awareness and training programs across the organization.
  • Develop and deliver security training materials and resources to educate employees on security best practices.
• Budget Oversight: 
  • Manage and oversee the cybersecurity budget, ensuring efficient allocation of resources and cost-effective security solutions.
• Product Security
  • Support penetration testing teams exploiting web and mobile application security flaws such as SSRF, SQLi, RCE, and DNS binding attacks.
  • Guide the implementation of AuthN/AuthZ mechanisms and the building of robust RBAC controls like SAML, OAuth, OpenID, etc. 
  • Assist product security teams in building resilient, highly available systems, identifying security vulnerabilities in our products and addressing them, and reducing friction in the SDLC pipelines while improving security controls.

Qualifications:

• Bachelor's degree in Computer Science, Information Security, or a related field; a master's degree is a plus. Must have at least one of these relevant certifications (e.g., CISSP, CISM, CISA).
• Proven experience (8+ years) in cybersecurity, with at least 3 years in a leadership or strategic role managing more than one cybersecurity function (e.g. SOC & GRC, Application Security & Incident Response) either concurrently or consecutively. 12+ years of overall experience.
• Strong understanding of cybersecurity principles, technologies, and best practices.
• Excellent project management and organizational skills, with a track record of successfully managing complex initiatives.
• Exceptional, master's degree level of written communication skills. Above average, dare we ask for remarkable interpersonal skills, with the ability to interact effectively with executives, technical teams, and external partners.
• Advanced stage presence: ability to speak and present in front of large groups, ability to write and communicate to U.S. and India audiences.
• Strategic thinker with the ability to analyze and solve complex problems.
• Knowledge of regulatory requirements and compliance standards related to cybersecurity.

About the role: Working as a part of Product Analytics, the role requires you to work closely with senior leadership, product, and customer-facing functions, for helping them make data-driven decisions. Responsibilities

● Lead product analytics charter for one vertical independently

● Lead and execute data analytics projects end-to-end.

● Influencing business decision making by providing quantitative/qualitative data analysis, which brings out insights and trends pertaining to business performance.

● Utilize strong database skills to work with large, complex data sets to extract insights.

● Filter and cleanse unstructured (or ambiguous) data into usable data sets that can be analyzed to extract insights and improve business processes.

● Using advanced analytics and metrics to improve processes and provide data-driven forecasts of potential costs, revenues, and risks of business initiatives.

● Communicating findings to stakeholders and taking initiatives for improving business performance.

● Ensure that data and analysis is presented in a format that is appropriate for a varied audience using data visualization, dashboards, or other methods.

● Collaborate with cross-functional team members to come up with actionable, high-impact insights across product lines and functions. Requirements

● Education and experience: Bachelors or Masters in a quantitative field (such as Engineering, Statistics, Math, Economics, or Computer Science with Modeling/Data Science), preferably with work experience of over 8 years.

● A passion in helping organizations understand how to solve problems through analytics, with a proven track record of delivering on such projects and bringing business impact.

● Ability to manage simultaneous tasks in a fast-paced, technology-oriented environment often dealing with ambiguity.

● Prior project experience in one or more of the following areas are preferred, but not absolutely required.

● Sound statistical knowledge in standard techniques: Logistic Regression, Classification models, Cluster Analysis, Neural Networks, Random Forests, Ensembles, Experimental Design, etc.

● Familiarity with database technologies and tools (SQL/R/Python etc.), data transformation and processing. Work experience with real data for customer insights, business and market analysis will be advantageous.

● Experience with a visualization tool such as Tableau, Power BI, Sisense, Looker, etc.

● Experience with text analytics, data mining and social media analytics is an added advantage.

Overview of the Role

: We are looking for a seasoned front-end developer to join our product team. This role requires you to be a tech-savvy contributor in translating the customer needs and user expectation into interactive web apps. You’ll be an exceptional problem solver and take responsible actions in ensuring the application is optimized both in technology and in delivering the best user experience.

Responsibilities

Work closely with design, product management, and development teams to create elegant, usable, responsive and interactive interfaces across multiple devices.

Turning UI/UX designs into prototypes, creating awesome interactions from designs, writing reusable content modules and maintainability of the code.

Implement UI development principles to ensure that the product client-side serves at scale.

Review and optimize app usage by monitoring key metrics and rectifying the issues proactively.

An ability to perform well in a fast-paced environment and bring in optimal flow for rapidly changing design/ technology.

Requirements

10 to 15 years of relevant work experience as a web developer, UI developer, JavaScript expert or frontend engineer

Sound knowledge in HTML and CSS Familiar with UI layouts, SASS, bootstrap, and the CSS GRID system Proficient with JavaScript frameworks such as jQuery, Angular et al

Experience debugging using popular JavaScript-based tools like Chrome Developer Console

Passionate to create good design and usability A team player with good communication skills

Knowledge of Ember & Ruby will be a plus Exposure to Data Structures and Algorithms.

Requirements

10 to 15 years of relevant work experience as a web developer, UI developer, JavaScript expert or frontend engineer

Sound knowledge in HTML and CSS Familiar with UI layouts, SASS, bootstrap, and the CSS GRID system

Proficient with JavaScript frameworks such as jQuery, Angular et al

Experience debugging using popular JavaScript-based tools like Chrome Developer Console Passionate to create good design and usability

A team player with good communication skills Knowledge of Ember & Ruby will be a plus Exposure to Data Structures and Algorithms.

Skills:

• 12+ years of professional experience in engineering.
• Experience in designing, architecting and building large scale distributed, data-intensive system on multiple occasions.
• Experience in working with and scaling open-source technologies-based distributed.
• Systems.
• Hands on with architecture and ability to manage other senior architects directly or in-directly.
• Ability to achieve objectives via influence, working with stakeholders from other functions.
• Deep expertise in either transactional or analytical datastores is highly desired.
• Has a track record for bringing innovation and technical leadership to organizations.

• Platform domain expertise to guide early decisions that can help accelerate execution, with a mindset of build once, build with configurability and build for reuse.
• Domain experience in building B2B SaaS products on the cloud.
• Experience in cloud technologies preferrable AWS.
• Experience with CRM products architecture would be a plus.
• End-end software engineering experience, with ability to step in during outages and production issues
• In-depth knowledge of Ruby on Rails is a plus.

About the role:

Take Ownership: Own and build modules for sustained differentiation and growth. Develop deep domain expertise and understand trends in the market. The role requires you to plan, build, release, and measure success for an end to end modules.

Be a Customer Champion: Develop a sense of empathy with our customer base to build an understanding of various problems. The role is also a bridge between the customer and the engineering teams to ensure focus on solving customer needs & delivering continuous value. Practice

Craftsmanship: Learn and Practice product craft. Create solutions with delightful user experiences and find the balance between solving the customer problem and shipping the right product solution. We take pride in releasing the smallest of features while iterating and shipping regularly.

Play as One Team: The role needs you to communicate clearly to various stakeholders of Product development, Engineering, Marketing, Sales & Leadership teams and work together to bring your vision to life.

Act with Urgency: Breakdown complex problems to phases to help the team make incremental progress while still keeping the bigger picture intact. You’d evangelize the vision and ensure maximum customer value is achieved with the appropriate amount of work.

Pre-requisites: 6+ years of working in global/cross-functional software teams in a software product company. SaaS experience is preferred as you’d settle right in.

About the role:

Take Ownership: Own and build modules for sustained differentiation and growth. Develop deep domain expertise and understand trends in the market. The role requires you to plan, build, release, and measure success for an end to end modules.

Be a Customer Champion: Develop a sense of empathy with our customer base to build an understanding of various problems. The role is also a bridge between the customer and the engineering teams to ensure focus on solving customer needs & delivering continuous value. Practice

Craftsmanship: Learn and Practice product craft. Create solutions with delightful user experiences and find the balance between solving the customer problem and shipping the right product solution. We take pride in releasing the smallest of features while iterating and shipping regularly.

Play as One Team: The role needs you to communicate clearly to various stakeholders of Product development, Engineering, Marketing, Sales & Leadership teams and work together to bring your vision to life.

Act with Urgency: Breakdown complex problems to phases to help the team make incremental progress while still keeping the bigger picture intact. You’d evangelize the vision and ensure maximum customer value is achieved with the appropriate amount of work.

Pre-requisites: 7+ years of working in global/cross-functional software teams in a software product company. SaaS experience is preferred as you’d settle right in.

About the role:

Take Ownership: Own and build modules for sustained differentiation and growth. Develop deep domain expertise and understand trends in the market. The role requires you to plan, build, release, and measure success for an end to end modules.

Be a Customer Champion: Develop a sense of empathy with our customer base to build an understanding of various problems. The role is also a bridge between the customer and the engineering teams to ensure focus on solving customer needs & delivering continuous value. Practice

Craftsmanship: Learn and Practice product craft. Create solutions with delightful user experiences and find the balance between solving the customer problem and shipping the right product solution. We take pride in releasing the smallest of features while iterating and shipping regularly.

Play as One Team: The role needs you to communicate clearly to various stakeholders of Product development, Engineering, Marketing, Sales & Leadership teams and work together to bring your vision to life.

Act with Urgency: Breakdown complex problems to phases to help the team make incremental progress while still keeping the bigger picture intact. You’d evangelize the vision and ensure maximum customer value is achieved with the appropriate amount of work.

Pre-requisites: 6+ years of working in global/cross-functional software teams in a software product company. SaaS experience is preferred as you’d settle right in.

Job Description:

Working as a part of the Revenue Operations team, the role requires you to work closely
with senior leadership, sales, marketing, and customer success functions, for helping them
take data-driven decisions.
Roles and responsibilities
Collaborate with cross-functional team members to come up with actionable, high- impact
insights across product lines and functions.
Semi-independently develop and implement regular reporting of key performance metrics
including forecasting, funnel analysis, pipeline management etc.,
Communicating findings to stakeholders and taking initiatives for improving business
performance.
Ensure that data and analysis is presented in a format that is appropriate for a varied
audience using data visualization, dashboards, or other methods.
Utilize strong database skills to work with large, complex data sets to extract insights.
Filter and cleanse unstructured (or ambiguous) data into usable data sets that can be
analysed to extract insights and improve business processes
Using advanced analytics and metrics to improve processes and provide data-driven
forecasts of potential costs, revenues, and risks of business initiatives

Overview:

Freshworks seeks an experienced Engineering Manager to lead a growing team of Engineers that builds and scales one of our many products. As a technical leader, you own the engineering vision and oversee the technical standards your team thrives on. As a manager of engineers, you coach and develop our promising, young talent and ensure their collective energy is applied effectively and efficiently to accomplish not only the organizational goals, but also their individual career goals. An accomplished record as an individual contributor and experience managing an engineering team is expected to fill these shoes.

Responsibilities:

• Own the development practices and standards for your team
• Own the technical architecture, drive engineering design and shoulder critical decisions
• Understand, prioritize and deliver the feature roadmap while chipping away at the technical debt
• Work effectively with a cross-functional team of product managers, designers, developers and QA
• Own the communication of the team’s progress and perception of the team itself
• Collaborate with the Support team to keep track of and triage technical issues and track them through to resolution
• Collaborate with Talent Acquisition to drive sourcing, screening, interviewing and recruitment of the right talent for your team
• Continuously improve the productivity of your team by identifying investments in technology, process and continuous delivery
• Own the morale of your team, unblock them at critical junctures, break ties in a timely manner
• Own the careers of your team members, deliver regular and timely feedback, represent your team for annual reviews and reward your performers

Overview:

We are looking to hire smart and passionate folks for our customer support team. The customer support team takes care of technical account management for all our customers. They help troubleshoot and resolve issues that customers might have, and provide assistance as and when required. In this role, you will be providing dedicated customer support in an omnichannel environment to high-value customers and reputed brands. This role will be based out of Chennai.

Responsibilities:

• Take ownership of customer issues reported and ensure that they are resolved within set SLAs. 
• Diagnosing and troubleshooting problems and identifying solutions to resolve customer issues.
• Collaborate with other appropriate internal teams and represent the customers while figuring out solutions and workarounds. 
• Following standard procedures for the proper escalation of unresolved issues to the appropriate internal teams. 
• Document knowledge in the form of FAQs and knowledge base articles. 
• Prepare accurate and timely reports, ensuring proper recording and closure of all reported issues.
• Work with various internal stakeholders to provide prompt and accurate feedback to customers. 
• Handle high MRR customers and reputed brands.

• Take ownership of customer issues reported and ensure that they are resolved. 
• Diagnosing and troubleshooting problems and identifying solutions to resolve customer issues.
• Collaborate with other appropriate internal teams and represent the customers while figuring out solutions and workarounds.
• Document knowledge in the form of FAQs and knowledge base articles.

About the role:

Nearly 50% of churn happens within the first year of the customer’s life cycle. Thus, the first year of the customer’s post-purchase period is critical in terms of them learning the product, adopting and using it for long term success. 

The Seamless Start program is an ambitious new initiative to provide a delightful experience for each and every new customer that purchases a Freshworks product, guiding and hand-holding them to drive value realization from Day 1 through product adoption and personalized engagements.

The Associate Program Manager (APM) would be responsible for implementing, scaling and continuously improving the Seamless Start customer engagement model. It would include consistent achievement of engagement, adoption and usage targets. He/She would be conducting regular analysis of the individual performance of CSMs and customer feedback, for identifying improvement opportunities in our internal processes and personnel and implement them. 

The ideal candidate for this role would be team-oriented, methodical, analytical and above all, obsessed with customers. He/ she should also possess the qualities of a mentor leader, guiding & enabling team members to excel and perform better.

Key Responsibilities:

• Develop a robust & scalable research framework for understanding customers’ business requirements and preparing a pitch and roadmap for the realization of their goals using our product(s).
• Develop a strong framework for facilitating consistency of performance across team members in terms of driving customer engagements, sign-ups for onboarding and product adoption.
• Conduct studies to find gaps in the Seamless Start process and coach team members to excel and perform better by equipping them with the right tools & skill-sets.
• Create innovative solutions and initiatives for improvement in driving product adoption and usage at scale in collaboration with business analysts.
• Setup quality audit systems to ensure consistency and delight in customer experience.
• Monitor KPIs and drive systematic initiatives.

Conduct pilots on new initiatives and improve the program through continuous improvement.

Overview of the role:

As a Lead Software Engineer, you will focus on building 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.

Responsibilities:

• Lead teams to deliver scalable, low latency, and cost-efficient solutions to different product teams.
• Drive solutions and implementation leveraging different open source distributed systems and deliver a complete product.
• Build innovative solutions from scratch and liaise with architects and engineers from other product teams to build solutions and drive adoption.
• Elicit quality attributes of the system as well as create criteria metrics for the product to establish the success of achieved metrics
• Implement and support compliance of self and team to Freshworks compliance and information security processes.

Requirements:

• 7 plus years of prior experience
• Advanced understanding of OOPS
• Knowledge of SDLC (Software Development Lifecycle)
• Experience of working in an Agile environment
• Ability to design for scale and performance
• Ability to do peer code reviews
• Solid problem-solving skills
• Experience with hands-on programming
• Expertise in data structures and algorithms