Total 63 job vacancies by Freshworks

Role Description:

If you have a passion for analytics and a desire to leverage product data to shape the product roadmap, this role is for you. As a product analyst, you'll collaborate with Product & Engineering, along with a few cross-functional teams, to provide data-led decision-making support for the product. The ideal candidate should feel comfortable working with complex data, understand product implementation, confidently navigate ambiguity in business processes, and have hands-on experience in data analysis. Moreover, the ability to translate data into practical insights to assist Product Management with a strategic lens is essential. Familiarity with basic product metrics will be key.

NOTE: This is an individual contributor role with a career path to grow into a SME. 

• Take ownership of end-to-end product analytics autonomously.

• Act as a Product Owner to drive instrumentation goals, ensuring constant updating of product telemetry.

• Demonstrate the ability to comprehend complex data and product landscapes, and a willingness to navigate ambiguity, simplifying them for product management.

• Collaborate daily with Product Managers, Engineering, TPM, and Operations. Engage in cross-functional interactions with Marketing, Customer-facing teams, and senior leadership on product-centric, cross-functional business requests as needed.

• Apply strong database skills to extract insights from large, intricate datasets.

• Filter and refine unstructured (or ambiguous) data into usable datasets, which can be analyzed to extract insights and enhance business processes and product decisions.

• Extract value from existing analytics frameworks and step in to construct new ones as required by the business.

• Provide reports on product health and feature benchmarking. Identify optimization/at-risk areas for customers using product telemetry, incorporating a blend of heuristics and predictive models.

• Monitor product adoption KPIs and connect them with adjacent business data models to uncover expansion and retention opportunities.

• Communicate findings to stakeholders and spearhead initiatives aimed at improving business performance.

Requirements:

• Sound knowledge of standard descriptive statistical techniques and proficiency in using predictive analytical models when necessary.

• Excellent communication skills, including the ability to storyboard and present insights concisely.

• Hands-on experience with DBMS systems and proficiency in framing SQL queries for complex data manipulation. Expertise in creating and automating data workflows.

• Proficiency in Python and R for building predictive and exploratory analytical models.

• Ability to craft compelling narratives with data using appropriate visuals and hands-on experience in building and maintaining dashboards using tools such as Power BI, Looker, Tableau, Sisense, etc.

• Proven track record of collaborating with stakeholders and delivering analytics projects with measurable impact.

• Ability to act as a Product Owner, driving instrumentation and telemetry for new features.

• Experience with text mining, recommender systems, and social media analytics is an added advantage.

Overview of the role:

Freshworks seeks a self-motivated senior engineer to work alongside multi-disciplinary teams that build and scale our products. As a Staff Software Engineer, you will establish and drive the engineering standards and benchmarks the teams you work with will live up to. You will own and elegantly solve the most challenging problems for your teams. You will lead by example and demonstrate with your work ethic and disciplines exactly how great engineers bring value every single day to a growing organization like ours. Young, enthusiastic engineers will look up to you for everyday guidance and mentorship and will find it a joy working alongside you.

 

Responsibilities:

As an engineering leader, understand, own, and deliver the Engineering Roadmap for your teams.

• As a software architect, design, document, deliver the most elegant, practical solutions to challenging engineering problems.
• As an experienced engineer, identify and help prioritize the most critical technical debt alongside solutions and iterative plans to chip away at the debt.
• As a persistent student, stay abreast with the latest technological advancements and find opportunities to find timely alignments with our internal needs.
• As a senior programmer, establish a high bar for writing maintainable software through your own coding efforts, code reviews, and code sanity standards integrated into the CI pipelines.
• As a mentor, provide timely assistance and guidance to our inspired, young engineers as they attempt to crack a variety of engineering problems.
• As a visionary, aspire to achieve and define the next generation in technical and engineering standards.
• As a collaborator, work with cross-functional teams of your own and across teams and products for critical projects
• As an ace troubleshooter, take on the most critical and challenging problems occurring in production and help analyse and solve them, while identifying preventive measures
• As a customer champion, internalize the customer’s expectations and bring a customer focus to all engineering design and implementation you own.

As a Lead Software Engineer - Systems , 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. Do you wanna take on solving some cool and complex Distributed-Systems/Big-Data problems at scale?

At Freshworks, we are building next-gen CRM, Support & IT Automation, Sales & Marketing SaaS products/services & the 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 compete with the best in the world. On the Data Engineering and Analytics front, 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 Engineering Platforms team broadly serves as a key stakeholder to the Freshworks 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 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 team works very closely with our internal stakeholders and align to their goals - the Product teams and 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 solution oriented and having a vision to create a positive impact in the overall software development life cycle. We take pride in delivering some inspiring and fresh experiences for our customers and their business/customers.

As a Lead Systems Engineer you will design and implement multi-tier (DB, services, and web) software applications, 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 supporting 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 to have minimal QA or Ops personnel.
• You will design, develop and maintain software and be able to plan and execute goals.
• You will assist Product Owners with planning and roadmaps.
• You will lead a team of 2-4 engineers, mentoring them and other engineers in the team.
• Platform services exist to be used by other teams in Freshworks Platform. Leads will be the face of their service.
• An important goal of a platform service is to increase adoption. Leads will communicate and coordinate with other teams across Freshworks.
• You will own systems that operate at a high scale and are capable of scaling to greater heights, ensuring 99.99% availability and 99.999% uptime of the production systems.

Responsibilities:

• Inspire, lead and grow a team of data scientist, Machine learning engineers, leads.
• Data Science and Technical leadership for product and across all engineering requirements.
• Clarify our Applied AI philosophy and engineering strategy to key stakeholders and drive consensus
• Continuously improve and drive engineering best practices around software engineering & lead the craftsmanship, resilience, and scalability of your solutions.
• Bring a passion to stay on top of AI trends, experimenting with and learning new technologies, participating in internal & external technology communities, and mentoring other members of the engineering community.
• Encourage innovation, implementation of cutting-edge technologies, inclusion outside-of-the-box thinking, teamwork, self-organization, and diversity.
• As a key member of the product engineering team, work with product management, architecture and professional services to deliver and maintain compelling products to market
• Ship great products under stringent deadlines and in the face of ambiguous requirements and changing business priorities.
• Be a champion for AI test discipline , and evaluation scores, in order to make AI capabilities more deterministic
• Reduce the time-to-insights window for new customers.
• Responsible for the overall development and release life cycle.

Overview -

We are currently looking to hire high-potential BDMs. This position is an integral part of our sales engine. BDMs are focused on the front end of the sales cycle and are the face of Freshworks. The BDM team is responsible for identifying opportunities and generating a sales pipeline. This role is based out of Bangalore.

Responsibilities (What you'll be expected to do) -

- Generate qualified opportunities for the company by rigorously prospecting and researching in the assigned region/market.

- Do rigorous research on assigned accounts, and build an effective sales pipeline.

- Strike and initiate conversations with high-profile personas of companies you are prospecting.

- Be the face of Freshworks and pitch the company and our products to the prospects.

- Come up with creative emails and campaigns to draw the attention of prospects.

• Independently able to Design, Develop, and Maintain data intensive applications
• Implementing ETL pipelines to bring data from distributed data sources 
• Responsible for availability, scalability, reliability, and performance of the big data system
• Ensure 99.99% availability and 99.999% uptime of your production systems
• Plan and execute goals, proven track record
• Strong opinions on engineering best practices
• Assist Product Owners with planning and roadmaps
• Leads will communicate and coordinate with other teams across Freshworks
• Mentoring other engineers in the team
• 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

Responsibilities
Interpret data, analyse results using analytics, research methodologies,
and statistical techniques.
Generate data-based insights that aid in launching impactful and effective
marketing and user acquisition programs.
Develop an in-depth understanding of the customer journey and current
trends to improve marketing initiatives.
Dive deep into campaign performance data to identify opportunities for
improvement.
Prepare, analyse, and summarize periodic operational results for use by
various key stakeholders, creating reports, specifications, dashboards,
and flowcharts.

What will the role entail?
Take Ownership: Take Ownership: Own the Freshsales Mobile app on iOS and Android.

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.

We are seeking a dynamic and results-driven Account Executive to join Freshworks in the India market. As an Account Executive focused on the Public Sector, you will be responsible for driving sales and building strong relationships with government organizations and agencies at various levels. Your primary goal will be to grow revenue by selling Freshworks solutions to public sector clients.

Responsibilities:

• Develop and execute a strategic sales plan to achieve revenue targets within the public sector market.
• Identify and prospect new business opportunities within the government organizations and agencies.
• Build and maintain relationships with key decision-makers and stakeholders in the public sector.
• Understand the unique challenges and requirements of the public sector and position our software solutions as the best fit.
• Conduct product demonstrations and presentations to potential clients, showcasing the value and benefits of our solutions.
• Collaborate with the sales team to qualify leads, develop proposals, and negotiate contracts.
• Stay up-to-date with industry trends, government policies, and regulatory changes affecting the public sector.
• Provide accurate sales forecasts and reports to the management team on a regular basis.
• Work closely with the customer success team to ensure successful implementation and adoption of our solutions.
• Attend industry conferences, events, and trade shows to expand your network and promote our brand.

Overview:

We are looking to hire smart and passionate folks for our inside sales team. The inside sales team are responsible for engaging with prospects and driving sales in the SMB segment. They understand the needs and requirements and collaborate with internal teams to help ensure a smooth sales process. This role is a fully in-office role based out of Chennai.

Responsibilities (What you'll be expected to do):

- Qualify and prospect inbound leads generated by the lead generation team.

- Be responsible to convert trial prospects to paid customers through enthusiastic customer engagement.

- Own individual targets, work towards sales closures and generating new revenue.

- Collaborate with other appropriate internal teams and represent the customers to solve their business requirements.

- Work with various internal stakeholders and achieve team targets.

Overview:

We are looking to hire smart and passionate folks for our inside sales team. The inside sales team are responsible for engaging with prospects and driving sales in the SMB segment. They understand the needs and requirements and collaborate with internal teams to help ensure a smooth sales process. This role is a fully in-office role based out of Chennai.

Responsibilities (What you'll be expected to do):

- Qualify and prospect inbound leads generated by the lead generation team.

- Be responsible to convert trial prospects to paid customers through enthusiastic customer engagement.

- Own individual targets, work towards sales closures and generating new revenue.

- Collaborate with other appropriate internal teams and represent the customers to solve their business requirements.

- Work with various internal stakeholders and achieve team targets.

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.

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 workingat 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 “UnifiedFreshworks 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.
 

About the role: The CX SRE team includes expert Software and System engineers who are custodians of the 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 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.

Roles and Responsibilities:

● 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

Requirements:

● 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

Summary / Positioning 

Pipeline and Business Development is an executive function in B2B SaaS- and one of the three core pillars of GTM (marketing, pipeline, sales) for each of our regions.

You will have a seat at the table as a GTM leader for your region, in conjunction with the sales and marketing leadership team, helping devise and execute pipeline growth strategies in alignment with the Global Vice President of Pipeline & Growth. 

Job Description

The Senior Director of Pipeline & Business Development is the GTM leader for pipeline growth within their region. This role is responsible for driving pipeline growth, by directly leading a team of inbound and outbound business development professionals, while helping sales and channel build effective pipeline generating strategies across the region. 

In addition the Senior Director of Pipeline & Business Development will lead two global teams: the Digital Support team composed of digital chat agents to help qualify demand generated directly through our webchat experience and our global Account Intelligence & Expansion team, driving deeper persona expansion. 

Responsibilities:

• Be the GTM leader for pipeline growth and operate as the subject matter expert for pipeline generation and management across the region.
• Own the Business Development inbound and outbound pipeline and opportunity goals, while driving all prospecting efforts across all sources
• Own the Digital Support and Account Intelligence & Expansion teams to positively impact our global pipeline generation efforts
• Build and execute a full sales funnel for all new business prospecting within the region and pertaining subregions:
  • Identify and build out buying journeys, decision making units, ICPs
  • Help create a world-class prospecting tech-stack for prospecting in conjunction with Sales Effectiveness team
  • Work in hand with the pipeline operations and analytics team for driving data and insights to performance manage across your teams
  • Drive world-class account based prospecting methodologies across a buyer-centric framework
• Develop and drive the strategy for all inbound and outbound playbooks for pipeline generation and conversions while inspiring two teams: Sales Development Representatives (inbound and lead driven) and Business Development Managers (outbound and intent signal driven) across multiple markets and industries
• Drive the GTM framework of lead and account qualification
• Work with our Sales Effectiveness team to strategize our lead management platform, sequence strategies and identify new prospecting tools for automation
• Be a leader of leaders - be accountable for managers up to directors, to operationalize your team across the organization