Senior Principal Engineer

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.

At Freshworks, we build uncomplicated service software that delivers exceptional customer and employee experiences. Our enterprise-grade solutions are powerful, yet easy to use, and quick to deliver results. Our people-first approach to AI eliminates friction, making employees more effective and organizations more productive. Over 72,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks’ customer experience (CX) and employee experience (EX) software to fuel customer loyalty and service efficiency. And, over 4,500 Freshworks employees make this possible, all around the world.

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

● As a technical leader, scale the existing architecture and build new microservices architecture
from both Application and Infrastructure standpoint.
● Own and delegate all technical decisions for the portfolio he / she owns.
● Own and deliver long term technology strategy, convince management team for investments
in technology.
● Drive PoCs, evaluations, build Vs buy decisions for all strategic decisions
● Be a mentor and consultant for teams / individuals across the company
● From architecting to running services in production, you will help build them, so they are
modular, secure, reliable, reusable, diagnosable, and actively monitored
● You will draw from your experience during the evaluation phase to choose the best
components, and the way forward, keeping in mind the priorities of the organization.
● You should be able to clearly articulate the reasoning behind various technical decisions in
simple and cogent technical documents you create
● You should have a strong focus on HA, scalability, observability, reliability and quality.
● You shall act as a role model for keeping the bar raised at all times on architecture best
practices.
● Based on your experience, you shall contribute to making our internal architectural standards
better by suggesting improvements as you discover better ways forward
● You will exhibit a growth mindset and continuously learn. You will then develop PoCs to
regularly evaluate technologies that might better solve customer problems
● Understand platform and engineering landscape outside Freshworks Inc to ensure our
platforms are evolved at regular pace
● Represent engineering in customer connect forums and help in resolving critical customer
issues/ outages and reviewing the RCAs
● Represent engineering in technical conferences and present key technologies
● Driving the current AI innovation on technology we use

18+ 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.
● Platformisation 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/B2C SaaS products on the cloud
● Experience in cloud technologies preferable AWS
● Experience in any AI technologies is a plus
● Experience with customer support 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
● Knowledge of Freshworks CX products (Freshdesk / Freshchat/ Freshcaller) is a plus.

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

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.