Staff Engineer - Site Reliability

Company Description

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

Responsibilities

• Design, write, and deliver software to improve the availability, latency, and efficiency of Freshworks' Products & Platforms. 

• Develop scalable, cloud-native architectures that support business growth.

• Design and implement self-healing and auto-scaling mechanisms.

• Manage availability, latency and performance of mission critical services and build automation to prevent problem recurrence. 

• Independently determine and develop architectural approaches and Infrastructure solutions. 

• Define strategy, vision, and roadmap adhering to well architected principles of performance, availability, scalability, performance and resilience

• Experience with AI-driven system optimization or predictive analytics for IT operations.

• Drive blameless postmortems for large scale incidents. 

• Define and drive automation and orchestration strategies. 

• Strategize cost optimization across Freshworks Cloud environment. 

Qualifications

• Experience: 10-15 years

• Advanced understanding of programming concepts (data structures, algorithms, object-oriented programming).

• Experience with relevant libraries and frameworks (e.g., Ansible, Terraform, Flask).

• In-depth knowledge of Linux administration and shell scripting.

• Proficiency in using common Linux commands and tools for system administration.

• Extensive experience with Git.

• Proficiency in writing IaC code for infrastructure provisioning and management.

• Conduct in-depth performance analysis, profiling, and optimization for applications.

• Advanced experience in setting up observability solutions (logging, metrics and tracing).

• Advanced problem-solving and analytical skills.

• Knowledge of RDBMS like MySQL, PostgreSQL, Oracle.

• Extensive experience with Kubernetes environments.

• Deep understanding of Kubernetes architecture and components and performance troubleshooting on kubernetes

• Experience in performing proactive troubleshooting to minimize downtime and ensure system health

• Experience with major cloud platforms (e.g., AWS, Azure, GCP).

• Familiarity with cloud-specific DevOps tools and services for deployments, monitoring, and scaling

Additional Information

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.