Total 26 job vacancies by Freshworks

About the Role

The Cloud Engineering Team is looking for a Senior Staff Engineer - Systems who can execute our technology vision with our business asks.  You will work with an energetic and talented team of engineers to own and iteratively build one or more of our cloud engineering, while partnering with architects and reliability engineers from across our company who will directly consume your work.

As a Senior Staff ngineer - Systems, you will bring your strong background in building scalable, reliable, well-monitored distributed systems and mentor your team to achieve the technology vision for your platform services. This will include opportunities to redefine customer experiences by building systems that are milli-second efficient, always available and working at internet scale. 

All our Systems Engineers wield end-to-end ownership of their systems – from design, through development, testing, deployment, all the way to managing them in production. Our System Engineers solve complex infrastructural problems as PaaS offerings, built to seamlessly scale for 10x growth. As a Principal Engineer, you always have an eye on the future, while firmly grounding yourself in the reality of today, and you guide your team bridging both. The future includes not only adding new technologies and achieving ever higher scale, but also the overall technology vision of Freshworks related to how we build and who we build for.

Responsibilities

• Cloud Engineering teams tend to be small and self-sufficient.You will have a large scope of responsibilities.

• Plan and execute goals, proven track record

• Establish the technology direction for the team

• Independently able to design and develop production quality scalable systems.

• Represent your team’s technology and architecture as you successfully coordinate with stakeholder teams across Freshworks.

• Mentoring other engineers in the team

  • Set the standards for coding, testing

  • Establish best practices in design and development

  • Craft the next generation of technology leaders

• Design, build and own systems end-to-end for scale and performance without accidental complexity

• Work alongside Directors and leaders to prioritize and align technology initiatives

  • Roadmap planning, scoping, phasing of iterations

  • Technology debt and upgrades

  • Engineering excellence and innovation

• Strong and flexible communication skills — document, present, and defend engineering proposals and plans not just to other architects but also to semi-technical stakeholders and leaders.

• Ensure 99.999% uptime of production systems

• Keep an eye on evolving opportunities in terms of new and related problem statements that can effectively solve for Freshworks.

• Ensure that the architecture and solutions proposed are able to reduce the order of complexity existing in the system over time

• Lead sustainable incident response, blameless postmortems, and production improvements that result in direct business opportunities

• Define and own the non-functional metrics critical to your area of ownership

Roles and responsibilities:

• Collaborate with cross-functional team members to come up with actionable, high-impact insights across product lines and functions.
• Develop and implement regular reporting of key performance metrics including forecasting, funnel analysis, pipeline management etc.,
•  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 identify gaps in processes and provide data-driven forecasts of potential costs, revenues, and risks of business initiatives.

Overview of the Role:

About the role:
We’re looking for passionate engineers who love Linux, who are intimately familiar with
fundamentals of OS and able to automate the iterative task with optimized scripts. We’re looking for highly motivated and talented engineers who are passionate about engineering velocity and automation. The complexity of our application traffic continues to increase as we scale out our microservices architecture to meet our subscriber demand. Our goal is to ensure that we successfully deliver high availability and application traffic across the cloud infrastructure

Responsibilities
● Managing and Monitoring our production systems, serving as a primary point responsible
for the overall health, performance, and capacity of our internet-facing systems.
● Ability to perform root cause analysis on various service-impacting events Well
organized with the ability to multi-task and prioritize work.
● Must be able to work on a 24/7 shift Implement and support compliance with Freshworks
compliance and information security processes.
● Troubleshoot and resolve issues escalated by customers and Internal systems.
● Review Application & Infra monitoring changes Work with other team leads to develop
SOP documents. Qualifications Strong understanding of DNS, DHCP, NTP, SMTP,
TCP/IP, SSH, HTTPS, TLS, IPSec, concepts of VPN and other internet protocols
Experience in Application and Database level Monitoring and Troubleshooting (like
Apache, Tomcat, and MySQL)
● Experience in Monitoring tools like Nagios, New Relic, and Splunk Scripting experience
is a must (Shell/Python/Perl/Ruby.. etc. At least 4+ years of Linux/Unix administration
Strong understanding of Networking Concepts Experience in Application and
infrastructure Monitoring (Nagios, New Relic, Datadog, Splunk, Sumologic, etc)
● Experience with AWS or other cloud offerings Understanding of Web fundamentals
(HTML, JavaScript, CSS, Server Side Programming, and Database)

Freshworks is looking for a self-motivated Solutions Engineer to complement our Pre-Sales team. You will play a critical role by being the technical expert that helps the sales team with new or expansion business opportunities as well as consulting in the sales process to the most strategic prospects and accounts at Freshworks.

ISV Solution Engineers will also be working closely with our ISV Product Team and GTM teams to execute our ISV strategy on the ground. You would be involved in demonstrating the value of Freshworks Integrations with third party applications to customers or prospects. You would also be expected to play the role of an internal consultant and SME for integrations and third party apps to other solution engineers, seller or customer success managers.

Your roles and responsibilities:

• Work with internal stakeholders such as product, other solution engineers, sellers, customer success managers to deliver technical demonstrations of integrations to prospects and customers

• Create and curate demonstrable assets for integrations so that prospects and customers can see the value of these integrations live

• Become internal experts on strategic partner (third party) applications

• Drive other initiatives as demanded by role by yourself with minimal oversight ot guidance

• Maintain a disciplined process by which service requests from internal stakeholders are serviced and closed within defined SLAs. 

• Create other collaterals such as messaging documents, technical documents, videos to drive app adoption

• Innovate process automations in this domain to help other solution engineers show value to customers quickly and efficiently

• Become the eye and ears on the field to understand customer demands and loop back the information to product teams

• 4 to 8 years of relevant experience in a similar technical pre-sales role, preferably in SaaS or software product environments

• Bachelor's or Master’s degree in information technology, computer science or a related field is an advantage

• Hand-on experience with enterprise-grade integration platforms

• Experience with integration technologies,  REST APIs, SDKs, and authentication technologies such as SSO, SSL etc.

• Knowledge of Javascript, Node.js would be an advantage

• Ability to explain complex technical concepts in a simple manner. (“Tell me like I am five”)

• Excellent communicational and listening skills, presentation and demonstration skills, enthusiastic about helping and serving clients, strong customer and solution-oriented personality

• Highly driven individual with an execution focus and a strong sense of urgency

• A standout colleague who enjoys working in a high-energy, high-volume sales team environment

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

• 13 to 18 years of relevant work experience as a web developer, UI developer, JavaScript expert or frontend engineer
• Sound knowledge in EmberJS, ReactJS, 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

• 13 to 18  years of relevant work experience as a web developer, UI developer, JavaScript expert or frontend engineer
• Sound knowledge in EmberJS, ReactJS, 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 Java will be a plus Exposure to Data Structures and Algorithms.

Responsibilities:
Monitor accounts to identify outstanding invoices and follow up with customers via phone, email to reduce the aged debt
Ensure the payments are been collected on time by corresponding with customers.
Investigate & reconcile historical data and clear the old pending invoices.
Maintain up-to-date documentation of customer follow up's and payment status.
Preparation of weekly and monthly MIS on time and circulate accurately
Coordinate in documenting audit requirements.
Coordinate with internal teams to resolve the issues raised by customers.

 

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:

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

3 to 7 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 React and should have good hands on experience.

Good understanding of other JavaScript frameworks such as jQuery, Angular will be a plus

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

Exposure to Data Structures and Algorithms.

About the role:

We’re looking for passionate engineers who love Linux, who are intimately familiar with fundamentals of OS and able to automate the iterative task with optimized scripts. We’re looking for highly motivated and talented engineers who are passionate about engineering velocity and automation. The complexity of our application traffic continues to increase as we scale out our microservices architecture to meet our subscriber demand. Our goal is to ensure that we successfully deliver high availability and application traffic across the cloud infrastructureResponsibilities

• Managing and Monitoring our production systems Serve as a primary point responsible for the overall health, performance, and capacity of our internet-facing systems
• Ability to perform root cause analysis on various service impacting events Well organized with the ability to multi-task and prioritize work
• Must be able to work on 24/7 shift Implement and support compliance with Freshworks compliance and information security processes
• Troubleshoot and resolve issues escalated by customers and Internal systems
• Review Application & Infra monitoring changes Work with other team leads to develop SOP documents.

We are seeking a motivated and experienced professional to join our GTM (go-to-market) information security team as Senior Cybersecurity Advisor. This person will report to the Manager, Information Security with the primary responsibility of being a subject matter expert in Cybersecurity providing confidence and assurance to freshworks existing customers and prospective customers.
 

The objective of the role is to be a technical security expert and win the trust of customers representing the information security of the company. The role is key to provide to customers adequate, contextual, and timely information around information security. 

This role will be responsible for working closely with the Security Engineering, Product Engineering teams and be a single point of contact handling all cloud security, AWS architecture-related aspects. Working with Customer facing teams such as Sales, Pre-Sales, Channel Sales, Customer Success, Customer Support, and Deals desk teams this role will handle information security requirements from prospective customers and/or existing customers.

The scope of the role includes responding to RFPs, security, and data privacy questionnaires, and handling calls jointly with other teams from the Go-To-Market functions. Given the wide range of time zones that we cater to, the role members will be aligned to different time zones when required.

• Play the role of technical security advisor providing assurance on information security asks from prospective or existing customers related to security engineering, architecture, and technical security aspects of the product.

• Work with product engineering & security engineering teams, create reusable customer shareable technical security collaterals based on customer asks for providing the required information security assurance.

• Participate in customer discussions related to technical security.

• Respond to information security questionnaires, Inquiries, Queries, RFI/RFPs, other due diligence documents.

• Perform Contract Reviews (MSA, DPA, BAA, etc…) for the applicable/related to information security obligations. 

• Coach the existing team members upskilling their technical security knowledge.

• Have a balanced work-life integration. 

This position will be a part of the commercial sales organization, that focuses on organizations with 250-500 employees. This is not a management position and is an individual contributor role.

• Sell the entire Freshworks suite of products to “new logo” customers in your territory
• Tier your accounts and prospect into them alongside your BDR, via tailored and relevant outreach campaigns (social, email and cold calling)
• Work alongside Partners for building a pipeline and closing
• Focus on deals greater than 20000$ARR and with experience of 50000$ARR and close using proven techniques
• Ability to connect with C levels of an organisation.
• Build, develop and manage your sales pipeline
• Lead and communicate effectively with other departments such as business development, marketing and pre-sales throughout the sales process
• Travel to customer locations and marketing events as needed
• Commit to continuous improvement and constant learning

About the Opportunity



Good customer management skills to reach right point of contact at first time, understand customers invoicing/payment process cycle
Enforce agreed contractual payment terms at all times while maintaining good relationship with customers
Perform Daily Invoicing Functions
Resolve Billing Errors & Support Financial Staff
Perform General Administrative Duties
Identify payment barriers at early stages and takes proactive steps to prevent such issues by working with other stakeholders within Freshworks and at customer side (Dispute Management)
Review all aged invoices periodically to identify potential bad debts and subsequent write-offs
Respond to all queries both from Internal and external customers in timely manner per the agreed turnaround time


Experience / Qualifications


 

If you have a passion for analytics and a desire to leverage product data to support both customers and customer-facing teams, this role is for you. As a cross-functional product analyst, you'll collaborate with teams from Product & Engineering, Marketing, Sales, and Customer Advocacy to provide an external perspective on the product. The ideal candidate should feel at ease working with complex data, confidently navigate ambiguity in business processes, and have hands-on experience in data analysis. Additionally, having the ability to translate data into practical insights and captivate others with exciting findings is crucial. Familiarity with basic product metrics is also beneficial.

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

• Ability to understand complex data landscapes and a willingness to handle ambiguity in business processes and simplify them for the next person.
• Own the cross-functional role for one business unit independently.
• Utilize strong database skills to work with large, complex datasets to extract insights.
• Filter and cleanse unstructured (or ambiguous) data into usable datasets that can be analyzed to extract insights and improve business processes.
• Collaborate with Product, Marketing, Customer-facing teams, and senior leadership on product-centric, cross-functional business requests.
• Derive value from existing analytics frameworks and jump in to build new ones when the business requires them.
• Report on customer health and product benchmarking. Highlight optimization/at-risk areas for customers using product telemetry with a mix of heuristics and predictive models.
• Monitor product adoption KPIs and tie them to adjacent business data models to bring out opportunities for expansion and retention.
• Emphasize key customer insights to serve as a foundation for customer advocacy stories.
• Shape business decision-making through quantitative and qualitative data analysis, revealing insights and trends related to business performance.
• Communicate findings to stakeholders and take initiatives to improve business performance.

Requirements:

• Sound knowledge of standard descriptive statistical techniques. Know-how of using predictive analytical models when required.
• Excellent communication skills, the ability to storyboard, and present insights in a succinct manner.
• Hands-on experience with DBMS systems and the ability to frame SQL queries for complex wrangling. Know-how of creating and automating data workflows.
• Hands-on experience with Python and R for building simple analytical models.
• Ability to tell a story with data using appropriate visuals and hands-on experience in building and maintaining dashboards via Power BI, Looker, Tableau, Sisense, etc.
• Proven track record of collaborating with stakeholders and delivering analytics projects with measurable impact.
• Experience with text mining, recommender systems, and social media analytics will be an added advantage.

• Ability to provide business insights by understanding data/metrics generated out of Enterprise BI Environment.
• Understand business processes and evaluate BI impact and help in designing BI Solution 
• Staying up-to-date on the latest process and IT advancements to automate and modernize systems.
• Conducting meetings and presentations to share ideas and findings.
• Documenting and effectively communicating your insights and plans to cross-functional team members and management.
• Gathering critical information from meetings with various stakeholders and producing useful reports.
• Working closely with business stakeholders, technologists, and managerial staff.
• Ensuring solutions meet business needs and requirements.
• Performing solution testing and preliminary user acceptance testing.
• Serving as a liaison between stakeholders and users.
• Managing competing resources and priorities.
• Monitoring deliverables and ensuring timely completion of projects.

This position will be a part of the commercial sales organization, that focuses on organizations with 250-500 employees. This is not a management position and is an individual contributor role.

● Sell the entire Freshworks suite of products to “new logo” customers in your territory

● Tier your accounts and prospect into them alongside your BDR, via tailored and relevant outreach campaigns (social, email and cold calling)

● Work alongside Partners for building a pipeline and closing

● Focus on deals greater than 20000$ARR and with experience of 50000$ARR and close using proven techniques

● Ability to connect with C levels of an organisation.

● Build, develop and manage your sales pipeline

● Lead and communicate effectively with other departments such as business development, marketing and pre-sales throughout the sales process

● Travel to customer locations and marketing events as needed ● Commit to continuous improvement and constant learning