Staff Engineer - Site Reliability

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.

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. 

• 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

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.