Senior 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.

• 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.  

10-15 years of experience in SRE handling performance, architecture and design of applications

• Strong understanding of cloud computing, networking, Linux systems administration, containerization (e.g., Docker, Kubernetes), and infrastructure as code (e.g., Terraform, Ansible)
• Understanding of SRE principles, including SLOs, SLIs, SLAs, and error budgets.
• Experience in managing incident and retrospectives
• Experience in cloud cost management, cloud architecture
• In-depth knowledge of cloud computing platforms (e.g., AWS)
• Experience with infrastructure as code (IaC) tools and practices
• Experience with monitoring, logging & telemetry tools like New Relic, Splunk, ELK, Nagios, SolarWinds, Prometheus, AWS Cloudwatch, Datadog, Opentelemetry
• Expert in designing, creating and supporting Automation and Identify opportunities for self-healing systems, automated deployments, and other scalable solutions.
• Experience in performance engineering and identify opportunities for performance tuning and profiling
• Experience in prioritizing and managing technical roadmaps.
• Strong skills in stakeholder communication, requirements gathering, and documentation.
• Ability to work with cross-functional teams and build consensus around reliability goals
• Improve operational processes and team practices
• Problem-solving: Ability to analyze complex systems, troubleshoot issues, and devise effective solutions
• Excellent communication skills, with the ability to inspire and motivate cross-functional teams.
• Experience in dealing with the intricacies of large-scale distributed systems and ensuring their reliability and performance.

At Freshworks, we have fostered an environment that enables everyone to find their true potential, purpose, and passion, welcoming colleagues of all backgrounds, genders, sexual orientations, religions, and ethnicities. We are committed to providing equal opportunity and believe that diversity in the workplace creates a more vibrant, richer environment that boosts the goals of our employees, communities, and business. Fresh vision. Real impact. Come build it with us.