Total 232 job vacancies by Freshworks

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.

Job Description

We are looking for seasoned technical writers with a passion for crafting clear and concise content to join our ranks.

Responsibilities include:

• Product Documentation: Develop and maintain comprehensive product documentation, including user guides, onboarding guides, migration guides, online and inline help, and release notes.
• Developer Documentation: Produce thorough and accurate API documentation to assist developers in integrating and leveraging our APIs effectively.
• UX Writing and Content Design: Write clear and concise microcopy to enhance and streamline our user experience, including labels, tooltips, and error messages.
• Standardization: Propose, build, and document writing standards that help quickly onboard future technical writing team members.
• Process Management: Define and maintain documentation processes that align with our software release life cycle involving multiple stakeholders: product management, engineering, product marketing, and others.

• Build and lead a high performing sales team.
• Can articulate a clear vision and set the overall strategy & goals for the business.
• Identifying new opportunities in industry verticals and driving expansion into them
• Be accountable for the attainment of new customer acquisition targets.
• Development of the sales team, includes recruiting, on-boarding and training new Account
Executives
• Possess formal sales training in solution selling and executing complex sales cycles with
CXOs.
• Support direct reports by participating and leading in prospect meetings and engaging
other corporate resources as required.
• Cross functional collaboration : Marketing, Sales Development, Pre Sales, Sales
Operations, Legal, Finance.
• Drive operational rigor: Monitoring sales activities of the team and tracking results. Drive
effective reviews and forecast meetings.
• Maintain the CRM discipline. Ensure forecast accuracy by managing a sales pipeline

Overview of the role:

As a Lead Software Engineer, you will focus on building next-generation platform services for Freshworks with your strong background in distributed systems and mentor your team to achieve this. You will have an opportunity to redefine customer experiences by building systems that are milli-second efficient, always available and working at internet scale. If you are the kind of engineer who is passionate about building systems, have a good eye for analysis and a mind that can think outside the box, we want to talk to you.

Responsibilities:

- Lead teams to deliver scalable, low latency, and cost-efficient solutions to different product teams.

- Drive solutions and implementation leveraging different open source distributed systems and deliver a complete product.

- Build innovative solutions from scratch and liaise with architects and engineers from other product teams to build solutions and drive adoption.

- Elicit quality attributes of the system as well as create criteria metrics for the product to establish the success of achieved metrics

- Implement and support compliance of self and team to Freshworks compliance and information security processes.

Requirements:

- 6.5-10 years of prior experience

- Advanced understanding of OOPS

- Knowledge of SDLC (Software Development Lifecycle)

- Experience of working in an Agile environment

- Ability to design for scale and performance

- Ability to do peer code reviews

- Solid problem-solving skills

- Experience with hands-on programming

- Expertise in data structures and algorithms

As a Project Manager with 8 to 10 years of experience, you will play a pivotal role in leading and delivering successful projects from initiation to completion. Your expertise in project management methodologies, team leadership, and problem-solving skills will be instrumental in driving efficiency, meeting deadlines, and ensuring the highest quality outcomes.

Responsibilities: 

• Project Planning: Collaborate with stakeholders to define project scope, objectives, and deliverables. Develop comprehensive project plans, including timelines, milestones, and resource allocation, to ensure successful project execution.
• Team Player: Work with cross-functional project teams, fostering a collaborative and productive work environment. Clearly communicate project goals, roles, and responsibilities to team members.
• Project Tracking and Monitoring: Responsible for tracking tasks and timelines and driving the project forward. Track progress and communicate updates to the project team and stakeholders. 
• Risk Management: Identify potential risks and challenges that could impact project success. Implement effective risk mitigation strategies to ensure projects stay on track.
• Communication: Maintain clear and consistent communication with project stakeholders, providing regular status updates, progress reports, and addressing any issues or concerns promptly.
• Quality Assurance: Ensure all project deliverables meet the highest quality standards. Conduct thorough testing and review processes to validate project outcomes.
• Change Management: Handle project changes and scope adjustments, assessing their impact on project timelines and resources. Implement change management procedures to minimize disruptions.
• Project Documentation: Maintain accurate and up-to-date project documentation, including project plans, schedules, and meeting records. 
• Client Support: Work closely with senior project managers to build strong client relationships, understand client needs, and address inquiries or concerns promptly.
• Continuous Improvement: Analyze project performance and outcomes to identify areas for improvement. Utilize lessons learned to enhance future project planning and execution.

Position Overview:

As the Senior Director of SMB APMEA Sales at Freshworks, you will be at the helm of driving sales growth and expanding our market presence across the SMB segment in the APMEA region. Leading a dynamic team, you will spearhead strategic sales initiatives tailored to the unique needs of small and medium-sized businesses in the Asia Pacific, Middle East, and Africa markets. Your primary focus will be on crafting and executing strategies to drive revenue, and optimize sales performance. This pivotal role demands a seasoned leader with a deep understanding of SMB dynamics, a strategic mindset, and a track record of delivering tangible results in sales leadership within the software and SaaS industries. You will play a crucial role in driving Freshworks' mission forward, with innovative solutions and driving sustainable growth in the APMEA market.

Requirements:

• 18+ years of demonstrated success in software sales, particularly in the SMB segment within the APMEA region.

• Minimum of 5 years in sales management and territory management roles, with a proven ability to cultivate and nurture high-performing sales teams.

• Experience leading teams of 30 or more span, with a focus on driving results through effective coaching and development.

• Proven track record of strategically growing businesses and consistently surpassing sales quotas, specifically within the SMB market.

• Proficiency in articulating a clear vision and setting strategic goals for the SMB APMEA sales business, aligning with overall company objectives.

• Strong background in identifying new opportunities within industry verticals and executing expansion strategies tailored to the SMB segment.

• Comprehensive understanding of solution selling methodologies and experience in navigating complex sales cycles, particularly with CXOs.

• Willingness to work in the APMEA shift to effectively engage with regional teams and customers.

• Commitment to maintaining operational rigor, including monitoring sales activities, conducting effective reviews, and ensuring forecast accuracy through meticulous CRM management.

• Proactive approach to cross-functional collaboration, working closely with departments such as Marketing, Sales Development, Pre-Sales, Sales Operations, Legal, and Finance to drive cohesive strategies and achieve collective goals.

Overview of the Role

Freshworks seeks a self-motivated senior engineer to work alongside multidisciplinary teams that build and scale our products. As a Senior Staff Software Engineer, you will establish and drive the engineering standards and benchmarks the teams you work with will live up to. You will own and elegantly solve the most challenging problems for your teams. You will lead by example and demonstrate with your work ethic and disciplines exactly how great engineers bring value every single day to a growing organisation like ours. Young, enthusiastic engineers will look up to you for everyday guidance and mentorship, and will find it a joy working alongside you.

Responsibilities:

• As a software architect, design, document, deliver the most elegant, practical solutions to challenging engineering problems
• As an experienced engineer, identify and help prioritise the most critical technical debt alongside solutions and iterative plans to chip away at the debt
• As a persistent student, stay abreast with the latest technological advancements and find opportunities to find timely alignments with our internal needs
• As a senior programmer, establish a high bar for writing maintainable software through your own coding efforts, code reviews, and code sanity standards integrated into the CI pipelines.
• As a mentor, provide timely assistance and guidance to our inspired, young engineers as they attempt to crack a variety of engineering problems.
• As a visionary, aspire to achieve and define the next generation in technical and engineering standards
• As a collaborator, work with cross-functional teams of your own and across teams and products for critical projects
• As an ace troubleshooter, take on the most critical and challenging problems occurring in production and help analyse and solve them, while identifying preventive measures
• As a customer champion, internalise the customer’s expectations and bring a customer focus to all engineering design and implementation you own

We are seeking a highly skilled and motivated Cybersecurity Incident Response Analyst to join our dynamic team at Freshworks. As a Cybersecurity Incident Response Analyst, you will play a crucial role in identifying, containing, and mitigating cyber threats and incidents to ensure the security and integrity of our organization's systems and data. You will be responsible to coordinating incident response activities, and implementing strategies to improve incident detection and response capabilities.

Responsibilities:

• Lead the incident response team and closely work with the technical team during the incident. This role works closely with the incident response lead.
• Develop, implement, and maintain/improve incident response plans and playbooks.
• Establish and maintain relationships with key stakeholders, including executive leadership, legal, HR, Product and IT teams.
• Respond to security incidents and conduct investigations, including documenting findings, analyzing root causes, and recommending corrective actions.
• Coordinate with external parties, including  but not limited to law enforcement, vendors, and partners, as necessary during incident response.
• Conduct post-incident reviews  and identify opportunities for process improvement.
• Maintain knowledge of the latest trends, tools, and techniques in incident response and security operations.

We are seeking a dedicated learning partner to join our global support team. The ideal candidate will be responsible for enhancing the skills of our product specialists and technical account managers, with a focus on improving soft skills and reducing escalations.Key Responsibilities:

1. Skill Development: Develop and implement training programs aimed at enhancing soft skills, problem solving, customer centricity, and behavioral aspects.
2. Escalation Reduction: Identify common causes for escalations and design strategies to reduce them through effective learning interventions.
3. Performance Tracking: Monitor and evaluate the impact of learning initiatives on the performance of product specialists and the overall efficiency of the global support team.
4. Continuous Learning: Foster a culture of continuous learning and improvement.

As a Enterprise Customer Success Lead, your primary responsibility will be to engage with our clients, build strong relationships, and ensure they get the most value from our suite of products.

Key Responsibilities

Customer Relationship Management: 

Build and nurture customer relationships with a portfolio of assigned accounts, post onboarding through the entire customer lifecycle.

Retention Excellence: Focus on ensuring high customer retention rates and meeting retention goals.

Stakeholder Engagement: Develop and maintain trusted working relationships with key decision-makers and power users within client organizations.

Client Understanding: Gain a deep understanding of your assigned clients' needs, objectives, and processes to facilitate successful adoption of Freshworks products.

Value Maximization: Collaborate closely with the sales team to identify opportunities for upselling additional services, integrations, and features that enhance client success.

Proactive Risk Mitigation: Identify and proactively address risks to client success, engaging clients whenever retention issues are identified.

Retention Planning: Develop and execute retention plans for clients at risk of churn, ensuring their continued satisfaction.

Issue Resolution: Drive the resolution of escalated account issues, working closely with Billing, Support, and other departments. 

Product Expertise: Maintain an expert level of knowledge regarding Freshworks products and services.

Client Advocacy: Represent client interests internally, communicating product concerns, shortcomings, and missing features that may pose retention risks to senior leadership.

Contract Management: Manage inquiries, questions, and issues related to contracts from clients and other departments.

What will the role entail?
Take Ownership: Take Ownership: Own the Freshsales Mobile app on iOS and Android.

Be a Customer Champion: Develop a sense of empathy with our customer base to build an
understanding of various problems. The role is also a bridge between the customer and the
engineering teams to ensure focus on solving customer needs & delivering continuous value.

Practice Craftsmanship: Learn and Practice product craft. Create solutions with delightful user experiences and find the balance between solving the customer problem and shipping the right product solution. We take pride in releasing the smallest of features while iterating and shipping regularly.

Play as One Team: The role needs you to communicate clearly to various stakeholders of
Product development, Engineering, Marketing, Sales & Leadership teams and work together to bring your vision to life.

Act with Urgency: Breakdown complex problems to phases to help the team make incremental progress while still keeping the bigger picture intact. You’d evangelize the vision and ensure maximum customer value is achieved with the appropriate amount of work.

Site Reliability Engineering (SRE) combines software and systems engineering to build and run large-scale, massively distributed, fault-tolerant systems. SRE ensures that Freshwork's services—both our internally critical and our externally-visible systems—have reliability, uptime appropriate to customer's needs and a fast rate of improvement. Additionally SRE’s will keep an ever-watchful eye on our systems capacity and performance.

Much of our SRE focuses on optimizing existing systems, building infrastructure and eliminating work through automation. On the SRE team, you’ll have the opportunity to manage the complex challenges of scale, while using your expertise in coding, algorithms, complexity analysis and large-scale system design.

Responsibilities

• Collaborate with engineering and product teams to design scalable and fault-tolerant systems architecture. Define best practices for infrastructure design, deployment, and operation.

• Evaluate cloud services and technologies to identify the best fit for our technical requirements and business goals.

• Ability to solution architect components to address the system scalability and reliability issues

• Define and drive automation and orchestration strategies.

• Independently determine and develop architectural approaches and Infrastructure solutions.

• Understanding of TCP/IP, UDP, HTTP, and other relevant protocols.

• Familiarity with subnetting, routing, and firewall concepts

• Experience with container orchestration platforms like Kubernetes, including deployment, scaling, and networking aspects.

• Knowledge of SSL/TLS protocols and experience in setting up secure communication channels.

• Ensures that system design includes single-points of failure (if any) and plans to mitigate it; strives to build systems without single points of failure

• Provides design support and guidance for System implementation / Iteration / deployment

• Provides support services before they go live through activities such as system design consulting, developing software platforms and frameworks, capacity planning and launch reviews

• Independent in identifying new Design problems and architecting solutions

Roles and Responsibilities 

Experience:- 7 - 11 Years

1. Should possess good knowledge of MySQL architecture & routinely perform MySQL installation and configuration Expertise in MySQL parameters and tuning 

2. Should be able to perform Query Optimization & Perform load tests 

3. Actively participate in production database support. Should be ready to be available for on-call rotation support.   

4. Should possess Good knowledge at AWS RDS functionality & Sharding & be able to liaison with AWS TAM for support.

5. Should have working knowledge of MySQL database proxy setups  Ex: ProxySQL or Max Scale

6. Good knowledge at MySQL High Availability tools  Ex: Orchestrator or MHA

7. Should have working knowledge of Percona tools.

8. Should be able to perform DB replication configuration, backups 

9. Experience with Linux scripting (Bash/Perl/Python) to automate DBA tasks 

10. Should be able to monitor and suggest solutions for MySQL capacity issues, performance, and troubleshooting.

11. Hands-on MySQL Version Upgrade Process  

12. Troubleshooting the MySQL and Linux-related issues  

13. Capacity planning- should be able to plan and suggest to application teams

14. Knowledge of MariaDB, PostgreSQL and NoSQL DBs would be a plus.

15. Should be willing to learn and adapt according to the needs of the organization.

Overview
As a Cybersecurity Project Manager at Freshworks, you will contribute to the department's overarching
goals. Reporting to the Cybersecurity Program Manager, this role involves the direct management of
specific cybersecurity projects across several organizational domains, ensuring these projects are
delivered within scope, time, and budget. You will work closely with internal stakeholders and teams to
execute projects aligned with our strategic objectives, maintaining a focus on security, risk management,
and compliance.
Responsibilities
 Manage and oversee the execution of cybersecurity projects from inception through completion.
 Coordinate project scope, goals, and deliverables with various internal teams, including IT, engineering, legal, and HR.
 Develop comprehensive project plans that merge customer requirements with  company goals
and coordinate various managers and technical personnel during all project phases.
 Prepare and maintain project documentation, including project timelines, budget estimates, and resource allocation plans.
 Monitor and report on project progress, manage risks, and resolve issues to ensure on-time project delivery within budget.
 Foster communication between project teams and other departments, acting as a single point of contact for project management issues.
 Implement effective measurement and tracking systems to ensure projects align with and directly support the achievement of strategic objectives.

 Work with the Program Management Office to align cybersecurity initiatives with company-wide project standards and goals.
 Collaborate with cybersecurity leadership to refine project outcomes and approaches, ensuring alignment with industry best practices and organizational goals.
 Serve as a liaison between technical and non-technical departments, and communicate with other stakeholders to ensure projects are completed to specification.
 Assist the Cybersecurity Program Manager in the development of project strategies and  the annual project portfolio.
 Contribute to the continuous improvement of the project management process, incorporating lessons learned and best practices into future projects.