Senior Director - Engineering Job in Freshworks Inc

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. More than 50,000 companies -- from startups to public companies -- around the world use Freshworks software-as-a-service to enable a better customer experience ]CRM) and employee experience (ITSM, HRSM). Headquartered in San Mateo, California, Freshworks has a dedicated team operating from 13 global locations to serve 50,000+ customers including Bridgestone, Chargebee, DeliveryHero, ITV, Klarna, Multichoice, OfficeMax, TaylorMade, and Vice Media.

Freshworks transforms the way world-class organizations collaborate with customers and co-workers. The suite includes Freshdesk (omni-channel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshteam (HR management system). Freshworks has received numerous accolades including 2019 Startup of the Year from Economic Times, #16 ranking on the Forbes Cloud 100 list, and #22 on the Battery Ventures/Glassdoor Best Places to Work in 2020. Our suite of products has also been recognized by analysts including the Gartner Magic Quadrants for CRM Customer Engagement, IT Service Management, and Sales Force Automation.

While Freshworks has had incredible organic growth over the last few years, the company also has made targeted acquisitions that add critical capabilities to the portfolio including Natural Language Processing, Chatbots, Machine Learning, Social and Messaging Transformation. Freshworks has raised over $400 million in capital and is funded by Accel, CapitalG, Sequoia Capital, and Tiger Global Management. More information is available at www.Freshworks.com.

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, or 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, our communities, and our business.

Job Description

At Freshworks we are building next gen CRM, Support & IT Automation, Sales & Marketing SaaS products/services & related platform/Foundation-services - for the Small and Mid-market customers across the globe. We have about 50K+ customers across 140 countries, with ~10 SaaS product offerings. To give you some idea about the scale we handle: we deal with 70TB of logs/day where we have some challenging and interesting problems to solve with our Search / Relevance Engineering. We deal with ~1B Messages with ~300K/Min and ~5B conversations with ~6M/Day where our Chat, Bot and Messaging solutions have to deal with competing with the best in the world. On the Data Engineering and Analytics side we have some complex problems to solve with the rate at which we are growing in dealing with challenges like ~5M Db Reads/min, ~700K reqs/Min, 600M users and pushing the limits of Cloud Services. And we are just getting started!

The Freshworks platform enables developers, partners, and customers to customize, integrate, and automate business workflows for support, CRM, and IT use cases. The purpose of the FW Platform team is to build efficiency, bring in agility into product development, enable services to scale and improve performance, and thereby provide a seamless experience to our customers. In order to achieve this, the Platforms teams work very closely with our internal stakeholders and align to their goals - the Product teams, the Customer facing teams(Sales, Customer Success, Onboarding teams). Some of the key themes include providing a unified customer experience, a robust developer experience, and an intelligent analytics experience.

What will you be responsible for

• Take end-to-end responsibility for the Analytics pillar of the Freshworks platform:

  • People excellence: Ensure your team is happy, productive, and up to date on technical skills. Help with the hiring strategy in partnership with the Talent Acquisition team.

  • Service/Operational Excellence: Platform services at Freshworks have world class SLAs and SLOs. Uptime, performance, and scale are critical factors you would be responsible for.

  • Architectural Excellence: partner with the Analytics chief architect to ensure the Analytics service is built in compliance with world class architectural standards and offers differentiated capabilities to our customers.

• As an engineering leader you will be expected to create a healthy and inclusive
  team culture consistent with Freshworks values by collaboration, caring and coaching.

• Mentor, coach, and develop the Analytics engineering leadership team.

• Partner with the Platform BU engineering leader in strategic planning to achieve business goals by identifying and prioritizing development initiatives that align with Freshworks organizational objectives

• Inspire and lead teams that work in multiple locations and time zones

• Own and execute the Annual Operating Plan for Analytics Engineering, which includes people, technology and financial planning

• Be a thought leader and coach for modern, world class engineering best practices in developing and running high-performance and highly-available Platform services

Qualifications

Who are we looking for

• 15 years of overall experience

• Experience in leading technical teams in software engineering with a platform mindset

• Strong experience in leading engineering teams shipping and deploying product to
  Customers (internal and/or external)

• Experience having owned and run services that have dealt at least with hundreds of terabytes of data on a day to day basis

• Demonstrated ability to have mentored a leadership team of engineering managers and directors

• Passionate about the architectural design of large-scale, Design Patterns & SOLID
  principles, highly reliable, and highly available, especially around Microservices/API
  integrations, integrations with 3rd party systems.

• Cloud/SaaS experience is mandatory

• Experience with AWS, Snowflake, and high-scale ETL pipelines, workflow systems like Apache AirFlow, popular visualization dashboards, data modeling, query analysis, query tuning are highly desirable

• Detailed working knowledge and experience in delivering using world class, modern engineering practices.

• Platform evangelist who understands and is excited about the role of a platform in SaaS and is able to inspire his / her team to evolve the Freshworks analytics service to be the most reliable, scalable, performant platform with the most intuitive user experience.

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.