Freshworks

2 weeks ago

Principal Engineer

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 11 hours agoStatus: Live

Job Summary

Build and operate Freshworks’ multi-tenant AI Agent Platform that powers reasoning-driven assistants and autonomous agents. Own systems architecture and engineering for agent runtime, orchestration, tool/API invocation, and retrieval/knowledge services—then make the platform self-operating via agentic AIOps workflows. Drive performance (latency, throughput, cost), end-to-end observability (tracing, metrics, logging), and reliability practices using Kubernetes, streaming pipelines, and distributed systems at enterprise scale.

Location: San Mateo

Workplace: Hybrid

Employment Type: Full time

Job Function: Communications, PR & Community

Seniority: Mid level

Key Responsibilities

•Architect and build the core AI Agent Platform, including agent runtime, orchestration, tool/API invocation, state and memory management, and retrieval/knowledge services.
•Design for scale and efficiency across multi-tenant serving, concurrency/queueing, model/inference routing, caching, and cost-aware execution to optimize planning→retrieval→tool calls→generation.
•Create agentic AIOps workflows that observe telemetry, perform anomaly diagnosis, execute remediation, and collaborate/escalate with on-call humans using audit trails.
•Implement closed-loop self-healing for multi-tenant reliability (failing agents, degraded connectors/tools, stale knowledge, failed ingestion, and retrieval/index drift) with guardrails and human-in-the-loop controls.
•Deliver end-to-end observability and operational telemetry (distributed tracing, metrics, structured logging, golden signals, SLOs/error budgets) and lead SRE practices across regions and tenants.

Pay and Benefits

Salary: USD 216,000 - 298,000 annually

Perks:DentalMedicalVisionDisabilityLife InsuranceEquityEsppPaid LeaveFlexible SpendingCommuter BenefitsWellness StipendAdoption LeaveParental Leave

Key Requirements

•10+ years building production software with deep experience designing and operating large-scale distributed systems and platforms.
•Proven experience building scalable AI/agent platforms or high-throughput ML serving systems, including orchestration, multi-tenancy, and latency/cost optimization.
•Hands-on experience designing agentic/autonomous workflows with multi-agent reasoning, tool/API invocation, and planning loops applied to production problems.
•Strong AIOps and SRE background with observability tooling (OpenTelemetry, Prometheus, Grafana), SLOs/error budgets, anomaly detection, incident management, and closed-loop automation.
•Strong proficiency in Python and a systems language (Go/Java) plus cloud-native architecture (Kubernetes, event-driven microservices, streaming pipelines).

Experience:10+ years

Skills:Technical leadershipCross-team collaborationSystems thinkingMentorshipProblem-solving

Languages:English

Tech Stack:PythonGoJavaKubernetesMicroservicesStreaming pipelinesOpenTelemetryPrometheusGrafanaDistributed tracingRAGRetrievalEmbeddingsKnowledge graphsLangChainLangGraphVector storesGraph storesConfluenceSharePoint

Company Brief

Freshworks

Provides cloud-based customer engagement, CRM and ITSM software (Freshdesk, Freshservice, Freshsales) that helps businesses manage customer and employee experiences through SaaS products and AI-driven tools.

Industry: Enterprise Software

Company Size: Enterprise (1,001+ employees)

Revenue: USD 500M to 1B

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: San Mateo, United States

Founded: 2010

Glassdoor: 3.5

Website LinkedIn Glassdoor

Loading job details...

Preparing the role view and application actions.

Freshworks

2 weeks ago

Principal Engineer

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 11 hours agoStatus: Live

Job Summary

Location: San Mateo

Workplace: Hybrid

Employment Type: Full time

Job Function: Communications, PR & Community

Seniority: Mid level

Key Responsibilities

•Architect and build the core AI Agent Platform, including agent runtime, orchestration, tool/API invocation, state and memory management, and retrieval/knowledge services.
•Design for scale and efficiency across multi-tenant serving, concurrency/queueing, model/inference routing, caching, and cost-aware execution to optimize planning→retrieval→tool calls→generation.
•Create agentic AIOps workflows that observe telemetry, perform anomaly diagnosis, execute remediation, and collaborate/escalate with on-call humans using audit trails.
•Implement closed-loop self-healing for multi-tenant reliability (failing agents, degraded connectors/tools, stale knowledge, failed ingestion, and retrieval/index drift) with guardrails and human-in-the-loop controls.
•Deliver end-to-end observability and operational telemetry (distributed tracing, metrics, structured logging, golden signals, SLOs/error budgets) and lead SRE practices across regions and tenants.

Pay and Benefits

Salary: USD 216,000 - 298,000 annually

Perks:DentalMedicalVisionDisabilityLife InsuranceEquityEsppPaid LeaveFlexible SpendingCommuter BenefitsWellness StipendAdoption LeaveParental Leave

Key Requirements

•10+ years building production software with deep experience designing and operating large-scale distributed systems and platforms.
•Proven experience building scalable AI/agent platforms or high-throughput ML serving systems, including orchestration, multi-tenancy, and latency/cost optimization.
•Hands-on experience designing agentic/autonomous workflows with multi-agent reasoning, tool/API invocation, and planning loops applied to production problems.
•Strong AIOps and SRE background with observability tooling (OpenTelemetry, Prometheus, Grafana), SLOs/error budgets, anomaly detection, incident management, and closed-loop automation.
•Strong proficiency in Python and a systems language (Go/Java) plus cloud-native architecture (Kubernetes, event-driven microservices, streaming pipelines).

Experience:10+ years

Skills:Technical leadershipCross-team collaborationSystems thinkingMentorshipProblem-solving

Languages:English

Company Brief

Freshworks

Industry: Enterprise Software

Company Size: Enterprise (1,001+ employees)

Revenue: USD 500M to 1B

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: San Mateo, United States

Founded: 2010

Glassdoor: 3.5

Website LinkedIn Glassdoor