Principal Engineer

Freshworks
San Mateo
Workplace: HybridFull timeUSD 216,000 - 298,000 annuallyFunction: Communications, PR & CommunityExperience: 10+ yearsSkills: ["Technical leadership","Cross-team collaboration","Systems thinking","Mentorship","Problem-solving"]

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.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Freshworks
Freshworks
1 month ago

Principal Engineer

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 19 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
Glassdoor: 3.5
WebsiteLinkedInGlassdoor