Freshworks—Lead Software Engineer - Site Reliability

Job description

Description: 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. Freshworks Inc. builds uncomplicated service software that delivers exceptional employee and customer experiences. Our people-first approach to AI eliminates friction, helping businesses reduce complexity, lower cost-to-serve, and deliver faster, more human support through enterprise-grade yet easy-to-use CX and IT solutions. Nearly 75,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks to power their Employee Experience (EX) and Customer Experience (CX) operations. Fresh vision. Real impact. Come build it with us. At Freshworks, uptime is sacred. As a Lead Site Reliability Engineer (SRE), you'll be the engineer behind the curtain—designing for resilience, automating recovery, and ensuring our systems stay fast, stable, and observable at scale. You’ll partner closely with engineering, platform, and product teams to shift reliability left and set the standard for performance and availability. If you live for clean telemetry, root cause resolution, and engineering chaos into confidence, this is your playground. Responsibilities - Design and implement tools to improve availability, latency, scalability, and system health. - Define SLIs/SLOs, manage error budgets, and drive performance engineering efforts. - Build and maintain automated monitoring, alerting, and remediation pipelines. - Collaborate with engineering teams to improve reliability by design. - Lead incident response, root cause analysis, and blameless postmortems. - Champion observability across services—logs, metrics, traces. - Contribute to infrastructure architecture, automation, and reliability roadmaps. - Advocate for SRE best practices across teams and functions. Requirements - 7–12 years of experience in SRE, DevOps, or Production Engineering roles. - Coding Proficiency: Develop clear, efficient, and well-structured code. - Linux Expertise: In-depth knowledge of Linux for system administration and advanced troubleshooting. - Containerization & Orchestration: Practical experience with Docker and Kubernetes for application deployment and management. - CI/CD Management: Design, implement, and maintain Continuous Integration and Continuous Delivery pipelines. - Security & Compliance: Understand security best practices and compliance in infrastructure. - High Availability & Scalability: Design and implement highly available, scalable, and resilient distributed systems. - Infrastructure as Code (IaC) & Automation: Proficient in IaC tools and automating infrastructure provisioning and management. - Disaster Recovery (DR) & High Availability (HA): Deep knowledge and practical experience with various DR and HA strategies. - Observability: Implement and utilize monitoring, logging, and tracing tools for system health. - System Design (Distributed Systems): Design complex distributed systems with a focus on reliability and operations. - Problem-Solving & Troubleshooting: Excellent analytical and diagnostic skills for resolving complex system issues. Qualifications : - Degree in Computer Science, Engineering, or related field. - Experience building and scaling services in production with high uptime targets (99.99%+). - Clear track record of reducing incident frequency and improving response metrics (MTTD/MTTR). - Strong communicator who thrives in high-pressure environments. - Passionate about automation, chaos engineering, and making things just work. 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.