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Freshworks is a leading provider of cloud-based customer engagement software.

Lead Software Engineer - Machine Learning
Chennai, IN
Job Description / Skills Required

About Freshworks:-

Freshworks provides innovative customer engagement software for businesses of all sizes, making it easy for teams to acquire, close, and keep their customers for life. Freshworks Software-as-a-Service (SaaS) products provide a 360-degree view of the customer, are ready to go, easy to use, and offer a quick return on investment. Headquartered in San Mateo, USA, Freshworks 2,000+ team members work in offices throughout the world. Freshworks has global offices in India, Singapore, Australia, UK, Netherlands, France, and Germany. The company counts over 220,000 businesses in its customer-for-life community around the world including Honda, Bridgestone, Hugo Boss, University of Pennsylvania, Toshiba, Sling TV, and Cisco.

Freshworks’ suite of products that transform the way world-class organizations collaborate with customers and co-workers include Freshdesk (Omni-channel customer support), Freshservice (IT Service Desk), Freshsales (Intuitive fully-integrated CRM), Freshmarketer (Marketing Automation Suite), Freshteam (HR Management System for growing teams), Freshchat (Modern messaging software) and Freshcaller (Cloud PBX system). 

Freshworks has received numerous accolades from analysts and media including making it to Forbes’ Cloud 100 list, Economic Times Startup of the Year, 2019 LinkedIn Top 25 Companies to work for in India and a listing on the Magic Quadrant for CRM Customer Engagement & IT Service Management. 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 $250 million in the capital and is funded by Accel, CapitalG, Sequoia Capital and Tiger Global Management. More information is available at

About the Role:

As a Machine Learning Engineer, you will focus on building next-generation platform services to enable Machine learning capabilities across the Freshworks suite of products. As part of your job, you will extensively use your analytical skills, knowledge of distributed systems and scalable, high-performance systems to build ML pipelines and API services.

Responsibilities :

Deliver scalable, low latency, and high-performance ML solutions for different Freshworks products

  • Build ML pipelines end-to-end, including stages such as data pre-processing, model generation, cross-validation, and active feedback

  • Build efficient systems for processing large amounts of data; be proficient with distributed programming frameworks such as Hadoop/Spark

  • Drive solutions and implementation leveraging different open source libraries and distributed systems

  • Work closely with Data Scientists and come up with scalable system and model architectures for enabling real-time ML/AI services

  • Liaise with architects and engineers from other product teams to build solutions and drive adoption

  • Elicit quality attributes of the system and define metrics to establish its success.

  An ideal candidate profile would include

  • Bachelors or Master’s degree in Computer science or related field

  • Should have more than 8 years of experience in Software Industry

  • A strong grounding in Data structures and algorithms, Database concepts

  • Good oral and written communication skills, analytical and problem-solving skills

  • Hands-on programming experience in JVM languages and Python

  • Experience in building scalable, high-performance, low latency systems

  • Foundation in basic math concepts

  • Background in big data tech, streaming applications

  • Prior experience in building and deploying ML systems

  • Familiarity with Machine learning algorithms

  • Ability to design ML systems end-to-end; this includes big-data handling, pre-processing, model generation logic, model persistence including choice of online data stores, etc., systems for consuming active feedback (online learning), web services to publish model predictions to consumers.