Senior Principal Engineer

As a Senior Principal Engineer for the ITOM BU you will be the primary architect of our technical future. You will own the long-term technical strategy and architectural roadmap for our IT Operations Management suite ensuring our products are scalable resilient and industry leading. This is a high-visibility Influence-without-Authority role where you will act as a strategic advisor to the CTO and CPO bridging the gap between ambitious business goals and world-class engineering execution. You will be expected to tackle the most complex ambiguous technical challenges while elevating the technical bar across the entire organization.

Key Responsibilities

• Architectural Vision & Strategy: Define and drive the multi-year technical vision for ITOM focusing on distributed systems high-availability architecture and AIOps integration.
• System Design & Scale: Architect and oversee the implementation of planet-scale services that handle billions of events focusing on observability incident management and automated remediation.
• Technical Leadership & Mentorship: Act as a Force Multiplier by mentoring Staff and Principal engineers fostering a culture of Courageous Innovation and engineering excellence.
• Cross-BU Collaboration: Break down technical silos by partnering with architects across other Business Units to drive platform consistency and shared infrastructure initiatives.
• Operational Excellence: Set the standard for reliability performance and security. Drive the adoption of modern DevOps/SRE practices and ensure the ITOM suite meets the highest enterprise-grade SLAs.
• Market Intelligence Integration: Keep a pulse on emerging technologies (AI/ML Edge Computing Serverless) and market trends to ensure Freshworks remains a disruptive force in the ITOM space.
• Strategic Decision Making: Provide data-driven technical perspectives on Build vs. Buy decisions vendor evaluations and M&A technical due diligence.

Qualifications :

Professional Qualifications

• Experience: 1215 years of progressive experience in software engineering with at least 5 years in a Principal or Distinguished Engineer capacity at a global product company.
• Domain Expertise: Proven track record in building and scaling ITOM ITSM or Observability platforms in a multi-tenant SaaS environment.
• Scale: Demonstrated experience in architecting systems that handle high-velocity data ingestion and complex event processing at a massive scale.
• Education: Bachelors or Masters degree in Computer Science Engineering or a related quantitative field from a premier institution.

Leadership Profile

• Strategic Influence: Ability to communicate complex technical roadmaps to non-technical executive stakeholders and influence the broader business strategy.
• Growth Mindset: A relentless drive for continuous improvement and a history of taking Calculated Risks to drive innovation.

Technical Skills

Core Engineering Mastery

• Polyglot Programming: Expert-level proficiency in multiple languages such as Java Golang Python or Ruby/C.
• Distributed Systems: Deep understanding of CAP theorem microservices patterns distributed caching and consensus algorithms (e.g. Raft Paxos).
• Data Infrastructure: Expertise in NoSQL (Cassandra MongoDB) SQL (Postgres) and stream processing frameworks (Kafka Flink Spark).

Cloud & Modern Infrastructure

• Cloud Native: Mastery of AWS/Azure ecosystems Kubernetes and container orchestration at scale.
• AIOps & ML: Strong understanding of integrating Machine Learning models for predictive analytics anomaly detection and automated incident response within an ITOM context.

Operational Power Skills

• SRE & Observability: Proficiency with Prometheus Grafana ELK stack and distributed tracing.
• Security & Compliance: Deep knowledge of architecting for SOC2 GDPR and enterprise-grade security protocols.

Additional Information :

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.

Remote Work :

No

Employment Type :

Full-time