Senior Director Engineering

Responsibilities:

At Freshworks we are building the future of customer and employee engagement. Our Platform is the bedrock upon which our products are built enabling thousands of businesses to champion their customers daily. We are looking for a visionary technology leader to take the charge of our Platform group a leader who makes bold moves and inspires their teams to set high standards for craftsmanship resilience and scale.

As the Senior Director of Engineering for Platform you will be empowered to make an impact by owning the strategic vision and technical execution for all core services. You will lead a world-class organization of engineers and managers fostering a culture of innovation and collaboration where we win as one team. This is a pivotal role with the opportunity to influence our entire product portfolio and deliver the speed and reliability our customers depend on.

The Impact You Will Create

As the Senior Director of Engineering for Platform you will not just oversee infrastructureyou will architect the intelligence engine that powers Freshworks. By owning the strategic vision for our core data and analytics services your work will influence our entire product portfolio and fundamentally change how thousands of businesses champion their customers.

Your leadership will drive transformative outcomes in the following ways:

• Pioneer Next-Gen AI-Driven Insights: You will transition our ecosystem from reactive dashboards to proactive intelligence. By partnering with AI/ML teams to build agentic insights and AI Copilots you will empower users with systems that predict risks detect anomalies and recommend next-best actions in real-time.
• Architect a World-Class Data Ecosystem: You will own and scale the modern data platform (Databricks Lakehouse) building highly reliable secure and compliant data pipelines (bronze/silver/gold patterns) that serve as the absolute single source of truth across the organization.
• Close the Insights-to-Action Loop: You will drive a product mindset across analytics ensuring that data doesnt just inform but acts. Your self-serve data products and MVPs will directly accelerate decision velocity improve SLA performance reduce risks and drive tangible ROI and revenue acceleration.
• Build and Inspire a High-Velocity Organization: You will cultivate a culture of deep craftsmanship and innovation leading a multi-disciplinary world-class organization of engineers data product leaders and BI developers to execute complex roadmaps under ambitious deadlines.
• Champion Engineering Excellence at Scale: Acting as the ultimate technical authority for the platform you will guide the design of large-scale highly resilient distributed cloud systems and microservices ensuring our products deliver the uncompromising speed and reliability our customers depend on.

Key responsibilities

• Lead a multi-disciplinary org: analytics engineers BI developers and data product leaders.
• Build scalable pipelines and data products (bronze/silver/gold patterns) ensuring data quality lineage and reliability.
• Establish governance: access controls data classification privacy/PII handling audits and compliance-ready practices.
• Drive an insights product mindset: stakeholder discovery prioritization MVPs adoption measurement iteration.
• Deliver executive-ready narratives and business reviews: concise insights drivers recommendations and clear next steps.
• Define and track impact: adoption decision velocity deflection productivity gains risk reduction and ROI.
• Work with the Data Science team on creating state of the art models. 

What Youll Do (Responsibilities)

• Set the Analytics & Insights vision: Define the strategy roadmap and operating model to deliver reliable outcome-focused insights across Product Support Sales Marketing Finance and Operations.
• Build proactive intelligence: Ship systems that detect anomalies forecast risk and surface emerging trendspushing insights to stakeholders proactively (not waiting for dashboards).
• Deliver agentic insights: Partner with AI/ML and product teams to build AI assistants/agents (e.g. an Insights Copilot) that answer questions generate narratives recommend next-best actions and integrate into the tools teams already use.
• Own the modern data insights platform: Lead the end-to-end analytics ecosystem on Databricks (Lakehouse)including orchestration governance semantic layer and BIto maximize speed trust and scalability.
• Establish a single source of truth: Standardize KPI definitions and metric governance ensuring consistent reporting and decision-making across teams.
• Scale self-serve analytics: Drive adoption through curated data products templates enablement programs and strong stakeholder partnerships that reduce ad-hoc asks and increase autonomy.
• Close the insights-to-action loop: Build processes and tooling so insights translate into decisions and measurable impact (cost reduction retention lift improved SLA performance faster resolution revenue acceleration).
• Lead & Inspire: Cultivate a high-performance inclusive culture across a multi-tiered organization of engineers and managers. Mentor the next generation of technical leaders and build a world-class team that is known for its technical excellence and execution velocity.
• Execute with Excellence: Master the entire development lifecycle from strategic planning and roadmap management to deployment and operations. Champion agile and iterative development methodologies to ship exceptional products under ambitious deadlines and evolving business priorities.
• Drive Technical & Architectural Strategy: Act as the ultimate technical authority for the platform. Guide your teams in building large-scale distributed cloud systems and microservices architecture ensuring we are always adopting best practices and cutting-edge technologies.
• Collaborate to Win: Build powerful partnerships with leaders in Product Operations and GTM to ensure the platform roadmap is perfectly aligned with business needs and customer expectations. Foster a one team mindset to solve complex cross-functional challenges.
• Champion Innovation & Quality: Foster a culture of continuous improvement encouraging out-of-the-box thinking and the adoption of new technologies. Establish and track key performance indicators (KPIs) that measure platform health reliability and business impact.

Qualifications :

What Youll Bring (Qualifications)

• A Bachelors or Masters degree in Computer Science Engineering or a related field.
• 15 years of progressive experience in software engineering with a proven track record of at least 5 years in a senior leadership role (Director or above) managing platform or core infrastructure teams.
• Demonstrable experience building scaling and leading high-performing product and engineering organizations in an enterprise SaaS environment.
• A strong technical foundation in building and operating large-scale distributed systems on public cloud platforms (e.g. AWS Azure GCP).

Skills Inventory

• Leadership & Talent Management:
  • Inspirational Leadership & Mentorship
  • Talent Acquisition & Retention
  • Organizational Design & Scaling
  • Performance Management & Career Development
• Technical & Architectural Acumen:
  • Cloud Computing & Microservices Architecture
  • Large-Scale Distributed Systems Design
  • DevOps CI/CD and SRE Principles
  • Data Security & Compliance Frameworks
• Strategic & Business Acumen:
  • Long-Term Strategic Planning & Vision Setting
  • Roadmap Development & Prioritization
  • Budget & Resource Management
  • Data-Driven Decision Making & KPI Management
• Execution & Collaboration:
  • Agile & Iterative Development Methodologies
  • Cross-Functional Influence & Stakeholder Management
  • Exceptional Communication & Interpersonal Skills
  • Problem-Solving & Crisis Management

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