Senior Staff Engineer

Freshworks makes it fast and easy for businesses to delight their customers and employees. We do

this by taking a fresh approach to building and delivering software that is affordable, quick to

implement, and designed for the end user. Headquartered in San Mateo, California, Freshworks has a

global team operating from 13 global locations to serve more than 65,000 companies -- from startups

to public companies–– that rely on Freshworks software-as-a-service to enable a better customer

experience (CRM, CX) and employee experience (ITSM).

Freshworks' cloud-based software suite includes Freshdesk (omnichannel customer support),

Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk),

Freshchat (AI-powered bots), supported by Neo, our underlying platform of shared services.

Freshworks is featured in global national press, including CNBC, Forbes, Fortune, Bloomberg and has

been a BuiltIn Best Place to work in San Francisco and Denver for the last 3 years. Our customer

ratings have earned Freshworks products TrustRadius Top Rated Software ratings and G2 Best of

Awards for Best Feature Set, Best Value for the Price and Best Relationship.

About the role:

As a Senior Staff Engineer Data Scientist with a focus on GenAI (Generative Artificial Intelligence), you will be at the forefront of pioneering innovative applications of data science and machine learning in employee engagement and customer support. In this role, you will lead efforts to leverage GenAI techniques to address unique challenges within our company, including intelligently combing through time series data to look for anomalous behaviour through classical ML techniques. Imagine the next generation of IT services being offered not via dashboards or clicks or filters but in an interactive, conversational manner, backed by real-time analysis of the entire streaming data into an operating center. This vision is what you would make into a reality. You will build algorithms that analyze these millions of streaming data points, build a distributed, scalable, and high-performance system to serve the insights to the customer through a next-gen conversational UI/UX.Responsibilities:

• Strategic Collaboration: Collaborate closely with product and business teams to gain a comprehensive understanding of the challenges and opportunities within the GenAI landscape, aligning data science initiatives with the organisation's objectives.
• Metric Definition: Define key performance metrics that accurately reflect the value delivered to end-users through GenAI solutions.
• Intelligent System Design: Apply deep expertise in machine learning, statistics, and advanced mathematics to conceptualize, experiment, and design intelligent systems powered by GenAI.
• Big Data Processing: Develop efficient systems capable of processing vast volumes of data, demonstrating proficiency in distributed programming frameworks like Hadoop and Spark.
• ML/AI Architecture: Collaborate closely with ML Engineers to design scalable systems and model architectures that enable real-time ML/AI services.
• End-to-End ML Pipelines: Take ownership of ML pipelines from start to finish, encompassing data pre-processing, model generation, cross-validation, and feedback sharing.

Qualifications:

• A Bachelor's degree or higher in Computer Science, Statistics, Mathematics, or a related field, with a minimum of 10 years of relevant work experience.
• Strong problem-solving and programming skills, coupled with a profound understanding of the mathematical foundations underpinning machine learning algorithms, including probability, statistics, linear algebra, calculus, and optimization.
• Proven track record of successfully deploying ML projects in production systems with substantial individual contributions.
• Experience with natural language processing tasks utilizing prompt engineering, LLMs, transformers, and knowledge graphs is highly advantageous.
• Proficiency in time series analysis, NLP, Distributed Systems, large-scale computing, and Big Data technologies such as Spark is a plus.
• A solid background in at least 3 of the following areas: Natural language processing, statistical ML techniques, graph algorithms, constraint optimization, signal processing (speech or vision), deep learning, and distributed systems.
• Proficiency with database systems and schema design, encompassing both SQL and NoSQL databases.

At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business.