Engineering Manager

Organizations everywhere struggle under the crushing costs and complexities of “solutions” that promise to simplify their lives. To create 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.

At Freshworks, we build uncomplicated service software that delivers exceptional customer and employee experiences. Our enterprise-grade solutions are powerful, yet easy to use, and quick to deliver results. Our people-first approach to AI eliminates friction, making employees more effective and organizations more productive. Over 72,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks’ customer experience (CX) and employee experience (EX) software to fuel customer loyalty and service efficiency. And over 4,500 Freshworks employees make this possible, all around the world.

Fresh vision. Real impact. Come build it with us.

Freshworks is looking for a seasoned Engineering Manager to own and lead the engineering charter for AI Services and AI Applications experiences team. This role will focus on building and scaling foundational AI services, AI middleware that power AI/ML workloads, while also driving impactful AI-powered product experiences across CX and EX products.

This role requires strong technical and strategic leadership to deliver end-to-end AI capabilities spanning platform engineering, distributed systems, machine learning services, product experiences, and integrations. You will lead a team building high-scale, low-latency AI services, including discriminative and generative AI, with product-agnostic UI/UX and integrations across Freshworks products under the Copilot vertical.

Experience in building platform services at scale, with exposure to machine learning (ML), MLOps, or GenAI systems is highly valued. Experience in managing UI/UX, front-end engineering, and system integrations is a strong plus, as it enables building cohesive end-to-end product experiences, ensuring seamless interaction between AI services, user interfaces, and downstream product integrations.

Responsibilities:

• Own the technical vision, architecture, and roadmap for the core AI services and Copilot application experiences team.
• Drive execution across cross-functional engineering squads to build scalable, reliable, and reusable platform components.
• Manage and mentor a high-performing team of engineers, fostering career growth and technical depth.
• Partner with AI/ML scientists, MLEs, System engineers, product managers, and architects to translate AI research and use cases into production ready services and product integrations.
• Champion engineering best practices including CI/CD, observability, fault tolerance, and performance.
• Drive quality, reliability, and efficiency through code and architectural reviews, system observability, and testing standards.
• Influence and evolve the broader AI platform strategy at Freshworks through thought leadership.
• Own delivery, SLAs, and operational excellence for AI platform services.
• Contribute to hiring and shaping the engineering culture within the team and organization.

• Bachelor’s degree in computer science, Engineering, or a related field (or equivalent work experience)
• 10+ years of software engineering experience with at least 3+ years in people management roles
• Proven experience in building and operating platform or AI middleware services at scale, along with delivering strong product UI/UX and seamless integrations.
• Strong design and architecture skills, especially in distributed systems, backend services, APIs, infrastructure and Ops
• Set and uphold systems engineering standards around service performance, reliability, and observability—driving metric instrumentation, performance benchmarking, and a strong on-call and incident response culture
• Excellent programming skills in one or more languages (Java, Python, Go, etc.)
• Passion for coaching, growing engineers, and helping them achieve their potential
• Proven track record of driving technical and process improvements at an organizational level
• Strong communication and stakeholder management skills
• Experience building machine learning platforms, GenAI integration, or MLOps tooling is a significant plus

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.