Lead Software Engineer - Machine Learning

Company Description

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 (omni-channel 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

Job Description

As a Lead Software Engineer in Machine Learning 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 Cloud Engineering BU at Freshworks. In this role, you will lead efforts to leverage GenAI techniques to address unique challenges within our company, including indigenous framework to safeguard GenAI applications by applying the knowledge of machine learning to enforce AI to be responsible. You will also be building a state of the art conversational bot that should explore logs, metric or trace data to identify issues, uses natural language to prove correlation and RCA, analyses time series data to look for anomalous behavior. Imagine the next generation of Observability 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 user 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 organization's objectives.

• Innovation: Critically analyze the state of the GenAI application, identify gaps and design a scalable and robust solution.

• 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 end to end, encompassing data pre-processing, model generation, cross-validation, and feedback sharing.

• Performance evaluation: Ability to identify and formulate suitable metrics to measure performance and design automated test-suites.

Qualifications

• A Bachelor’s degree or higher in Computer Science, Statistics, Mathematics, or a related field, or a Master’s degree in Computer Science, Statistics, Mathematics or a related field with a minimum of 6+ years of relevant work experience.

• Strong problem-solving and programming skills in at least one of the following languages- Python, Java, SQL, etc.

• 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.

• A solid background in at least 2 of the following areas: Natural language processing, statistical ML techniques, graph algorithms, time series analysis, constraint optimization, signal processing (speech or vision), deep learning, and distributed systems.

• Experience with natural language processing tasks utilizing prompt engineering, LLMs, transformers, and knowledge graphs is highly advantageous.

• Familiarity with distributed computing principles and experience using Spark for large-scale data processing and model training is a significant advantage.

• Experience working with SQL databases (e.g., PostgreSQL, MySQL) and familiarity with NoSQL databases (e.g., MongoDB, Cassandra) is a plus.

If you are a forward-thinking machine learning engineer with a passion for pushing the boundaries by leveraging GenAI and envision yourself driving the transformation of Observability through interactive, conversational experiences, or fond of working in the domain of Responsible AI, we encourage you to apply and join our dynamic team. Your expertise will play a pivotal role in turning our GenAI vision into a reality.

Additional Information

All your information will be kept confidential according to EEO guidelines.

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.