Staff Engineer, Web Operations

Engineers in Freshworks Marketing build the websites and systems behind our digital experiences. They work with designers, marketers, product managers, and infrastructure teams to develop scalable applications, backend services, and content platforms.

Role Description

As a Staff Engineer, you will set technical direction across our marketing engineering teams and stay closely involved in implementation. You will identify gaps in our systems, build substantial proof of concepts, and lead architectural changes that improve how we deliver and operate our platforms. Working with engineering leadership, you will help decide which problems deserve attention and take ownership of solving them.

We are looking for deep engineering expertise and strong critical thinking. You should be curious about how things work, question assumptions, and follow problems through the code and its dependencies. You will use AI extensively to investigate and build as well as assist throughout your day. You remain responsible for understanding the results and knowing when to steer the work or change course.

How you work with people matters. We want someone colleagues can approach with a question or a different view. Explain your thinking clearly, listen carefully, and be willing to change your mind when the evidence warrants it. Share work early and follow through on commitments. Your work should remove recurring obstacles and help other engineers take on harder problems.

Responsibilities

• Set Full Stack Architectural Direction: Define how our web applications, backend services, CMS platforms, and cloud infrastructure should evolve together. Document the reasoning behind decisions and give teams a practical path from the current architecture to the next.
• Lead Proof of Concepts: Autonomously investigate ambitious ideas and build working prototypes to find out whether an approach will work. Explain what you learned and recommend which ideas to pursue. Lead the work to turn promising prototypes into reliable production systems that the team can maintain.
• Find and Solve Systemic Problems: Identify gaps and recurring bottlenecks across our platforms. Trace root causes, weigh alternatives, and make changes that improve performance, reliability, or the team's ability to deliver. Balance longer-term improvements with current commitments.
• Build Shared Tools: Develop reusable modules, internal tools, and reference implementations that solve problems across teams. Help engineers adopt them and address problems they encounter.
• Collaborate with International Teams: Work closely with engineering and cross-functional partners across time zones. Bring people into decisions early, explain complex work clearly, and document enough context for others to contribute asynchronously. Raise risks promptly and keep agreed follow-ups moving.
• Coach Engineers and Technical Leads: Help lead engineers work through architectural decisions and guide their teams. Share your expertise through pairing, design reviews, and practical training. Encourage questions and help engineers develop their own technical judgment.
• Set Engineering Standards: Use code and design reviews to improve maintainability, testing, and operational reliability across teams. Work with the relevant partners to translate accessibility, security, and privacy requirements into implementation and testing practices.
• Lead AI Use Across the Team: Build and improve AI workflows for investigation, prototyping, and production work. Define what agents need to know, what they can access, and how their work will be checked. Teach engineers how to direct the agents and review their output. Refine these practices as the team uses them.
• Shape Technical Priorities: Bring architectural risks and opportunities to engineering and business leaders. Explain the costs, dependencies, and expected benefits of proposed work so leaders can make informed decisions. Help teams plan the work alongside existing commitments.

Function: Other
Experience Level: Mid-Senior Level