Senior Principal Engineer

As a Senior Principal Engineer for the ITOM BU, you will be the primary architect of our technical future. You will own the long-term technical strategy and architectural roadmap for our IT Operations Management suite, ensuring our products are scalable, resilient, and industry leading. This is a high-visibility, "Influence-without-Authority" role where you will act as a strategic advisor to the CTO and CPO, bridging the gap between ambitious business goals and world-class engineering execution. You will be expected to tackle the most complex, ambiguous technical challenges while elevating the technical bar across the entire organization. Key Responsibilities Architectural Vision & Strategy: Define and drive the multi-year technical vision for ITOM, focusing on distributed systems, high-availability architecture, and AIOps integration. System Design & Scale: Architect and oversee the implementation of planet-scale services that handle billions of events, focusing on observability, incident management, and automated remediation. Technical Leadership & Mentorship: Act as a Force Multiplier by mentoring Staff and Principal engineers, fostering a culture of "Courageous Innovation" and engineering excellence. Cross-BU Collaboration: Break down technical silos by partnering with architects across other Business Units to drive platform consistency and shared infrastructure initiatives. Operational Excellence: Set the standard for reliability, performance, and security. Drive the adoption of modern DevOps/SRE practices and ensure the ITOM suite meets the highest enterprise-grade SLAs. Market Intelligence Integration: Keep a pulse on emerging technologies (AI/ML, Edge Computing, Serverless) and market trends to ensure Freshworks remains a disruptive force in the ITOM space. Strategic Decision Making: Provide data-driven technical perspectives on "Build vs. Buy" decisions, vendor evaluations, and M&A technical due diligence.   Professional Qualifications Experience: 12–15+ years of progressive experience in software engineering, with at least 5 years in a Principal or Distinguished Engineer capacity at a global product company. Domain Expertise: Proven track record in building and scaling ITOM, ITSM, or Observability platforms in a multi-tenant SaaS environment. Scale: Demonstrated experience in architecting systems that handle high-velocity data ingestion and complex event processing at a massive scale. Education: Bachelor’s or Master’s degree in Computer Science, Engineering, or a related quantitative field from a premier institution. Leadership Profile Strategic Influence: Ability to communicate complex technical roadmaps to non-technical executive stakeholders and influence the broader business strategy. Growth Mindset: A relentless drive for continuous improvement and a history of taking "Calculated Risks" to drive innovation. Technical Skills Core Engineering Mastery Polyglot Programming: Expert-level proficiency in multiple languages such as Java, Golang, Python, or Ruby/C++ . Distributed Systems: Deep understanding of CAP theorem, microservices patterns, distributed caching, and consensus algorithms (e.g., Raft, Paxos). Data Infrastructure: Expertise in NoSQL (Cassandra, MongoDB), SQL (Postgres), and stream processing frameworks (Kafka, Flink, Spark). Cloud & Modern Infrastructure Cloud Native: Mastery of AWS/Azure ecosystems, Kubernetes, and container orchestration at scale. AIOps & ML: Strong understanding of integrating Machine Learning models for predictive analytics, anomaly detection, and automated incident response within an ITOM context. Operational Power Skills SRE & Observability: Proficiency with Prometheus, Grafana, ELK stack, and distributed tracing. Security & Compliance: Deep knowledge of architecting for SOC2, GDPR, and enterprise-grade security protocols. At Freshworks, we have fostered an environment that enables everyone to find their true potential, ... (truncated, view full listing at source)