Principal Engineer

Freshworks; San Mateo (CA); Hybrid; USD 216,000 - 298,000; Full time

Benefits offered by this job

Equity + ESPP

Flexible PTO

Commuter benefits

Wellness benefits

Parental leave

Job summary

Freshworks is seeking a Sr. Staff / Principal AI Systems Engineer to design and operate a scalable AI Agent Platform that powers reasoning-driven assistants and autonomous agents across Freshworks.

The role involves ownership of the systems architecture, multi-tenant agent runtime, and agentic AIOps to monitor and remediate production workloads. You will lead the platform’s observability, latency optimization, and reliability efforts across regions, with hybrid onsite expectations at our San

Qualifications

• 10+ years building production software and large-scale distributed systems.
• Experience building scalable AI/agent platforms or high-throughput ML serving systems.
• Hands-on experience with multi-agent workflows and tool/API invocation.
• Strong AIOps and SRE background with observability tooling and incident management.
• Experience applying LLMs to production workflows.

Responsibilities

• Architect and build the core AI Agent Platform with multi-tenant support.
• Design for high throughput, low latency, and cost-aware execution.
• Build the control plane for deploying and operating agents safely.
• Drive latency, throughput, and cost optimization across the agentic request path.
• Define guardrails and human-in-the-loop safeguards for safety at scale.
• Lead technical direction for the agent platform and cross-team decisions.

Skills

Distributed systems

Python

Go/Java

LLMs in production

AIOps

SRE

Kubernetes

Tools

OpenTelemetry

Prometheus

Grafana

LangChain

Job description

Job Description

We are seeking a Sr. Staff / Principal AI Systems Engineer to build, scale, and operate the AI Agent Platform that powers reasoning-driven assistants and autonomous agents across Freshworks – and to make that platform operate itself. You will own the systems architecture and engineering of a multi‑tenant agent runtime that serves agentic workloads at high throughput and low latency, and you will pioneer an Agentic AIOps approach where autonomous agents monitor, diagnose, and remediate the platform in production.

This is a hands‑on systems engineering role at the staff/principal level, with a strong platform‑scale and agentic‑operations center of gravity. You’ll design how thousands of agents are orchestrated, served, observed, and kept healthy at enterprise scale, and you’ll set the technical direction which the broader engineering organization builds against. The level (Sr. Staff vs. Principal) will be calibrated to your scope of technical ownership and organizational impact.

Key Responsibilities

Scalable Agent Platform Systems

• Architect and build the core AI Agent Platform – agent runtime, orchestration, tool/API invocation, state and memory management, and the retrieval/knowledge services agents reason over
• Design for scale and efficiency: high-throughput multi‑tenant serving, concurrency and queueing for agent workloads, model/inference routing, caching, and cost‑aware execution
• Build the control plane and systems primitives other teams use to define, deploy, version, and operate agents safely
• Drive latency, throughput, and cost optimization across the agentic request path (planning → retrieval → tool calls → generation)

Agentic AIOps & Autonomous Operations

• Architect agentic operations workflows where autonomous agents observe platform telemetry, reason about anomalies, perform root‑cause analysis, and execute remediation — shifting operations from human‑driven to agent‑driven
• Design multi‑agent operational loops (detection, diagnosis, remediation) that collaborate, escape, and hand off to on‑call humans with clear rationale and audit trails
• Build closed‑loop self‑healing for the platform: auto‑detection and repair of failing agents, degraded tools/connectors, stale knowledge, failed ingestion, and retrieval/index drift
• Define guardrails, confidence thresholds, and human‑in‑the‑loop controls that make autonomous remediation safe at multi‑tenant scale
• Apply LLMs to operations directly – incident summarization, runbook generation, on‑call copilots, and natural‑language querying of platform telemetry

Observability for Agentic Systems

• Instrument the platform end to end: distributed tracing across planning‑retrieval‑tool‑generation loops, metrics, structured logging, and event correlation so multi‑agent behavior is explainable and debuggable
• Define golden signals for both system health and agent quality – task success rate, tool‑call accuracy, grounding/hallucination rates, latency, cost‑per‑task, throughput – as first‑class telemetry the operating agents act on
• Establish SLOs/SLIs and error budgets for agent workflows, with alerting that feeds the agentic‑ops layer

Reliability, SRE & Distributed Systems

• Engineer the platform as a resilient, event‑driven, cloud‑native distributed system (Kubernetes, streaming pipelines, microservices) across regions and tenants
• Drive SRE practices – capacity planning, graceful degradation, failover, chaos/resilience testing, blameless incident response – and progressively automate them through agents
• Build for operability first: every component designed to be observed, diagnosed, and acted on autonomously

Knowledge & Retrieval (the domain agents operate over)

• Guide the RAG/retrieval and knowledge services agents depend on, ensuring health, freshness, and quality are continuously monitored and remediated by the agentic‑ops layer
• Oversee enterprise content ingestion and sync (Confluence, SharePoint, Google Drive, Salesforce KB, ServiceNow KB) and multi‑modal retrieval at platform scale

Technical Leadership

• Set technical direction for the agent platform and agentic operations; mentor engineers and drive cross‑team systems architecture decisions.
• Partner with product and platform leadership on the long‑term strategy for self‑operating, enterprise‑grade agentic AI.

Qualifications

Required

• 10+ years building production software, with deep experience designing and operating large‑scale distributed systems and platforms
• Proven experience building scalable AI/agent platforms or high‑throughput ML serving systems in production – orchestration, multi‑tenancy, latency/cost optimization
• Hands‑on experience designing agentic or autonomous workflows – multi‑agent reasoning, tool/API invocation, planning loops – applied to real production problems
• Strong AIOps and SRE background: observability tooling (OpenTelemetry, Prometheus, Grafana, distributed tracing), SLOs/error budgets, anomaly detection, incident management, and closed‑loop automation with human‑in‑the‑loop safeguards
• Hands‑on experience applying LLMs to production workflows (reasoning, decision support, summarization)
• Strong proficiency in Python and a systems language (Go/Java); cloud‑native architecture (Kubernetes, event‑driven microservices, streaming pipelines).
• Working familiarity with RAG and knowledge systems (retrieval, embeddings, knowledge graphs) sufficient to architect over them – depth here is a plus, not the primary bar
• For Principal level: demonstrated org‑wide technical influence – setting architecture direction across teams and driving large, ambiguous systems initiatives end to end

Preferred

• ML‑driven anomaly detection, alert correlation, and predictive operations at scale
• SRE leadership operating AI/ML or data‑intensive platforms
• Familiarity with agentic frameworks (LangChain, LangGraph) and vector/graph stores
• AI safety and governance grounding for autonomous enterprise systems.
• Contributions to open‑source agentic, observability, or AIOps frameworks

Additional Information

Please note this is a hybrid role with onsite expectations of 3x/week (Tuesday – Thursday) from our San Mateo, CA headquarters.

The annual base salary range for this position is $216,000- $298,000. This role is also eligible for a target bonus.

Compensation is based on a variety of factors, including but not limited to location, experience, job‑related skills, and level.

Freshworks offers multiple options for dental, medical, vision, disability, and life insurance. Equity + ESPP, flexible PTO, flexible spending, commuter benefits, and wellness benefits are also offered. Freshworks also offers adoption and parental leave benefits.

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.