Lead Software Engineer - MLOps

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

Responsibilities:

• Designing and developing scalable MLOps frameworks like Kubeflow, Ray and other supported frameworks to support models based solution as per client requirements.
• Managing Azure OpenAI, OpenAI, Bedrock and Vertex AI platforms.
• Managing RAG based solutions
• Managing hosted and selfhosted agents
• Hosted & Selfhosted LLM resources capacity planning 
• ML & LLM Deployment and operationalizing MLOps, in particular, implementing:

~Model hyperparameter optimization

~Model evaluation and explainability

~Model training and automated retraining

~Model workflows from onboarding, operations to decommissioning using MLFlow or any other framework

~Model version tracking & governance

~Data archival & version management

~Model and drift monitoring

• Creating and using benchmarks, metrics, and monitoring to measure and improve services.
• Providing best practices and executing POC for automated and efficient model operations at scale.
• Being the MLOps expert for the sales team, providing technical design solutions to support RFPs.
• MLOps Engineers work closely with Data Scientists and Data Engineers in the Data Science Team from the start of the project.

Qualifications

• Deep quantitative/programming background with a degree (Bachelor's, Master's, or Ph.D.) in a highly analytical discipline, like Statistics, Economics, Computer Science, Mathematics, Operations Research, etc.
• Total of 6-10 years of experience in managing machine learning projects end-to-end, with the last 18 months focused on MLOps.
• Monitoring Build & Production systems using automated monitoring and alarm tools.
• Knowledge of machine learning frameworks: TensorFlow, PyTorch, Keras, Scikit-Learn.
• Experience with MLOps tools such as ModelDB, Kubeflow, Pachyderm, and Data Version Control (DVC).
• Experience in supporting model builds and model deployment for IDE-based models and autoML tools, experiment tracking, model management, version tracking & model training ( Ray, Kubeflow, MLflow, neptune.ai), model hyperparameter optimization, model evaluation, and explainability (SHAP, Tensorboard).
• Experience in Model Benchmarking techniques 
• Experience Prompt batching techniques and benchmarking 
• Hands on experience in Managing LLMs (Hosted and Self Hosted) and Embeddings 
• Experience in RAG setup & Vector DB concepts 
• Experience GenAI Agents and Concepts
• Experience with container technologies (Docker, Kubernetes, EKS, ECS).
• Experience with multiple cloud providers (AWS, GCP, Azure, etc).

Additional Information

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.