Job Description

Company Description

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Freshworks makes it fast and easy for businesses to delight their customers and employees. Our fresh approach to software is affordable, quick to implement, and designed for the end user--empowering businesses of all sizes to create better customer (CRM, CX) and employee (ITSM) experiences.


Headquartered in San Mateo, California, Freshworks operates across 13 global locations, serving 65,000+ companies--from startups to public enterprises. Our cloud-based product suite includes Freshdesk (omni-channel support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), and Freshchat (AI-powered bots)--all powered by Freshworks Platforms, our unified platform of shared services.


Recognized by CNBC, Forbes, Fortune, and Bloomberg, and honored as a Best Place to Work in San Francisco and Denver, Freshworks consistently earns top ratings on G2 and TrustRadius for its industry-leading products.

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What will the role entail


This role is with the Developer Experience Platform team and the ideal candidate will be needed to build platform capabilities into the SDK so that external developers can use the SDK to build apps that can easily extend or customise core Freshworks Products.


Be a Customer Champion: Develop a sense of empathy with our customer base to build

an understanding of various problems. The role is also a bridge between the customer

and the engineering teams to ensure focus on solving customer needs & delivering

continuous value.


Practice Craftsmanship: Learn and Practice product craft. Create solutions with

delightful user experiences and find the balance between solving the customer problem

and shipping the right product solution. We take pride in releasing the smallest of

features while iterating and shipping regularly.


Play as One Team: The role needs you to communicate clearly to various stakeholders

of Product development, Engineering, Marketing, Sales & Leadership teams and work

together to bring your vision to life.


Act with Urgency: Breakdown complex problems to phases to help the team make

incremental progress while still keeping the bigger picture intact. You'd evangelize the

vision and ensure maximum customer value is achieved with the appropriate amount of

work.

Qualifications

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5+ years

of product management experience, with at least

3 years

specifically in B2B/enterprise platforms Led at least

1 complete product lifecycles

(ideation through launch and iteration) Experience with

SDK development

or developer tools,

developer-facing documentation

and API governance Demonstrated track record working with

engineering teams

to deliver technical products Experience with feature flagging, A/B testing frameworks and relevant product management tools (Jira, Aha!, ProductBoard, etc.)

Platform-Specific Skills

Track record managing multi-tenant platforms with different customer configurations Experience with platform extensibility (plugins, extensions, app marketplaces) Knowledge of SSO integration and experience with enterprise identity management Understanding of rate limiting, throttling, and API performance optimization Understanding of monitoring solutions (New Relic, Datadog, etc.) for platform health

Technical Knowledge

Clear understanding of

API design principles

and technical integration concepts Understanding of

OAuth

and other authentication/authorization frameworks Experience with webhooks and event-driven architecture Experience with

data modeling

and understanding entity relationships within platforms Experience with

data-driven decision making

and key platform metrics Basic understanding of

cloud infrastructure

concepts relevant to platform scalability

B2B Domain Expertise

Experience with

enterprise sales cycles

and understanding of B2B buying processes Knowledge of

SaaS business models

and platform monetisation strategies Experience with

customer discovery

in enterprise environments Familiarity with

compliance and security requirements

common in B2B settings

Leadership Capabilities

Has

directly managed

at least one product scrum team or served as technical product owner Experience

presenting to C-level stakeholders

or enterprise clients Evidence of

cross-functional leadership

without direct authority History of

successful stakeholder management

across multiple business units

Additional Information

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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.


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.