Staff Engineer - Machine Learning

Company Description Organizations everywhere struggle under the crushing costs and complexities of “solutions” that promise to simplify their lives. To create a better experience for their customers and employees. To help them grow. Software is a choice that can make or break a business. Create better or worse experiences. Propel or throttle growth. Business software has become a blocker instead of ways to get work done.

There’s another option. Freshworks. With a fresh vision for how the world works.

Freshworks Inc. builds uncomplicated service software that delivers exceptional employee and customer experiences. Our people-first approach to AI eliminates friction, helping businesses reduce complexity, lower cost-to-serve, and deliver faster, more human support through enterprise-grade yet easy-to-use CX and IT solutions. Nearly 75,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks to power their Employee Experience (EX) and Customer Experience (CX) operations.

Fresh vision. Real impact. Come build it with us.

Job Description We are seeking a Machine Learning Staff Engineer to lead the development of core backend services powering our Agentic AI Platform. In this role, you will be the primary technical driver for building reasoning-driven agents, multi-agent orchestration, and outcome-based workflows.

You will collaborate with the Principal AI Architect to bridge the gap between high-level design and scalable implementation. You will own the development of high-performance APIs and orchestration runtimes, integrating frameworks like Lang Chain, Lang Graph, and Lang Smith. This role is highly hands-on and requires a technical leader who can navigate a fast-paced environment while maintaining high engineering standards.

Key Responsibilities Platform Backend Development Lead Implementation:
Act as the lead engineer for agent runtime orchestration services, focusing on reasoning, planning, and tool invocationAPI & SDK Design:
Own the development of robust APIs and SDKs that enable internal and external teams to build and deploy agent workflows

State & Memory Management:
Build and optimize stateful dialog management and memory services for multi-turn, context-aware agents

Agent Communication:
Implement multi-agent communication (A2A) protocols and shared context systems

System Architecture & Execution Microservices Leadership:
Execute the transition to cloud-native, event-driven backend services using microservices or service mesh architectures

Workflow Design:
Build and manage task scheduling and long-running operations using tools like Temporal or Airflow Performance Optimization:
Optimize LLM orchestration for performance and cost through caching, batching, and token monitoring

Integrations & Data Services Data Pipeline Ownership:
Implement and maintain RAG pipelines and integrations with vector databases (e.g., Pinecone, Weaviate, FAISS)
Telemetry Integration:
Ensure all backend services support Lang Smith-based evaluation and comprehensive observability

Security & Reliability Tenant Isolation:
Implement RBAC, API authentication, and multi-tenant isolation logic

Engineering Excellence:
Set the standard for automated testing (unit, integration, load) and implement Open Telemetry for full system visibility

Mentorship:
Provide technical guidance and code reviews for more junior backend engineers on the team

Qualifications

Required Qualifications:

6+ years of backend engineering experience1-2+ years of hands-on experience in AI/ML platform development

Expert Proficiency:
Strong programming skills in Java and Python Framework Expertise:
Hands-on experience with Lang Chain, Lang Graph, or Lang Smith Distributed  Systems:
Deep understanding of event-driven…