Staff Engineer, Web Operations

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.

At Freshworks, we build uncomplicated service software that delivers exceptional customer and employee experiences. Our enterprise-grade solutions are powerful, yet easy to use, and quick to deliver results. Our people-first approach to AI eliminates friction, making employees more effective and organizations more productive. Over 72,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks’ customer experience (CX) and employee experience (EX) software to fuel customer loyalty and service efficiency. And, over 4,500 Freshworks employees make this possible, all around the world.

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

The engineers at Freshworks develop client-side systems and code for user interfaces. They collaborate with engineers, architects, designers and product managers to build scalable UI systems, features and components. With increasing use of AI, engineers integrate AI-driven features and workflows to ensure data-driven, future-proof digital experiences.

As a Staff Engineer focused on Web Operations, you will coach, mentor and implement complex features in websites, including robust architectures and AI-powered tools. This is a position that requires deep technical expertise as well as the ability to coach and mentor by example. You will ideate new features, improve existing functionalities, drive continuous improvement initiatives, champion engineering excellence (including AI best practices) and deliver quality products.

The Staff Engineer - Web Operations will: 

• Collaborate with International Teams: Create complex integrations and features for product-marketed websites, including AI-driven insights and data pipelines for machine learning outputs. Guide UI design around AI capabilities all the while communicating seamlessly with an international set of stakeholders and team members. Understanding how to hand off and asynchronously teach complex concepts.

• Coach and Mentor Engineers: Provide guidance on unit testing, acceptance testing, code quality, and AI integration, such as structuring frontend code for AI-driven data.

• Develop Lower-Order Utilities and Modules: Create reliable utilities for higher-order components, ensuring easy interface with AI services or APIs.

• Guide Frontend Engineers: Assist in solving UI problems, debugging complex issues (including AI integrations), and ensuring performance standards.

• Train Engineers: Teach advanced concepts and new technologies, including AI-based frameworks and workflows.

• Evaluate Architectural Models: Ensure compliance with user, legal, and regulatory requirements (GDPR, CCPA, WCAG, Web Performance) and AI-driven data pipelines.

• Engage in Code Reviews: Set high standards for code quality and ensure AI-related code follows best practices for maintainability, security, and ethical use.

• Provide Upward Feedback: Report on technical issues, team concerns, and AI adoption readiness to team leads and managers.

• 7-10 years of experience in the SaaS or Enterprise technology space, focused on web (this role is not focused on product)

• NodeJS: Implement server-side JavaScript for integrations with CMS, DAM, AI model endpoints, and other utilities.

• HTML5: Strong understanding of semantic elements, DOM APIs, and templating practices for displaying AI-driven insights.

• CSS: Familiarity with modular CSS, responsive layouts, and animations, also considering CSS-in-JS.

• JavaScript (JS): Solid grasp of language features (ES6+), design patterns, data persistence, async HTTP requests, and security measures for AI services.

• CMS: Knowledge of CMS architectures (WordPress, ContentStack, Contentful) and AI-powered content integration and workflows.

• Accessibility: Advanced understanding of WCAG Compliance for AI-driven features.

• Programming: Ability to write optimized programs in various languages (JS, Ruby, PHP, Python, C++), including AI/ML workflows. Understanding of asynchronous programming.

• AI/ML Fundamentals: Foundational understanding of AI concepts, agentic workflows, copilots and how to integrate into a day-to-day workspace. Ability to teach AI in web architectures and awareness of ethical and security implications

This role is based in the Austin Metro Area, and the expected base salary range for this position is as shown below. The actual base pay is dependent upon a variety of job-related factors such as professional background, training, work experience, business needs and market demand. Therefore, in some circumstances, the actual salary could fall outside of this expected range. This pay range is subject to change and may be modified in the future. This role is also eligible for a target bonus.

Compensation Package

$179,100-$257,485 USD Base Salary + Variable Compensation (where applicable)

Freshworks offers multiple options for dental, medical, vision, disability and life insurances. 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 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.