About This Role
Freshworks is seeking a talented Senior Data Scientist – AI/ML Platform to build the AI capabilities that power Freshworks' Freddy AI — the intelligent layer across Freshdesk, Freshsales, Freshservice, and other Freshworks SaaS products serving over 65,000 businesses globally.
Key Responsibilities
- Build and productionize ML models for Freshworks' AI features including ticket classification, smart suggestions, sentiment analysis, anomaly detection, and customer health scoring
- Develop and fine-tune LLMs for conversational AI, auto-resolution, and Freddy AI Copilot features
- Design model evaluation frameworks and quality assurance pipelines for production AI features in Freshworks' SaaS products
- Work with PM and engineering on AI product strategy — contributing data science insights to product roadmap decisions
- Build ML infrastructure including feature stores, model registries, and automated retraining pipelines on AWS/GCP
- Collaborate with Freshworks' global AI research teams and contribute to external publications and Freshworks AI blog
Requirements & Skills
- M.Tech/Ph.D. in ML, NLP, Computer Science, or related field
- 5–9 years of ML experience with proven track record of shipping AI features in production SaaS products
- Strong Python, ML framework (PyTorch/TensorFlow), and MLOps skills
- Experience with LLM fine-tuning, prompt engineering, and LLM-powered product features
- Excellent cross-functional collaboration and communication skills for product-driven ML work
Benefits & Work Conditions
- Competitive product company salary with Freshworks RSUs (NASDAQ: FRSH)
- Fully remote work option for India-based employees
- Comprehensive health insurance and PF
- Annual performance bonus and Freshworks learning budget
- Collaborative, mission-driven culture with global product impact
About the Company
Freshworks is a NASDAQ-listed global SaaS company headquartered in San Mateo, CA, with major engineering centers in Chennai, Bengaluru, and Hyderabad. Freshworks builds modern, AI-powered customer engagement and IT service management software used by 65,000+ businesses across 120 countries, making it one of India's most successful product companies and a top destination for ML engineers and data scientists.
How to Apply
Apply at freshworks.com/company/careers. Search "Senior Data Scientist" or "ML Engineer" to view current openings at Freshworks.