Lead - IT Engineering Services

Company Description

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.

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.

Job Description

• As a Lead – IT Engineering Services, you will play a pivotal role in architecting, developing, and maintaining scalable solutions within Salesforce to support core business functions. This role focuses primarily on Salesforce platform development, Apex programming, and system integration, while also leveraging Python as a supporting language where applicable.
• You will work closely with business stakeholders, Salesforce administrators, and cross-functional engineering teams to implement robust solutions, streamline processes, and ensure system scalability, reliability, and performance. This hands-on technical role centers on building scalable Salesforce-based solutions and seamless integrations.

  Salesforce Development: Lead the development of scalable solutions using
  Apex, Lightning components, and Salesforce platform capabilities
  (Workflows, Flows, Process Builders)

  ●  Integration Engineering: Build and manage integrations between Salesforce
  and external systems using REST APIs or platforms like MuleSoft.
  ●  Python & Scripting Support: Support automation or backend services using
  Python (preferably with Django) for non-Salesforce systems.
  ●  Database Interaction: Write optimized SOQL and SQL queries for data
  retrieval and manipulation across integrated platforms.
  ●  System Optimization: Apply data structures and algorithms knowledge tosolve performance bottlenecks and scalability issues.
  ●  Collaboration: Work with Salesforce Admins, QA, and DevOps teams to
  ensure smooth deployment and monitoring of platform enhancements.
  ●  Support & Troubleshooting: Debug and resolve issues across Salesforce
  configurations, Apex code, and integrated systems.
   
  Key Performance Indicators (KPIs): 
  ●  Timely and successful implementation of Salesforce solutions and integrations
  ●  Code quality and platform performance (low latency, minimal Apex governor
  limits)
  ●  Reduction in manual processes through automation and optimization
  ●  User satisfaction and minimal production incidents
  ●  Efficient and secure data handling across systems
  ●  Has an understanding of the Salesforce Governor limits and follows best
  practices for coding and code coverage

Qualifications

Skills Pre-requisite:

●  Salesforce Development: Advanced skills in Apex, SOQL, Lightning
Components (LWC/Aura), Salesforce APIs
●  Salesforce Integration: Hands-on experience integrating Salesforce with
third-party systems using RESTful APIs or iPaaS platforms like MuleSoft
●  Python (Secondary): Working knowledge of Python scripting or
Django/Flask, used primarily for backend automation or supplementary
services
●  Data Structures & Optimization: Strong foundation in algorithms and
performance tuning
●  Problem Solving: Ability to troubleshoot across systems and propose effective
solutions
●  Database Knowledge: Comfortable with writing and optimizing SQL queries
for integrated data platforms

Minimum Experience/Education:

● 6+ years of professional experience in Salesforce development, with strong knowledge of Apex and platform configurations

● 2+ years of experience in leading or mentoring developers, with proven ability to review code, enforce best practices, and drive technical excellence

● Experience in building and maintaining complex Salesforce integrations with third-party systems

● Experience with Python backend services or scripting (Django/Flask preferred)

● Solid understanding of data structures, algorithms, and software performance tuning

● Bachelor’s degree in Computer Science, Information Technology, or a related field Preferred

Experience/Education:

● Salesforce certifications (e.g., Salesforce Platform Developer I/II, Administrator)

● Prior experience in team leadership, technical mentoring, or architecting Salesforce solutions

● Experience with MuleSoft or similar enterprise integration platforms

● Familiarity with CI/CD tools, DevOps pipelines, and Agile methodologies for Salesforce deployments Work Leadership This role influences the long-term GTM (Go-To-Market) systems strategy by:

● Guiding technical implementation of Salesforce solutions

● Shaping reusable integration patterns and data architectures

● Driving automation and performance across platforms People Management This is an individual contributor role with high technical ownership.

You will: ● Work closely with Salesforce admins, business analysts, and backend engineers

● Collaborate with cross-functional IT and business stakeholders

● Serve as a technical mentor for junior developers or cross-functional peers

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.