Software Development Engineer — Freshdesk AI

Freshworks' Freshdesk team in Bengaluru is hiring SDEs to build AI copilot features — automated ticket routing, response suggestion, and sentiment analysis — that help support agents resolve tickets 50% faster. **Responsibilities:** - Integrate LLM-based features (OpenAI, Anthropic) into the Freshdesk support workflow - Build the real-time ticket classification and routing engine using NLP models - Design scalable APIs for the agent copilot and automation rule engine - Collaborate with ML researchers to improve model accuracy on support domain data **Qualifications:** - 3+ years of backend engineering experience - Strong in Ruby on Rails or Python (FastAPI); willingness to work across stacks - Experience with LLM APIs, prompt engineering, and RAG architectures - Proficient with PostgreSQL, Redis, and Sidekiq/Celery