Lead - Customer Support

Freshworks
Chennai
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 7-12 yearsEducation: bachelorsSkills: ["Customer-first mindset","Clear communication","Independent work","Cross-functional collaboration","Analytical root-cause analysis"]

Serve as the senior escalation resource for complex, high-impact customer issues in a technical Product Support team. Independently own and resolve difficult network, systems, and infrastructure problems, mentor junior support engineers, and partner with Engineering and Product on defect resolution and long-term fixes. Act as the technical authority across networks, virtualization, and cloud environments, including packet-level troubleshooting, SNMP/VMware/VDI expertise, and AWS discovery/CMDB-related investigations.

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Freshworks
Freshworks
2 days ago

Lead - Customer Support

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Source: Company careers pageValidated by: Fursa AI
Last checked: 2 hours agoStatus: Live

Job Summary

Serve as the senior escalation resource for complex, high-impact customer issues in a technical Product Support team. Independently own and resolve difficult network, systems, and infrastructure problems, mentor junior support engineers, and partner with Engineering and Product on defect resolution and long-term fixes. Act as the technical authority across networks, virtualization, and cloud environments, including packet-level troubleshooting, SNMP/VMware/VDI expertise, and AWS discovery/CMDB-related investigations.
Location: Chennai
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Take ownership of customer issues escalated from L1/L2 and drive them to full resolution.
  • •Diagnose and troubleshoot system and network issues, performing in-depth analysis of network architecture to isolate root causes of discovery/connectivity failures.
  • •Act as the escalation point and follow standard procedures for routing unresolved issues to internal teams.
  • •Respond to partner and customer inquiries via email and telephone, including complex technical discussions with customer network/infrastructure teams.
  • •Oversee and follow up on open customer issues, participate in on-call rotation, and author troubleshooting guides/knowledge base content while mentoring L1/L2 engineers.

Key Requirements

  • •Bachelor’s degree in an IT-related field or equivalent work experience.
  • •7–12 years of direct customer support, network engineering, or systems administration experience, including senior/escalation-tier (L3) responsibilities.
  • •Expert-level networking knowledge with deep, hands-on understanding of datacenter operations and physical/virtual infrastructure.
  • •Strong working knowledge of SNMP, VMware, and Virtual Desktop Infrastructure (VDI).
  • •Working knowledge of AWS cloud services and how cloud infrastructure is discovered and represented in a CMDB.
Experience:7-12 yearsCustomer supportNetwork engineeringSystems administrationNetworkingDatacenter operationsVirtualizationCloudCMDBITAM
Education:Bachelor's
Skills:Customer-first mindsetClear communicationIndependent workCross-functional collaborationAnalytical root-cause analysis
Languages:English
Tech Stack:SNMPVMwareVDIAWSCMDBAWS CLIEC2VPCSubnetsSecurity GroupsIAMRoute 53OSPFBGPVLANsTCP/IPRouting protocolsFirewallsACLsNAT

Company Brief

Freshworks
Provides cloud-based customer engagement, CRM and ITSM software (Freshdesk, Freshservice, Freshsales) that helps businesses manage customer and employee experiences through SaaS products and AI-driven tools.
Industry: Enterprise Software
Company Size: Enterprise (1,001+ employees)
Revenue: USD 500M to 1B
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Mateo, United States
Founded: 2010
Glassdoor
Glassdoor: 3.5
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