Senior Product Specialist

Freshworks
Bengaluru
Workplace: OnsiteFull timeFunction: Solutions Engineering & Sales EngineeringExperience: 4-7 yearsSkills: ["Communication","Empathy","Structured problem-solving","Customer focus","Collaboration"]

Own end-to-end resolution for technical customer issues in a high-ownership, omnichannel support role. Diagnose problems, identify root causes, and implement solutions or workarounds while collaborating with Engineering and Product. Serve as the voice of the customer with transparent updates across email, chat, and calls, maintain knowledge base documentation, and support high-MRR customers and global brands. Requires strong networking fundamentals and rotational shift availability.

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Freshworks
Freshworks
1 day ago

Senior Product Specialist

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Source: Company careers pageValidated by: Fursa AI
Last checked: 1 hour agoStatus: Live

Job Summary

Own end-to-end resolution for technical customer issues in a high-ownership, omnichannel support role. Diagnose problems, identify root causes, and implement solutions or workarounds while collaborating with Engineering and Product. Serve as the voice of the customer with transparent updates across email, chat, and calls, maintain knowledge base documentation, and support high-MRR customers and global brands. Requires strong networking fundamentals and rotational shift availability.
Location: Bengaluru
Workplace: Onsite
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Mid level

Key Responsibilities

  • •Take complete ownership of customer-reported issues and drive resolution within defined SLAs.
  • •Diagnose and troubleshoot technical problems, identify root causes, and provide solutions or workarounds.
  • •Collaborate cross-functionally with Engineering, Product, and other teams, acting as the voice of the customer.
  • •Escalate complex issues using defined processes and maintain transparent communication throughout the issue lifecycle.
  • •Provide prompt, accurate updates across channels and maintain documentation such as FAQs and knowledge base articles.

Key Requirements

  • •4-7 years of experience in a customer-facing or technical support role.
  • •Excellent written and verbal communication with clear, structured updates.
  • •Strong customer empathy and a solution-oriented mindset.
  • •Technical aptitude to learn tools/products quickly, including familiarity with Windows, macOS, and Linux.
  • •Knowledge of networking fundamentals (TCP/IP, DNS, DHCP, VPNs, firewalls) and ability to troubleshoot technical problems.
Experience:4-7 yearsSaaS
Skills:CommunicationEmpathyStructured problem-solvingCustomer focusCollaboration
Languages:English
Tech Stack:WindowsMacOSLinuxTCP/IPDNSDHCPVPNsFirewallsHTMLCSSJavaScriptAWSAzureGCPMicrosoft TeamsZoomSlack

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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