Lead - Customer Support

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Skills you'll use

What you'll do

• 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, with significant time spent in a senior/escalation-tier (L3) capacity
• Deep, hands-on knowledge of datacenter operations, including physical and virtual infrastructure
• Expert-level networking knowledge is required — this is a core, non-negotiable requirement for the role
• 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
• Take ownership of the customer issues escalated from L1/L2, seeing problems through to full resolution
• Research, diagnose, troubleshoot, and identify solutions for system and network issues 

Who can apply

• Perform in-depth analysis of customer network architecture (routing, VLANs, firewalls, ACLs, NAT) to isolate root causes of discovery and connectivity failures
• Follow standard procedures for escalating unresolved issues to the appropriate internal teams, while acting as the escalation point for those below you
• Respond to partner and customer inquiries through email and telephone, including complex technical discussions with customer network/infrastructure teams
• Oversee and follow up on open customer issues, ensuring timely and complete resolution.
• Develop customer relationships through professional, dependable, and accurate interactions
• Reply to customer mission-critical issues outside business hours as needed.
• Ability to independently read, interpret, and troubleshoot against customer network diagrams and architecture documentation
• Experience diagnosing issues at the packet level (e.g., packet captures/traceroutes) to isolate connectivity and discovery failures

About Freshworks

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