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Lead - Customer Support
Freshworks
Chennai, IND
Full-time
Mid-Senior
Onsite
Discovered 1 weeks ago
Customer supportTechnical escalation supportNetwork engineeringSystems administrationDatacenter operationsTCP/IP networking
Free
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Customer supportTechnical escalation supportNetwork engineering
Role Overview
Device42 is seeking a Lead Customer Support specialist to join the Product Support team as a senior technical escalation resource.
The role owns complex, high-impact customer issues requiring deep networking, systems, infrastructure, virtualization, and cloud expertise.
The successful candidate acts as a technical authority, mentors junior engineers, and partners with Engineering and Product on defect resolution and long-term fixes.
Key Skills for This Role
Customer supportTechnical escalation supportNetwork engineeringSystems administrationDatacenter operationsTCP/IP networking
Full Job Posting
Role Overview
Device42 is seeking a Lead Customer Support specialist to join the Product Support team as a senior technical escalation resource.
The role owns complex, high-impact customer issues requiring deep networking, systems, infrastructure, virtualization, and cloud expertise.
The successful candidate acts as a technical authority, mentors junior engineers, and partners with Engineering and Product on defect resolution and long-term fixes.
Job 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 significant senior or L3 escalation-tier experience.
- Deep hands-on knowledge of datacenter operations across physical and virtual infrastructure.
- Expert-level networking knowledge is a core, non-negotiable requirement.
- Strong working knowledge of SNMP, VMware, and Virtual Desktop Infrastructure.
- Working knowledge of AWS cloud services and cloud infrastructure discovery in a CMDB.
- Excellent communication skills and the ability to explain complex technical concepts to varied audiences.
- Ability to work independently, collaborate cross-functionally, manage priorities, and mentor junior engineers.
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