132 Freshservice Jobs - Page 5

Freshworks makes it fast and easy for businesses to delight their customers and employees. We do this by taking a fresh approach to building and delivering software that is affordable, quick to implement, and designed for the end user. Headquartered in San Mateo, California , Freshworks has a global team operating from 13 global locations to serve more than 65,000 companies -- from startups to public companies – that rely on Freshworks software-as-a-service to enable a better customer experience (CRM, CX) and employee experience (EX). Freshworks’ cloud-based software suite includes Freshdesk (omni-channel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshchat (AI-powered bots), supported by Neo, our underlying platform of shared services. Freshworks is featured in global national press including CNBC, Forbes, Fortune, Bloomberg and has been a BuiltIn Best Place to work in San Francisco and Denver for the last 3 years. Our customer ratings have earned Freshworks products TrustRadius Top Rated Software ratings and G2 Best of Awards for Best Feature Set, Best Value for the Price and Best Relationship. Wednesday, March 26th Job Description Basic qualifications 3-5 years of prior experience Advanced understanding of OOPS Knowledge of SDLC (Software Development Lifecycle) Experience of working in an Agile environment Ability to design for scale and performance Ability to do peer code reviews Solid problem-solving skills Experience with hands-on programming Expertise in data structures and algorithms Experience / Desired Skills (but not all required) Degree in Computer Science or equivalent practical experience Experience with large-scale systems Good knowledge of Java and Spring Boot framework Prior experience with AWS Experience with open-source projects Experience troubleshooting in a SaaS environment with an assertive deployment schedule. Data Structures, Algorithms, Design, Database, Scale, hands-on programming, CS Fundamentals, System Design, working with cross-functional teams, Experience building and maintaining software for scale, Designed or developed the product from the scratch Additional Information At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business. Show more Show less

Job Summary: We are seeking a proactive and customer-focused IT Helpdesk Technician to provide first-line support for hardware, software, and network-related issues. You will be the first point of contact for internal users, diagnosing problems, resolving or escalating them appropriately, and ensuring smooth IT operations. Key Responsibilities: Serve as the first point of contact for users seeking technical assistance via phone, email, or ticketing system. Diagnose and resolve hardware, software, and networking issues. Install, configure, and maintain desktop and laptop systems, printers, and mobile devices. Manage user accounts and permissions in Active Directory, Office 365, or similar systems. Escalate unresolved issues to higher-level support teams with proper documentation. Maintain accurate records of user issues, troubleshooting steps, and solutions in the ticketing system. Provide support for remote access, VPN, and collaboration tools (e.g., Zoom, Teams). Assist in onboarding/offboarding processes (account setups, equipment provisioning). Follow ITIL best practices and adhere to company policies and SLAs. Requirements: Education & Experience: Associate’s or Bachelor's degree in Information Technology, Computer Science, or related field preferred. 1+ years of experience in a helpdesk, service desk, or technical support role. Technical Skills: Strong knowledge of Windows and macOS environments. Familiarity with ticketing systems (e.g., ServiceNow, Jira, Freshservice). Experience with Microsoft 365, Active Directory, basic networking. Understanding of cybersecurity basics and data privacy. Soft Skills: Excellent problem-solving and communication skills. Customer service orientation and patience under pressure. Ability to prioritize and manage multiple tasks effectively. Job Type: Full-time Experience: Desktop support: 2 years (Required) Location: Mumbai Central, Mumbai, Maharashtra (Required)

The Level 2 (L2) Engineer is responsible for providing intermediate-level technical expertise and support within their area of specialization. As a key member of the engineering or support team, the L2 Engineer handles tasks, procedures, including analyzing and resolving moderately complex technical issues, collaborating with other teams for escalations, and contributing to process improvements. Key Responsibilities: First point of contact for end-users via phone, email, chat, or ticketing system Log and categorize support tickets in the ITSM system Troubleshoot and resolve IT issues: password resets, printer issues, network connection, email problems, etc Provide timely communication and escalate unresolved tickets as needed Resolve escalated technical issues requiring advanced troubleshooting Support configuration, deployment, and testing of Linux-based applications and services Diagnose and troubleshoot OS-level issues including boot failures, kernel panics, file system errors, and permission problems Monitor system performance and resource utilization using tools like top, htop, vmstat, iostat, and netstat Handle problems involving : OS and application errors Network configurations File permissions, domain policies, and Active Directory Coordinate with other IT teams on infrastructure or security-related matters Create and maintain technical documentation for recurring issues and solutions PowerShell & Automation Tasks: Use PowerShell scripts to automate: User account creation, modification, and disabling (Active Directory) Bulk password resets and group membership updates Software installations and patch deployment Log and event analysis for troubleshooting Create reusable scripts for recurring service requests (e.g., mailbox provisioning, profile cleanup) Maintain a script repository and ensure scripts follow security and compliance best practices Contribute to process automation and system efficiency improvements Overall Responsibilities: Support user onboarding/offboarding: hardware setup, software provisioning, account configuration Maintain hardware/software inventory records Monitor alerts, system health, and ticket queues to ensure timely resolution Update and expand the internal knowledge base with how-to guides and fixes Assist in endpoint security compliance (e.g., antivirus, patching) Requirements Required Skills and Experience: Bachelor's degree / Diploma in Computer Science, Information Technology, or a related field. Relevant certifications preferred (e.g., CompTIA A+, MCSA, , Microsoft 365 Certified) Experience 3-5 years of hands-on experience in IT support roles Proven experience in troubleshooting Windows / Linux-based environments Exposure to service desk tools like Jira,D365, ServiceNow, Freshservice, ManageEngine, or Zoho Desk Experience working in SLA-driven environments and customer support teams Preferred Certifications (Nice to Have): Essential / Highly Recommended Certifications CompTIA A+ Foundation-level certification for IT support and troubleshooting Covers hardware, software, networking, and security basics Microsoft Certified: Modern Desktop Administrator Associate (if still available) Focuses on Windows 10/11, Microsoft 365, deployment, and device management Previously included exams like MD-100 and MD-101 Microsoft Certified: Azure Fundamentals (AZ-900) Good for understanding basic cloud concepts, especially if you use Azure AD, Intune, or Microsoft 365 Benefits Why us? Exciting and challenging problems are addressed using wide-ranging technologies and tools. Competitive salary Great team culture, peers and workplace Show more Show less

Company Description Freshworks makes it fast and easy for businesses to delight their customers and employees. We do this by taking a fresh approach to building and delivering software that is affordable, quick to implement, and designed for the end user. Headquartered in San Mateo, California, Freshworks has a global team operating from 13 global locations to serve more than 65,000 companies - from startups to public companies – that rely on Freshworks software-as-a-service to enable a better customer experience (CRM, CX) and employee experience (ITSM). Freshworks’ cloud-based software suite includes Freshdesk (omni-channel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshchat (AI-powered bots), supported by Neo, our underlying platform of shared services. Freshworks is featured in global national press including CNBC, Forbes, Fortune, Bloomberg and has been a BuiltIn Best Place to work in San Francisco and Denver for the last 3 years. Our customer ratings have earned Freshworks products TrustRadius Top Rated Software ratings and G2 Best of Awards for Best Feature Set, Best Value for the Price and Best Relationship. Job Description PM5 – Senior Manager, Data Analytics We are seeking a highly analytical and strategic Senior Manager, Marketing Analytics to lead our marketing analytics team and drive data-informed decision-making. This role will be responsible for developing and implementing analytics strategies that measure and optimize marketing performance across multiple channels, including paid media, content marketing, email, and SEO. The ideal candidate will have a deep understanding of B2B SaaS marketing metrics, data visualization, and statistical modelling, as well as experience collaborating cross-functionally with marketing, sales, product, and finance teams. Key Responsibilities: Develop and lead the marketing analytics strategy for demand generation to measure marketing effectiveness, customer acquisition, and ROI across all channels. Build, maintain, and optimize dashboards and reports to track KPIs, providing actionable insights for marketing and leadership teams. Analyze campaign performance, marketing funnel efficiency, and customer lifecycle metrics to drive data-driven recommendations. Partner with marketing, sales, and finance to forecast marketing impact, revenue contributions, and customer retention trends. Utilize statistical modelling, attribution analysis, and A/B testing to optimize marketing spend and campaign performance. Manage data pipelines and collaborate with data engineering teams to ensure accurate data collection and integration across platforms (e.g., Google Analytics, CRM, Marketing Automation platform, PowerBI, Looker). Identify trends, opportunities, and risks in marketing performance, presenting findings to key stakeholders. Develop segmentation strategies and customer journey analyses to improve lead conversion and customer engagement. Mentor and manage a team of marketing analysts, fostering a culture of curiosity, innovation, and continuous improvement. Qualifications 8+ years of experience in marketing analytics, preferably in a B2B SaaS environment. Master’s degree in Marketing, Business Analytics, Data Science, Statistics, or a related field. Expertise in marketing performance measurement, data modeling, and attribution methodologies. Proficiency with analytics tools such as Google Analytics, SQL, Python, R, Tableau, Looker, or other BI platforms. Strong understanding of marketing automation and CRM platforms (e.g., Marketo, HubSpot, Salesforce). Experience with A/B testing, cohort analysis, and customer segmentation techniques. Excellent problem-solving skills with the ability to translate complex data into actionable insights. Strong leadership and team management experience. Ability to communicate effectively with both technical and non-technical stakeholders. Highly organized with strong project management skills and the ability to work in a fast-paced environment. Additional Information At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business.

Freshworks makes it fast and easy for businesses to delight their customers and employees. We do this by taking a fresh approach to building and delivering software that is affordable, quick to implement, and designed for the end user. Headquartered in San Mateo, California , Freshworks has a global team operating from 13 global locations to serve more than 65,000 companies -- from startups to public companies – that rely on Freshworks software-as-a-service to enable a better customer experience (CRM, CX) and employee experience (ITSM). Freshworks’ cloud-based software suite includes Freshdesk (omni-channel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshchat (AI-powered bots), supported by Neo, our underlying platform of shared services. Freshworks is featured in global national press including CNBC, Forbes, Fortune, Bloomberg and has been a BuiltIn Best Place to work in San Francisco and Denver for the last 3 years. Our customer ratings have earned Freshworks products TrustRadius Top Rated Software ratings and G2 Best of Awards for Best Feature Set, Best Value for the Price and Best Relationship. Device42, a Freshworks company is the most trusted, advanced, and complete full-stack agentless discovery, dependency mapping, CMDB and IT Asset Management platform for Hybrid Cloud. Job Description We are looking for a technical, highly motivated and dynamic IT Product Information & Lead Research Analyst to play a key role in our growing team. This hands-on position is ideal for a self-starter who enjoys research, data curation, and taxonomy design, with a unique opportunity to transition into a leadership role as the team expands. The team is responsible for building and maintaining a comprehensive, accurate, and curated product catalog of all software and hardware technology products sold and deployed globally. The Lead Product Research Analyst will be responsible for: Lead and coach a team of research analysts working on technology data mining and curation. Conduct research on technology data/content about software and hardware products, including vendors, manufacturers, product suites, lifecycle data Collect, analyze, and curate information to enrich our technology catalog, ensuring accuracy and consistency Oversee the maintenance of a technology data catalog, ensuring comprehensive and up-to-date content Design and manage taxonomies for software and hardware products. Develop and enforce rules for normalizing and mapping data between source systems Define and implement end-to-end research workflows, including methodologies, training programs, and quality control measures. Respond to customer and internal requests to enrich catalog content and resolve content-related issues promptly. Act as the subject matter expert (SME) on technology data, working directly with customers and partners to address data-related issues and enhancement requests. Collaborate with internal stakeholders, including engineers and product teams, to translate business requirements into new data offerings and features. Qualifications Bachelor’s degree in computer science, engineering, data management or related field Experience with Master Data Management or Product Information Management platforms Proficiency in writing regular expressions (Regex) - required Familiarity with database tools, data entry systems, and processes. In-depth, subject matter expertise-level understanding of how software is named, titled, and released by commercial and open-source teams, including EOL and vulnerability disclosures. Strong background in researching and managing technical content, with an eye for detail. Ability to identify gaps in data and develop proactive plans to close them. Experience in designing and managing taxonomies for technical products. Additional Information At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business. Show more Show less

Freshworks makes it fast and easy for businesses to delight their customers and employees. We do this by taking a fresh approach to building and delivering software that is affordable, quick to implement, and designed for the end user. Headquartered in San Mateo, California, Freshworks has a global team operating from 13 global locations to serve more than 65,000 companies -- from startups to public companies – that rely on Freshworks software-as-a-service to enable a better customer experience (CRM, CX) and employee experience (ITSM). Freshworks’ cloud-based software suite includes Freshdesk (omni-channel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshchat (AI-powered bots), supported by Neo, our underlying platform of shared services. Freshworks is featured in global national press including CNBC, Forbes, Fortune, Bloomberg and has been a BuiltIn Best Place to work in San Francisco and Denver for the last 3 years. Our customer ratings have earned Freshworks products TrustRadius Top Rated Software ratings and G2 Best of Awards for Best Feature Set, Best Value for the Price and Best Relationship. Job Description PM5 – Senior Manager, Data Analytics We are seeking a highly analytical and strategic Senior Manager, Marketing Analytics to lead our marketing analytics team and drive data-informed decision-making. This role will be responsible for developing and implementing analytics strategies that measure and optimize marketing performance across multiple channels, including paid media, content marketing, email, and SEO. The ideal candidate will have a deep understanding of B2B SaaS marketing metrics, data visualization, and statistical modelling, as well as experience collaborating cross-functionally with marketing, sales, product, and finance teams. Key Responsibilities: Develop and lead the marketing analytics strategy for demand generation to measure marketing effectiveness, customer acquisition, and ROI across all channels. Build, maintain, and optimize dashboards and reports to track KPIs, providing actionable insights for marketing and leadership teams. Analyze campaign performance, marketing funnel efficiency, and customer lifecycle metrics to drive data-driven recommendations. Partner with marketing, sales, and finance to forecast marketing impact, revenue contributions, and customer retention trends. Utilize statistical modelling, attribution analysis, and A/B testing to optimize marketing spend and campaign performance. Manage data pipelines and collaborate with data engineering teams to ensure accurate data collection and integration across platforms (e.g., Google Analytics, CRM, Marketing Automation platform, PowerBI, Looker). Identify trends, opportunities, and risks in marketing performance, presenting findings to key stakeholders. Develop segmentation strategies and customer journey analyses to improve lead conversion and customer engagement. Mentor and manage a team of marketing analysts, fostering a culture of curiosity, innovation, and continuous improvement. Qualifications 8+ years of experience in marketing analytics, preferably in a B2B SaaS environment. Master’s degree in Marketing, Business Analytics, Data Science, Statistics, or a related field. Expertise in marketing performance measurement, data modeling, and attribution methodologies. Proficiency with analytics tools such as Google Analytics, SQL, Python, R, Tableau, Looker, or other BI platforms. Strong understanding of marketing automation and CRM platforms (e.g., Marketo, HubSpot, Salesforce). Experience with A/B testing, cohort analysis, and customer segmentation techniques. Excellent problem-solving skills with the ability to translate complex data into actionable insights. Strong leadership and team management experience. Ability to communicate effectively with both technical and non-technical stakeholders. Highly organized with strong project management skills and the ability to work in a fast-paced environment. Additional Information At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business. Show more Show less

Overview: The Senior, Talent Systems & Operations will manage the daily operations of iCIMS’ Talent IT systems ensuring they are fully optimized and deliver efficiency and scalability for our global workforce. This individual will be accountable for system, reporting, and administration support and maintenance of our HR Cloud application landscape including our HRIS, Freshservice and our proprietary iCIMS Talent Cloud technology. Focused on simplification, employee experience, globalization, and workflow automation, this role will help drive efficiency and scale for Talent across our workforce. The Senior, Talent Systems & Operations will report to the HRSD Manager. About Us: iCIMS is a leading provider of cloud-based talent acquisition solutions that empower organizations to attract, engage, and hire top talent. With a strong commitment to innovation and a people-first approach, we are expanding our India center to drive strategic initiatives and global excellence out of our Hyderabad office Responsibilities: Partner with IT and other internal stakeholders to develop, test, validate, and implement new modules and technology as per the business requirement Requirements gathering from the business & stakeholders to clarify requirements and achieve a consensus on the organization’s needs and priorities. Manage configuration, functionality, workflow automation, integration and operations of Talent applications, modules, and systems, ensuring they are fully optimized and return full value to the organization Overall daily administration of all Talent systems including troubleshooting, testing, opening tickets with vendor support as needed, and working to resolve any system issues efficiently Lead all technical components related to core talent programs such as advanced compensation, learning, payroll, performance management, succession, talent reviews, and talent mobility Assess current Talent systems and utilization to identify and recommend training, customization, and enhancements to maximize value and efficiency of the various HRIS business applications Act as the Primary Talent System Administrator and provide end user support to ensure adoption and ease of use Evaluate Talent processes and make recommendations for improvements and automation via the use of technology; oversee the specifications, development, and implementation of new or redesigned systems, reports, and procedures to ensure efficient business processes Ensure quality, timeliness and proper use of Talent information retrieved from systems, managing requests across the talent lifecycle and lead issue tracking and resolution for all Talent Cloud business application systems Partner in conjunction with our IT and Corporate Technology Security (CTS) team on projects for Talent systems applications including change management, testing, implementation, and improvements including gathering requirements, system configurations, and regression testing to ensure the business requirements are met Ensure acquired companies are properly integrated into talent systems and processes as appropriate Work with all internal teams within Talent to prioritize technical HR system initiatives and work with CTS to determine timelines for completion based on the requirements and implementation lift Manage day-to-day operational maintenance of HR systems; work to troubleshoot HR systems issues and partner with the HR team to design, test and implement resolutions; monitor business process workflow Own HR reporting and data analytics, ensuring clean, reportable data and developing custom reporting and dashboards for the executive team and broader organization Build manager and employee self-service capabilities for on-demand access, optimizing our Freshservice support ticket process Support, drive, and give recommendations around continuous improvement to align with HR business process using technology and automation Comply with the system governance process put in place to ensure changes are vetted and aligned with the overall system roadmap Prepare and maintain materials, guides, and process documentation Provides project coordination and support for the HR team on any projects as needed by the team for these systems Maintain knowledge of external trends and developments in HR best practices Consistently ensure that business is always conducted with integrity and compliance Qualifications: Minimum of 4-8 years of related experience in Talent Systems. Bachelor’s degree in HR, IT or Business-related field Workday knowledge is mandatory Workday certification in HCM, Reporting & Analytics, and Payroll is preferred Knowledgeable of HR business processes and technology, as well as in determining and communicating best practices in entering and maintaining systems data HRIS experience, Cornerstone, ServiceNow preferred; Previous experience as an iCIMS ATS system administrator a plus Experience with HCM systems’ functionality including HCM, payroll, benefits, time tracking, absence management, onboarding/offboarding, contractor management, performance management, and succession planning Experience supporting large-scale HR technical applications with strong technical and functional knowledge of HCM systems and integrations; ability to understand talent data and workflows Change management and third-party relationship management experience Ability to communicate technical details to end users and recommend to IT system functionality that best meets the needs of end users; can interpret technical terms into business terms and vice versa Excellent listening, written and verbal communication skills Proficient in Microsoft Office products (Excel, Word, PowerPoint, etc.) Lead through influence and ambiguity with a pragmatic balanced approach Outstanding prioritization skills with the demonstrated ability to understand complex business issues and develop HR initiatives/actions to support these broad business strategies Ability to work in a diverse, fast-paced, confidential environment and exceptional attention to detail Demonstrated track record as a strong collaborator who seeks to understand cross-functional viewpoints and individual business unit goals Strong business acumen with the ability to provide input and insight into new ideas or ways of thinking, based on a foundation of credibility, trust, and partnership Strong understanding of Talent landscape and best practices around People Management and Leadership; Knowledgeable of HR business processes and technology Project management, change management, and third-party relationship management experience Self-disciplined; approaches work with consistency, reliability, and quality Excellent influence and collaboration: able to build rapport and trust with colleagues and demonstrate alignment with team's priorities Ability to work in a diverse, fast-paced, confidential environment and exceptional attention to detail Preferred: Experience in Integrations. Experience in Advance compensaiton, Performance Management modules EEO Statement: iCIMS is a place where everyone belongs. We celebrate diversity and are committed to creating an inclusive environment for all employees. Our approach helps us to build a winning team that represents a variety of backgrounds, perspectives, and abilities. So, regardless of how your diversity expresses itself, you can find a home here at iCIMS. We prohibit discrimination and harassment of any kind based on race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity, gender expression, age, veteran status, genetic information, disability, or other applicable legally protected characteristics. If you’d like to request an accommodation due to a disability, please contact us at careers@icims.com. Compensation and Benefits: Competitive health and wellness benefits include medical insurance (employee and dependent family members), personal accident and group term life insurance, bonding and parental leave, lifestyle spending account reimbursements, wellness services offerings, sick and casual/emergency days, paid holidays, tuition reimbursement, retirals (PF - employer contribution) and gratuity. Benefits and eligibility may vary by location, role, and tenure. Learn more here: https://careers.icims.com/benefits

We are hiring for the role of Desktop Support Engineer Location: Andheri East- Mumbai Experience: 1 to 2 Years Budget upto 3-4 LPA Notice Period: Immediate to 15 Days Required local candidate from Mumbai near by Andheri East Key Responsibilities: Provide first-level technical support for desktop systems, laptops, printers, and other hardware. Install, configure, and troubleshoot Windows /MAC/Linux operating systems (OS), office applications, and common software. Handle basic hardware maintenance, including RAM upgrades, hard disk replacements, and device connectivity. Resolve network connectivity issues (LAN/Wi-Fi, shared folders, printer sharing). Maintain asset inventory and track issue resolution using helpdesk tools. Escalate unresolved issues to L2/L3 support teams following defined SLA timelines. Required Skills & Qualifications: Diploma or Bachelor's degree in Computer Science, IT, or related field. 1+ year of experience in desktop or technical support (fresher with internship experience can also apply). Basic knowledge of Windows 10/11, MS Office, and ITSM tools (e.g., ServiceNow, Freshservice). Understanding of desktop hardware components and peripheral devices. Good problem-solving, communication, and customer service skills. Ability to prioritize tasks and work under pressure in a fast-paced environment. Interested candidate can share there CV on sangita.singh@hremedies.in Show more Show less

Freshworks makes it fast and easy for businesses to delight their customers and employees. We do this by taking a fresh approach to building and delivering software that is affordable, quick to implement, and designed for the end user. Headquartered in San Mateo, California, Freshworks has a global team operating from 13 global locations to serve more than 65,000 companies -- from startups to public companies–– that rely on Freshworks software-as-a-service to enable a better customer experience (CRM, CX) and employee experience (ITSM). Freshworks’ cloud-based software suite includes Freshdesk (omnichannel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshchat (AI-powered bots), supported by Neo, our underlying platform of shared services. Freshworks is featured in global national press, including CNBC, Forbes, Fortune, Bloomberg and has been a BuiltIn Best Place to work in San Francisco and Denver for the last 3 years. Our customer ratings have earned Freshworks products TrustRadius Top Rated Software ratings and G2 Best of Awards for Best Feature Set, Best Value for the Price and Best Relationship Job Description Responsibilities: • Inspire, lead and grow a team of software engineers, engineering managers, and quality assurance personnel. • Manage product milestones, deployment cycles & overall product roadmap. • Technical leadership for product and across all engineering requirements. • Design and run engineering processes. • Continuously improve and drive best practices around software engineering & lead the craftsmanship, resilience, and scalability of your solutions. • Bring a passion to stay on top of tech trends, experimenting with and learning new technologies, participating in internal & external technology communities, and mentoring other members of the engineering community. • Encourage innovation, implementation of cutting-edge technologies, inclusion outsideof-the-box thinking, teamwork, self-organization, and diversity. • As a key member of the executive team, work with product management, architecture and professional services to deliver and maintain compelling products to market. • Ship great products under stringent deadlines and in the face of ambiguous requirements and changing business priorities. • Bring tested methodologies and tools of iterative, asynchronous development to the company. • Reduce the time-to-insights window for new customers. • Responsible for the overall development and release life cycle. Qualifications BE/ B. Tech. in Computer Science /Software Engineering from a reputed college/university. • 15+ years of industry experience with experience leading engineering teams with over 50+ software engineers. • Hands-on experience in building large-scale distributed systems with AWS • 5+ years of direct people management experience. • Experience communicating with technical and non-technical stakeholders at all levels across the business. • Experience in building highly scalable Enterprise SaaS software is a big plus. • Exceptional leadership skills and proven experience in shaping team culture. • Proven ability to headhunt, attract, retain, and coach engineering talent from top companies and universities. • Strong analytical skills and passion for answering questions with data • Bachelor's degree in computer science, engineering, or a related discipline. • Proven record of building, managing, and sustaining product organizations. • Must have the ability to influence people at the business unit level. • Must have the ability to understand the technical and non-technical aspects of product development. • Excellent problem-solving skills. • Excellent verbal and written communication skills. Additional Information At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business. Show more Show less

Key Responsibilities Supervise an outsourced team dedicated to the remediation of incident requests. Coordinate the assignment of tickets and track request lifecycle to deliver optimal customer satisfaction. Conduct regular reviews of performance against defined SLA metrics and provide feedback to vendor and DV IT leadership. Oversee daily operations, ensuring efficient resolution of support tickets and meeting performance targets. Act as an escalation point for complex technical issues and resolve them promptly. Monitor ticketing systems, analyze trends, and generate reports to identify areas for improvement. Identify recurring issues and recommend long-term solutions to reduce support Ensure a customer-centric approach in all support activities, maintaining high levels of satisfaction. Develop and enforce service desk policies, procedures, and best practices. Collaborate with IT and other business units to address cross-functional support needs. Communicate updates and best practices to team members and stakeholders. Qualifications Education and Experience: Bachelor’s degree in Information Technology, Computer Science, or a related field. 5+ years of experience in IT support, with 1-2 years in a supervisory role. Skills And Knowledge Strong understanding of IT support processes, systems, hardware, and software. Strong attention to detail Proficient in using Helpdesk tools and ticketing systems (e.g., Jira Service Management, Freshservice, ServiceNow). Excellent leadership, communication, and interpersonal skills. Strong analytical and problem-solving abilities. Excellent troubleshooting skills in Windows, macOS, and basic networking. ITIL certification or equivalent a plus Experience working with global teams Why Join Us? Be a part of a global team delivering innovative IT solutions. Enjoy a collaborative and inclusive workplace. Develop your leadership skills while contributing to a high-performing team. Show more Show less

Want to join our DevOps Level 3 organization to support Trimble’s mission to transform the way the world works? What You Will Do Respond to customer inquiries via email, casework, and chats. Identify, troubleshoot, document, follow up and resolve internal customer inquiries in a timely manner. Advanced troubleshooting of supported services. Coordination with the Trimble Cloud Core Platform L1-L4 colleagues from around the world in a customer support 24/7 follow-the-sun model. Incident response management and escalation to Service teams (SRE & Software Engineering) when needed for reaching resolution. All while providing timely and accurate information to the affected parties. Ensure individual and team SLA’s/KPI’s are maintained and on track. Collaborate in documenting our organization’s processes mapped on our Application portfolio. Participate in cross-functional Project/Program execution related to long & short-term initiatives associated with the Cloud Core Platform’s Change Management focus on Supportability attributes Exemplifies strong teamwork & collaboration, fostering a positive team & inclusive culture. Skills & Experience You Should Bring Applicant should be fully fluent in written & spoken English 3-5 yrs experience in an information technology support environment or other customer-facing information technology role. Operating in Linux/Windows Server, IT customer support software (e.g. Jira Service Management Cloud, ServiceNow, Zendesk, Freshservice), a collaboration platform (e.g. G-Suite, Office 365). Demonstrated customer-focused, troubleshooting, analytical abilities, and creative problem-solving. Ability to attend meetings outside normal working hours as teams are global. Motivated in a fast-paced environment with work volume fluctuation, being required a high degree of organization with a focus on detail to achieve success in the position. Skills & Experience You Could Bring Public cloud infrastructure platform (e.g. AWS, Azure, GCP, Oracle) Cloud Logging platform (e.g. Sumologic, Splunk) Cloud Observability platform(e.g. Datadog, Grafana, NewRelic) Experience with API Management platforms (e.g. Mulesoft, Postman, Insomnia) Experience with Password management systems (e.g. LastPass, 1Password) Knowledge of status page systems (e.g. Statuscast) Information For Your Review Trimble is transforming the way the world works by delivering products and services that connect the physical and digital worlds. Core technologies in positioning, modeling, connectivity and data analytics enable customers to improve productivity, quality, safety, and sustainability. From purpose-built products to enterprise lifecycle solutions, Trimble software, hardware, and services are transforming industries such as agriculture, construction, geospatial and transportation, and logistics. What we will offer you A career at an innovative market leader in software solutions, transforming the way the world works. Possibility to make use of the well-being program for Trimble Colleagues, as work/life balance is important at Trimble. We encourage Trimble employees to make use of our internal learning platform to develop your skills, knowledge and personal competences. Possibility to participate in Employee Stock Purchase Plan. Trimble has a great togetherness culture that provides a workplace where individuals can feel safe and comfortable in being themselves. A Hiring Manager who encourages personal growth and will support further training and development. About Our Trimble Cloud Platform Division The Trimble Cloud Platform team is building the platform fueling Trimble’s digital transformation. We take a cloud-first approach to deliver shared web services that are used by Trimble and Trimble partners. Our platform-as-a-service is used by hundreds of product teams to build customer-centric workflows. We focus on building services used by developers that are simple, scalable, and secure. Trimble’s Inclusiveness Commitment We believe in celebrating our differences. That is why our diversity is our strength. To us, that means actively participating in opportunities to be inclusive. Diversity, Equity, and Inclusion have guided our current success while also moving our desire to improve. We actively seek to add members to our community who represent our customers and the places we live and work. We have programs in place to make sure our people are seen, heard, and welcomed and most importantly that they know they belong, no matter who they are or where they are coming from. Trimble’s Privacy Policy Show more Show less

Organizations everywhere struggle under the crushing costs and complexities of “solutions” that promise to simplify their lives. To create better experience for their customers and employees. To help them grow. Software is a choice that can make or break a business. Create better or worse experiences. Propel or throttle growth. Business software has become a blocker instead of ways to get work done. There’s another option. Freshworks. With a fresh vision for how the world works. At Freshworks, we build uncomplicated service software that delivers exceptional customer and employee experiences. Our enterprise-grade solutions are powerful, yet easy to use, and quick to deliver results. Our people-first approach to AI eliminates friction, making employees more effective and organizations more productive. Over 72,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks’ customer experience (CX) and employee experience (EX) software to fuel customer loyalty and service efficiency. And over 4,500 Freshworks employees make this possible, all around the world. Fresh vision. Real impact. Come build it with us. Job Description Freshservice SRE team includes expert Software and System engineers who are custodians of Availability, Scalability and Performance of the SaaS products. We build tools and frameworks to monitor, load test and sometimes build full platform features that other products' use. We undertake architecture reviews and help the individual product teams to identify performance bottlenecks. We tend to look at the application from a system perspective bottom up rather than top-down. Our engineers have the freedom to pick the challenges that they work on and own the task to completion. Roles and Responsibilities: ● Strong software development skills in any one of the technologies (Python, Ruby, Java etc.,) ● Flag down potential performance issues at the development stage ● Provide technical assistance and ensure performance SLA are met ● Ability to derive and define NFR goals (SLIs, SLOs) and requirements ● Experience in APM/tracing tools and work collaboratively with development teams to enable quicker resolution of performance issues. ● Ability to deep-dive and find root cause for performance and scalability issues in production/non-prod environments ● Undertake system level debugging in Linux independently ● Mentor the juniors on performance engineering areas and debugging ● Collaborate and work closely with the product engineering team to share knowledge, tools, and best practices on performance engineering and scalability areas ● Knowledge on internal technologies such as load balancers, firewalls and database servers ● Broad technical and working knowledge on Kubernetes, docker, Windows, Linux, ● Prometheus, Grafana. Expert knowledge on telemetry configuration and alerting ● Bring in automation practice wherever applicable ● Experience building and scaling large-scale performance services ● Ensuring availability, scalability and resilience of our SaaS platform and services Qualifications ● 7-10 years of experience in design, development and architecture ● Experience with open-source load testing tools such as Apache JMeter, httperf etc and APM, infrastructure monitoring tools like SumoLogic, NewRelic and AppDynamics. ● Working knowledge in any one of the cloud platforms (AWS, Azure, GCP) ● Software automation development skills (at least one) – Python, GO, or Java. ● Experience in working with SQL/NOSQL databases ● Passionate about performance, reliability, scalability and resilience ● A self-starter, able to architect, build, drive and advocate for Snow SRE solution ● Proven ability to work with multiple teams and multi-task and prioritising Additional Information At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business. Show more Show less

Freshworks makes it fast and easy for businesses to delight their customers and employees. We do this by taking a fresh approach to building and delivering software that is affordable, quick to implement, and designed for the end user. Headquartered in San Mateo, California, Freshworks has a global team operating from 13 global locations to serve more than 65,000 companies -- from startups to public companies – that rely on Freshworks software-as-a-service to enable a better customer experience (CRM, CX) and employee experience (ITSM). Freshworks’ cloud-based software suite includes Freshdesk (omni-channel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshchat (AI-powered bots), supported by Neo, our underlying platform of shared services. Freshworks is featured in global national press including CNBC, Forbes, Fortune, Bloomberg and has been a BuiltIn Best Place to work in San Francisco and Denver for the last 3 years. Our customer ratings have earned Freshworks products TrustRadius Top Rated Software ratings and G2 Best of Awards for Best Feature Set, Best Value for the Price and Best Relationship. Job Description Job Description We are seeking a highly skilled and experienced Senior Business Analyst to join our dynamic Field Revenue Operations team. In this pivotal role, you will leverage your analytical prowess to drive strategic initiatives and optimize operational efficiencies across the Field Sales organization. As a Senior Business Analyst, you will serve as a key liaison between various stakeholders, ensuring that business needs are accurately captured and translated into actionable solutions. You will play a critical role in the development and implementation of data-driven strategies that align with our organizational goals. Roles & Responsibilities: Collaborate across the North Americas GTM organization to gather insights, data analysis, and reporting on key performance metrics, highlighting risks, opportunities and growth drivers Develop and implement regular reporting of key pipeline and revenue performance metrics including forecasting, funnel analysis and pipeline management Communicate findings to senior global stakeholders across multiple lines of business/time zones by establishing clear communication channels. Present results of data analyses in clear and concise manner as appropriate using data visualization, dashboards and presentations Focus on high-priority sales initiatives, including business process architecture, org structure, goal/quota setting, sales incentive design, market segmentation, and strategic planning. Operate autonomously within the team, driving informed decisions with accountability; contributing effectively to the team's overall goals Create, maintain, and present documentation, including: SOPs, rules of engagement, and process workflows to ensure adherence to internal policies Proactively define and execute projects spanning systems, data management, and business process automation to improve operational efficiency, reduce errors, and minimize wasted cycles Qualifications Ecperience: 3–6 years of experience in business analysis, revenue operations, or sales/marketing ops MBA from a top-tier college or a bachelor’s degree from a top-tier university with highly relevant work experience Hands-on experience in supporting go-to-market (GTM) teams or business teams Experience in data-driven decision-making and performance tracking Exposure to B2B SaaS or tech industry (preferred) Familiarity with lead routing, quota setting, or compensation tracking (a plus) Experience working in fast-paced or scaling environment Additional Information Key Skills Strong data background with skills to effectively collect, analyze, interpret, and leverage data to drive decision-making Track record of developing and managing complex data projects with multiple stakeholders successfully Proficiency in Excel/Google Sheets, SQL, and BI tools (e.g., Tableau, Looker, Power BI) Strong communication and stakeholder management skills across multiple levels Good understanding of CRM systems (like Salesforce or HubSpot) is preferred Familiarity with marketing automation tools (e.g., Marketo, Pardot) Ability to design and improve business processes Experience with data modeling, dashboards, and reporting Basic understanding of revenue metrics (e.g., pipeline, churn, CLTV, CAC) Knowledge of lead management and sales funnel optimization Ability to work cross-functionally (Sales, Marketing, Customer Success) At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business. Show more Show less

Freshworks makes it fast and easy for businesses to delight their customers and employees. We do this by taking a fresh approach to building and delivering software that is affordable, quick to implement, and designed for the end user. Headquartered in San Mateo, California, Freshworks has a global team operating from 13 global locations to serve more than 65,000 companies -- from startups to public companies – that rely on Freshworks software-as-a-service to enable a better customer experience (CRM, CX) and employee experience (ITSM). Freshworks’ cloud-based software suite includes Freshdesk (omni-channel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshchat (AI-powered bots), supported by Neo, our underlying platform of shared services. Freshworks is featured in global national press including CNBC, Forbes, Fortune, Bloomberg and has been a BuiltIn Best Place to work in San Francisco and Denver for the last 3 years. Our customer ratings have earned Freshworks products TrustRadius Top Rated Software ratings and G2 Best of Awards for Best Feature Set, Best Value for the Price and Best Relationship. Job Description About the Role: This senior-level Individual Contributor role, requires a minimum of 12 years specific to Channel Sales and Channel Management in India [West]. Seeking candidates who have experience building channel sales through resell with GSI, Resellers, Distributors and Hyperscalers - having success in building multi-million sales revenues and ARRs through co-selling with Tier 1 partners in India. Candidates should have a strong understanding of the Enterprise sales methodology and a deep knowledge of Chanel Management through Partner Program and Profitability. The Candidate must have a current C-level network of Channel Partners, which can be leveraged for co-sell with a track record of delivering on sales targets successfully through the indirect channel. The ideal candidate will have a proven track record in nurturing executive-level partner relationships and demonstrating exceptional business planning skills. You will have made significant contributions to growth within high growth SaaS and Software industry, with a preference in ITSM, Cybersecurity, Customer Experience or Application sales. Responsibilities: Strategically manage and expand major channel partnerships in the India [West], driving substantial revenue growth. Develop and implement comprehensive strategies for partner engagement, focusing on high-value opportunities in the EX/CX space. Mentor and inspire a team, fostering a culture of innovation and excellence in partnership management. Collaborate with regional business heads and cross-functional teams to align partnership strategies with overall business objectives. Establish and maintain strong executive relationships with key partners, ensuring mutual growth and success. Key understanding of the India Distribution landscape with previous experience working in a tier 2 model. Drive partner program enhancements, including incentive models, enablement strategies, and performance metrics, to maximize partner engagement and revenue generation. Regularly review and adjust strategies to respond to market changes and partner feedback, ensuring alignment with company goals and partner needs. Location: The candidate should be operating out of Mumbai and manage the West territory Qualifications Qualifications: Minimum 12 years of experience in SaaS or channel sales, with a focus on strategic partnership management. Demonstrated success in developing and executing high-impact partner strategies. Strong ability to engage and influence C-level executives, with excellent presentation and communication skills. Proven track record of driving significant revenue growth through strategic partnerships. SaaS background is highly preferred, with a deep understanding of software and services alliances. Preferred industry experience in ITSM, DataCenter Solutions or Cybersecurity will be preferred Willingness to travel frequently to engage with partners and internal teams. Master’s degree in a Technology or Business Field is preferred. Additional Information We offer a range of benefits, including life and long-term disability insurance, a generous learning and reading budget, fitness allowance, free yoga classes, a cycle-to- work scheme, and a fully stocked pantry. Our inclusive workplace welcomes diverse backgrounds and perspectives, fostering a rich and vibrant environment. Join us at Freshworks, where your expertise in strategic partnership management will be pivotal in driving our growth in the crucial India market. Benefits Company-funded Life & Long-Term Disability insurance Generous Learning & Reading budget Fitness allowance Free yoga classes Cycle to Work Scheme Well-stocked pantry with healthy options Employee Assistance Program for you and your family 25 days annual Paid-Time-Off Discounted Tax Support Services A commitment to equality and diversity in the workplace At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business. Show more Show less

Freshworks makes it fast and easy for businesses to delight their customers and employees. We do this by taking a fresh approach to building and delivering software that is affordable, quick to implement, and designed for the end user. Headquartered in San Mateo, California, Freshworks has a global team operating from 13 global locations to serve more than 65,000 companies -- from startups to public companies – that rely on Freshworks software-as-a-service to enable a better customer experience (CRM, CX) and employee experience (ITSM). Freshworks’ cloud-based software suite includes Freshdesk (omni-channel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshchat (AI-powered bots), supported by Neo, our underlying platform of shared services. Freshworks is featured in global national press including CNBC, Forbes, Fortune, Bloomberg and has been a BuiltIn Best Place to work in San Francisco and Denver for the last 3 years. Our customer ratings have earned Freshworks products TrustRadius Top Rated Software ratings and G2 Best of Awards for Best Feature Set, Best Value for the Price and Best Relationship. Job Description Job Overview: We are looking for an experienced and strategic leader to build and lead the Chat function within our Revenue Growth team. This critical role will be responsible for designing and implementing a high-impact chat strategy focused on customer acquisition, product support, and revenue expansion. The ideal candidate will drive AI-powered automation, lead the implementation of Salesforce Chat Agent, and create a scalable acquisition playbook to convert conversations into customers. Key Responsibilities: Build and Lead the Chat Function: Design the organizational structure, define KPIs, and recruit a high-performing team to own the end-to-end chat experience. Align chat objectives with the company’s customer acquisition and retention goals. Customer Acquisition through Chat: Build a playbook for acquisition via chat, focusing on conversion optimization, lead nurturing, and engagement strategies. Develop and manage chat flows tailored to different stages of the buyer journey and customer segments. Product Support, Cross-sell & Upsell: Create workflows to handle product usage queries and support through chat. Partner with Sales and Customer Success teams to identify opportunities for cross-sell and upsell via personalized chat interactions. Salesforce Chat Agent Implementation: Lead the integration and configuration of Salesforce Chat Agent across key digital properties. Ensure seamless integration with CRM and other marketing automation platforms. AI & Automation: Leverage AI and automation to scale chat capabilities, including bot development, chat routing, and personalization. Continuously improve chat performance through AI-powered insights, testing, and iteration. Data-Driven Strategy & Reporting: Monitor and analyze chat engagement, conversion, and resolution metrics. Provide insights and recommendations for continuous improvement in chat performance. Cross-Functional Collaboration: Work closely with Product, Sales, Customer Success, and Marketing teams to align messaging and goals. Ensure a consistent and customer-centric chat experience across touchpoints. Qualifications 8+ years of experience in growth, digital marketing, customer experience, or sales operations in a SaaS or tech-driven environment. Proven experience in leading chat-based customer engagement and acquisition strategies. Strong understanding of Salesforce Chat Agent and other conversational platforms. Familiarity with AI tools and automation technologies related to chat and customer engagement. Excellent leadership, project management, and stakeholder management skills. Data-driven mindset with expertise in performance tracking and analytics. Strong written and verbal communication skills. Additional Information At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business. Show more Show less

About Saviynt: Saviynt empowers organizations to secure and manage access to their critical assets in today's dynamic digital landscape. Our Enterprise Identity Cloud provides unparalleled visibility, control, and intelligence, enabling businesses to mitigate cyber risks while ensuring employees have the right access at the right time. WHAT YOU WILL BE DOING Lead and manage a 24x7 team of Cloud Operations engineers, ensuring adequate staffing and shift coverage to maintain continuous operations. Oversee the monitoring of our SaaS application and underlying infrastructure (Kubernetes on AWS and Azure, VPN connections, customer applications, Elastic Search, MySQL) for alerts and performance issues. Manage the full lifecycle of alerts, incidents, and service requests reported through FreshService, ensuring timely and accurate logging, prioritization, resolution, and escalation. Develop , implement, and maintain operational procedures, runbooks, and knowledge base articles to standardize incident resolution and service request fulfillment. Drive continuous improvement initiatives to optimize operational efficiency, reduce incident rates, and improve service request turnaround times. Collaborate with engineering, development, and SRE teams to troubleshoot complex issues, identify root causes, and implement preventative measures. Ensure adherence to defined SLAs (Service Level Agreements) and KPIs (Key Performance Indicators) for operational performance. Generate regular reports on operational metrics, incident trends, and service request performance for management review. Participate in on-call escalations as needed and provide leadership during critical incidents.Foster a collaborative and high-performing team environment, providing coaching, mentoring, and performance feedback to team members. Manage and maintain operational documentation, including system diagrams, contact lists, and escalation paths. Ensure compliance with relevant security and compliance policies within the operations center. Plan and coordinate scheduled maintenance activities with minimal impact to service availability. Show more Show less

Freshworks makes it fast and easy for businesses to delight their customers and employees. We do this by taking a fresh approach to building and delivering software that is affordable, quick to implement, and designed for the end user. Headquartered in San Mateo, California, Freshworks has a global team operating from 13 global locations to serve more than 65,000 companies -- from startups to public companies – that rely on Freshworks software-as-a-service to enable a better customer experience (CRM, CX) and employee experience (ITSM). Freshworks’ cloud-based software suite includes Freshdesk (omni-channel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshchat (AI-powered bots), supported by Neo, our underlying platform of shared services. Freshworks is featured in global national press including CNBC, Forbes, Fortune, Bloomberg and has been a BuiltIn Best Place to work in San Francisco and Denver for the last 3 years. Our customer ratings have earned Freshworks products TrustRadius Top Rated Software ratings and G2 Best of Awards for Best Feature Set, Best Value for the Price and Best Relationship. Job Description We are looking for seasoned technical writers with a passion for crafting clear and concise content to join our ranks. Responsibilities include: Product Documentation: Develop and maintain comprehensive product documentation, including user guides, onboarding guides, migration guides, online and inline help, and release notes. Developer Documentation: Produce thorough and accurate API documentation to assist developers in integrating and leveraging our APIs effectively. UX Writing and Content Design: Write clear and concise microcopy to enhance and streamline our user experience, including labels, tooltips, and error messages. Standardization: Propose, build, and document writing standards that help quickly onboard future technical writing team members. Process Management: Define and maintain documentation processes that align with our software release life cycle involving multiple stakeholders: product management, engineering, product marketing, and others. Locations: Hyderabad Chennai Bengaluru Qualifications 10 - 12 years of experience as a Technical Writer in the software industry. Strong understanding of SaaS. Understanding of the ITSM domain is a plus. Proficiency with collaboration tools, version control systems, and documentation platforms. Familiarity with industry-standard style guides and conventions, such as Microsoft Manual of Style for Technical Publications (MSTP) and Google Developer Documentation Style Guide. Attention to detail and the ability to work independently. Additional Information At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business. Show more Show less

Pinnacle Group exists to connect people with opportunity. For the last 25 years, we've done exactly that by living our core values of putting people first, delivering excellence in all we do, and giving back to the communities in which we live and work. We are a leading workforce solutions company supporting the talent needs of global leaders in financial services, technology, communications, utilities, and transportation and we are one of the largest women and minority-owned companies in our industry. Our team of service-driven, energetic, and diverse professionals is well-respected in our industry and our leadership team is aligned and focused on taking the company to the next level. If you're looking for a new opportunity where you can truly make a difference, we hope you'll apply for a position with us. Job Summary Core Competencies Administer and Manage FreshService SaaS Application. IT Service Management Methodologies: ITIL, Incident Management, Change Management, and Problem Management. Enterprise Service Management Methodologies: Knowledge Management, Asset Management, and Alert Management. Azure Cloud Services: Identity and Access Management, Azure Active Directory (Entra ID), Azure Assets, Role Based Access Control. FreshService Administration Administration and oversight of all FreshService modules, including but not limited to Incident, Change, Problem, Alert, Management modules. Administration and organization of automation, such as workflows, business and Supervisor rules, Service Level Agreement policies. Setting up Hardware and Software asset management within FreshService Create documentation of FreshService configuration, end user articles, and guides. Responsible for maintaining and sharing knowledge of policies and procedures of the IT ticketing system. FreshService Consultant Jointly interfacing with IT and business units to develop requirements and configuration support for using FreshService optimally. Develop, implement and ensure processes, procedures, and standards are followed, across all workspaces. Establish parameters for and monitor work quality and performance metrics in FreshService Analytics and Tableau. Conduct root-cause analysis to identify systemic issues and prevent future incidents. Create analysis and trending reports for assigned unit. Copilot the FreshService internal user group with IT Services team. Show more Show less

About Freshworks Freshworks makes it fast and easy for businesses to delight their customers and employees. We do this by taking a fresh approach to building and delivering software that is affordable, quick to implement, and designed for the end user. Headquartered in San Mateo, California, Freshworks has a global team operating from 13 global locations to serve more than 65,000 companies -- from startups to public companies – that rely on Freshworks software-as-a-service to enable a better customer experience (CRM, CX) and employee experience (ITSM). Freshworks’ cloud-based software suite includes Freshdesk (omni-channel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshchat (AI-powered bots), supported by Neo, our underlying platform of shared services. Freshworks is featured in global national press including CNBC, Forbes, Fortune, Bloomberg and has been a BuiltIn Best Place to work in San Francisco and Denver for the last 3 years. Our customer ratings have earned Freshworks products TrustRadius Top Rated Software ratings and G2 Best of Awards for Best Feature Set, Best Value for the Price and Best Relationship. Job Description We are looking for an experienced and strategic Enterprise Account/Portfolio Manager who has a knack in building deep customer relationships and driving incremental business in existing Freshworks customers by delivering value. They should have a consultative sales approach, a successful track record retaining, growing and on-boarding clients with polished presentation skills. This person must demonstrate all the behaviors associated with a high performance sales and customer success culture, specifically managing a pipeline of business opportunities and delivering results against a quota. This individual will provide the best consultative experience possible for our customers. Responsibilities: You’ll become the resident expert on the Freshworks platform and will expand our cloud-based software usage in existing customers Drive expansion through upsell and cross-sell to meet or exceed revenue targets Professionally manage relationships with a portfolio of assigned accounts Demonstrating / selling value to key stakeholders within the accounts with Customer Success Plans and strategies Build a plan to maximize revenue, and customer satisfaction within your accounts Gain a thorough understanding of assigned client’s needs, objectives, and processes to ensure that they successfully adopt and deploy Freshworks suite of products Create & articulate compelling value conversations with C-Level stakeholders also work in alignment with inside stakeholders namely Implementations, Billing, Support, deals teams etc. Close large, complex deals involving multiple executive level stakeholders Collaborate with and lead a larger cross functional team to the closure of large complex deals Demonstrated experience managing complex sales cycles and negotiating win-win agreements based on value based selling Exceeding activity, pipeline and revenue goals on a quarterly basis Build strategies and execute on the plan in the assigned territory with the goal of generating and maintaining 4x pipeline Analyze sales/metrics data from your accounts to help evolve your strategy Assist customers in identifying industry relevant use cases and educate customers to make a strong business impact Develop long-term strategic relationships with key accounts Qualifications Experience selling to VP or C level executives in companies 7+ years of overall experience in sales. 3+ years of SAAS sales experience/solution based selling experience Experience in driving expanded usage in existing customers Track record of success selling into Mid Market and Enterprise companies Experience managing and closing complex sales-cycles using solution selling techniques Consultative sales skills and ability to construct and articulate strong business cases and ROI, strategic account planning and execution skills. Proven track record of consistent account growth and quota achievement Thorough understanding/experience in related technology in the CRM/EX/CX space Experience with account portfolio planning, management, and prioritization Strong project management capability and ability to multitask High attention to detail and willingness to get “in the weeds” to fix a problem Knowledge of customer success best practices Experience driving client adoption of technology or software product Skilled in virtual presentations, online web demos, remote sales processes Strong interpersonal skills, ability to convey and relate ideas to others Vibrant and energetic attitude, willingness to perform and get things done Bachelor’s Degree/Master’s degree preferred A technical background is a plus Flexibility to work in the EU/UK shift Additional Information At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business. At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business. Show more Show less

Job Summary: The Cloud Subject Matter Expert (SME) will be responsible for providing expertise and guidance on cloud computing technologies, ensuring the effective implementation and management of cloud infrastructure, and driving innovation through cloud solutions. Cloud SME will work closely with IT teams, stakeholders, and external vendors to design, deploy, and maintain scalable, secure, and efficient cloud environments. Must have skills:- AWS, Palo Alto, Prisma, Firewall and cloud security certification Key Responsibilities: · Cloud Architecture & Design: o Develop and design hybrid cloud reference architecture and define target state AWS and Azure architecture. o Design and implement cloud architecture solutions to meet organizational needs, ensuring scalability, security, and cost-effectiveness. o Collaborate with enterprise architects and IT teams to integrate cloud solutions with existing infrastructure. o Experience with private and public cloud architectures, microservices architecture, and hybrid cloud integration.  · Monitoring: o Lead cloud projects, including planning, execution, and monitoring support with Knowledge of DevOps and Monitoring tools like Site24x7, DataDog, FreshService, etc. o Develop and execute strategies based on detailed analysis, using workload automation tools and monitoring tools. o Serve as the primary point of contact for all matters related to cloud computing, offering expert guidance and support to internal teams and clients. o Collaborate with cross-functional teams to troubleshoot and resolve complex cloud-related issues. o Conduct assessments of existing cloud infrastructure, identify areas for improvement, and implement optimization strategies to enhance performance, reliability, and efficiency. o Stay abreast of the latest cloud technologies, trends, and best practices, and provide recommendations for their adoption as appropriate. · Cloud Management & Optimization: o Monitor and manage cloud infrastructure to ensure optimal performance and availability. o Implement best practices for cloud management, including cost management, security policies, and resource optimization. o Conduct regular assessments and audits of cloud environments. o Provide guidance and recommendations on optimizing cloud resources for cost efficiency and performance. · Technical Support & Troubleshooting: o Provide advanced technical support and troubleshooting for cloud-related issues. o Act as a point of escalation for complex cloud problems . · Security & Compliance: o Implement and maintain robust security measures to protect cloud data and applications. o Implement and manage security controls such as access controls, encryption, vulnerability management, and incident response o Ensure cloud solutions comply with security standards, regulatory requirements such as such as ISO 27001, PCI DSS, and HIPAA o Conduct regular security assessments of AWS and Azure environments to identify vulnerabilities and risks o Integrate and manage third-party security solutions like Palo Alto VM and CN series firewall, Prisma, and F5 security with AWS and Azure environments. o Conduct security awareness training and education programs for employees. · Innovation & Continuous Improvement: o Stay updated with the latest trends and developments in cloud computing. o Recommend and implement innovative cloud solutions to enhance business operations. o Drive continuous improvement initiatives to optimize cloud performance and efficiency. · Mentorship: o Provide mentorship to team and stakeholders on cloud technologies and best practices. o Develop documentation and relevant materials to support cloud initiatives. · Collaboration & Communication: o Work closely with cross-functional teams to deliver comprehensive cloud solutions. o Communicate effectively with stakeholders to understand business requirements and translate them into cloud solutions. o Manage client interactions, requirement gathering discussions, and influence client evaluation criteria and decision-making. o Participate in pre-sales activities, including solution design, proposal development, and client presentations. o Willing and adaptable to work in various shifts as required. o Participate in on-call rotation and provide off-hours support as needed. Technical Skills: o In-depth knowledge of cloud architecture, services, security and deployment models. o Experience with cloud platforms like AWS, Azure, Google Cloud Platform (GCP). o Proficiency with Cloud and DevOps monitoring tools like, New Relic, Site24x7, Datadog, etc o Good understanding of ITIL frameworks and ITSM tools like ServiceNow and FreshService. o Proficiency with third-party security solutions like Palo Alto VM and CN series firewall, Prisma, and F5 security is must. o Proficiency with infrastructure as code (IaC) tools such as Terraform, CloudFormation, or ARM templates. o Strong understanding of security frameworks and standards such as ISO 27001, PCI DSS, and HIPAA. o Strong understanding of networking, virtualization, and storage in cloud environments. o Familiarity with DevOps and Agile methodologies, processes, and tools such as CI/CD pipelines, Jenkins, Docker, and Kubernetes. o Experience in Linux administration and Bash/Powershell scripting. o Good understanding of Coding languages like C, Python, Java or Javascript. o Experience creating, deploying, and operating large-scale applications on AWS/Azure/GCP. o Hands-on experience in setting up and using DevOps-related tools and processes. · Certifications: o Relevant cloud certifications such as AWS Certified Solutions Architect – Professional, Microsoft Certified: Azure Solutions Architect Expert, Google Cloud Certified, or similar. o Experience with DevOps Tools & Technologies (Git, Docker, Kubernetes, CI/CD Tools, Terraform) o Experience with ITSM and Monitoring Tools (FreshService, ServiceNow, Site24x7, Datadog) o Experience with scripting languages (e.g., Python, Bash) is a plus. o Terraform Certified (Good to have). · Soft Skills: o Excellent problem-solving and analytical skills. o Strong communication, presentation, and writing skills. o Ability to work independently and as part of a team. o Strong project management and organizational skills. o Ability to work with geographically dispersed teams and possess cross-cultural competence. o Proactiveness and a passion for learning new technologies. o A strong stage presence and ability to manage client interactions and discussions. o A strong motivator with prominent levels of energy. · Work Environment: o The role typically involves working in various shifts to support customers in a 24/7 roster-based model within an office environment. 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Experience Required: 3–5 Years Shift timing - 6pm-6am (Rotational Shift ) Location: Remote Job Summary: We are seeking experienced IT Support Engineers with strong backgrounds in Managed Service Provider (MSP) environments. The ideal candidates will have 3–5 years of hands-on experience supporting MSP clients across various domains including Microsoft 365 administration, OS support, and cloud services, Private cloud Virtualization. Candidates should have a deep understanding of MSP tools and be well-versed in resolving a wide range of technical issues in both Windows and Linux environments. Must-Have Skills & Experience: Prior experience supporting MSP clients is mandatory Strong experience in: Microsoft 365 Admin Center Windows & Linux operating systems MSP Documentation Tools (e.g., IT Glue) Remote Monitoring and Management (RMM) Tools (e.g., NinjaOne, Kaseya, ConnectWise Automate) Network issues (firewall, VPN, routing, DNS, DHCP, LAN/WAN) Ticketing Systems (e.g., HaloPSA, Freshdesk, ServiceNow) Authentication Tools (e.g., Microsoft/Google Authenticators, DUO) understanding of firewalls (e.g., SonicWall, Fortinet, Cisco) , VPNs , and LAN/WAN configurations. Basic scripting or automation skills (PowerShell preferred) Security Tools (e.g., ThreatLocker, Microsoft Sentinel, Microsoft Defender for Endpoint) Virtualization technologies including VMware vSphere/ESXi and Microsoft Hyper-V Understanding of: Basic cloud services (Azure/AWS) Endpoint troubleshooting Print, file sharing, and group policy troubleshooting Email flow analysis and spam filter troubleshooting Preferred Tools & Technologies: RMM Tools: NinjaOne, Kaseya, ConnectWise Automate Ticketing Systems: HaloPSA, Freshservice, Freshdesk, Zendesk Documentation: IT Glue, Confluence Admin Portals: Microsoft 365 Admin Center, Azure AD Security Tools: ThreatLocker, Microsoft Defender, Microsoft Sentinel, DUO MFA Other Tools: TeamViewer, AnyDesk, Remote Desktop, PDQ Deploy, Bitdefender, SentinelOne, N-able, Acronis, Veeam Show more Show less

hackajob is collaborating with LexisNexis UK to connect them with exceptional tech professionals for this role. Solution Architect- Software Asset Management & ITSM About Our Team Our global team supports products that educate and provide electronic health records, introducing students to digital charting and preparing them to document care in today’s modern clinical environment. We have a stable product that we strive to maintain while valuing trust, respect, collaboration, agility, and quality in our team. About The Role We are seeking a highly skilled Solution Architect with expertise in Software Asset Management (SAM) and IT Service Management (ITSM) to design, implement, and optimize enterprise solutions. The ideal candidate will have hands-on experience with Tanium, Flexera, and Freshservice, along with expertise in Snowflake Data Warehouse to support data-driven decision-making. Responsibilities Architect and Design Solutions Develop scalable, enterprise-level architectures for Software Asset Management and IT Service Management. Define best practices for integrating Tanium, Flexera, and Freshservice into the existing IT landscape. Ensure alignment with industry standards, governance policies, and business goals. Software Asset Management (SAM) Implement and optimize Flexera for license management (including SaaS licensing), compliance tracking, and cost optimization. Define strategies for software lifecycle management, contract renewals, and risk mitigation. Establish automation frameworks to enhance software asset discovery and reporting. IT Service Management (ITSM) Enhance ITSM efficiency through automation, integrations, and analytics via FreshService. Provide governance over ITSM processes, ensuring a seamless end-user experience. Endpoint Security & Compliance Leverage Tanium for asset discovery, patch management, vulnerability detection, and endpoint security. Integrate Tanium with ITSM and SAM tools to ensure data consistency and compliance reporting. Develop security and operational resilience strategies for IT assets. Data Management & Analytics Utilize Snowflake Data Warehouse to centralize ITSM and SAM data for advanced analytics and reporting. Design and implement data pipelines for seamless integration with IT operations and business intelligence tools. Develop dashboards and analytics frameworks to optimize IT asset utilization and service performance. Stakeholder Engagement & Advisory Collaborate with IT leadership, procurement, and security teams to define SAM and ITSM roadmaps. Present architecture solutions and recommendations to key stakeholders. Provide technical leadership and mentorship to IT teams. Requirements Experience & Knowledge 5+ years of experience in Solution Architecture, ITSM, and SAM. Strong expertise in Tanium, Flexera, Freshservice. Experience with Snowflake and data modeling. Understanding of software licensing models (Microsoft, Adobe, Oracle, SaaS Solutions, etc.). Familiarity with ITIL framework and best practices. Technical Skills Hands-on experience with ITSM platforms, asset discovery tools, and security solutions. Proficiency in scripting languages (PowerShell, Python, or similar) for automation. Experience with Snowflake Data Warehouse, including schema design, SQL, and data modeling. Knowledge of cloud environments (AWS, Azure) and enterprise IT ecosystems. Certifications (or Equivalent Experience) ITIL Foundation or higher. Tanium, Flexera, Freshservice, Snowflake certifications. Certified Software Asset Manager (CSAM) or equivalent. Work in a Way that Works for You We promote a healthy work-life balance across the organization. We offer numerous well-being initiatives, shared parental leave, study assistance, and sabbaticals to help you meet both your immediate responsibilities and long-term goals. Working for You We understand that your well-being and happiness are essential to a successful career. Here are some benefits we offer: Comprehensive Health Insurance. Enhanced Health Insurance Options. Group Life Insurance. Group Accident Insurance. Flexible Working Arrangements. Employee Assistance Program. Medical Screening. Modern Family Benefits including maternity, paternity, and adoption support. Long-Service Awards. Celebratory New Baby Gift. Subsidized Meals (location-specific). Various Paid Time Off options including Casual Leave, Sick Leave, Privilege Leave, Compassionate Leave, Special Sick Leave, and Gazetted Public Holidays. Free Transport for home-office-home commutes (location-specific). About The Business We are a global leader in information and analytics, assisting researchers and healthcare professionals in advancing science and improving health outcomes. We combine quality information and extensive data sets with analytics to support science and research, health education, and interactive learning. At our company, your work contributes to addressing the world's grand challenges and fostering a sustainable future. We utilize innovative technologies to support science and healthcare, partnering for a better world. Show more Show less

hackajob is collaborating with LexisNexis UK to connect them with exceptional tech professionals for this role. Job Description EUC Infrastructure Architect Are you a skilled architect with a passion for designing and a positive attitude that motivates others? Do you enjoy collaborating with a team to create high-quality software? About The Team Our global team supports educational electronic health records products that introduce students to digital charting and prepare them for modern clinical documentation. We maintain a stable and reliable product, and our team values trust, respect, collaboration, agility, and quality. About The Role We are seeking a skilled Architect with expertise in End User Compute to design, implement, and optimize enterprise solutions. The ideal candidate will have hands-on experience with Microsoft Entra, Microsoft 365 Suite, Jamf, Landscape, Software Packaging workflows, PowerApps, and SaaS integrations, enabling seamless and efficient enterprise operations. Responsibilities Develop scalable, enterprise-level architectures for Elsevier’s End User Compute estate Define and implement best practices for integrating authentication (AuthN) and authorization (AuthZ) solutions, including single sign-on, OIDC, SAML, SCIM, and RBAC modelling Serve as the primary point of contact for SaaS implementation projects across Elsevier Define and implement best practices around end user software packaging and software lifecycle management Ensure alignment with industry standards, governance policies, and business goals Design and deploy Freshservice workflows for software packaging, cataloguing and lifecycles Enhance ITSM efficiency through automation, integrations, and analytics Provide governance over ITSM processes, ensuring seamless end-user experience Collaborate with IT leadership, procurement, and security teams to define EUC roadmaps Present architecture solutions and recommendations to key stakeholders Provide technical leadership and mentorship to IT teams Requirements Demonstrate experience in Infrastructure Architecture disciplines Solid understanding of software licensing models (Microsoft, Jamf, SaaS solutions) Familiarity with ITIL framework and industry best practices Experience in Microsoft Entra, 365 Suite, InTune, JAMF, Landscape and automation platforms Proficiency in scripting languages (PowerShell, Python, or similar) for automation Knowledge of cloud environments (AWS, Azure) and enterprise IT ecosystems ITIL Foundation Certification or higher Microsoft Modern Desktop certification JAMF certification Microsoft Azure certification Work In a Way That Works For You We promote a healthy work-life balance across the organization. We offer various initiatives, such as shared parental leave, study assistance, and sabbaticals, to help you meet your immediate responsibilities and long-term goals. Working For You We believe your well-being and happiness are crucial to a long and successful career. Here are some benefits we offer: Comprehensive Health Insurance for you, your immediate family, and parents. Enhanced Health Insurance Options with competitive rates negotiated by the company. Group Life Insurance for financial security of your loved ones. Group Accident Insurance for extra protection in case of accidental death or permanent disablement. Flexible Working Arrangements for a harmonious work-life balance. Employee Assistance Program for support with personal and work-related challenges. Medical Screening to prioritize your well-being. Modern Family Benefits, including maternity, paternity, and adoption support. Long-Service Awards to recognize dedication and commitment. New Baby Gift to celebrate parenthood. Subsidized Meals in Chennai for delicious meals at discounted rates. Various Paid Time Off options, including Casual Leave, Sick Leave, Privilege Leave, Compassionate Leave, Special Sick Leave, and Gazetted Public Holidays. Free Transport (pickup and drop-off) for home-office-home commute in Chennai. About The Business We are a global leader in information and analytics, helping researchers and healthcare professionals advance science and improve health outcomes for the benefit of society. Building on our publishing heritage, we combine quality information and vast data sets with analytics to support visionary science and research, health education, and interactive learning, as well as exceptional healthcare and clinical practice. At Elsevier, your work contributes to addressing the world's grand challenges and creating a more sustainable future. We harness innovative technologies to support science and healthcare for a better world. Show more Show less

About Rapid7 Rapid7 is creating a more secure digital future for all by helping organizations strengthen their security programs in the face of accelerating digital transformation. Our portfolio of best-in-class solutions empowers security professionals to manage risk and eliminate threats across the entire threat landscape from apps to the cloud to traditional infrastructure to the dark web. We foster open source communities and cutting-edge research–using these insights to optimize our products and arm the global security community with the latest in attacker methods. Trusted by more than 10,000 customers worldwide, our industry-leading solutions and services help businesses stay ahead of attackers, ahead of the competition, and future-ready for what’s next. Summary We are seeking a dynamic and enthusiastic Help Desk Technician to be an early team member of our newly established Global IT Support Center. This is an exciting opportunity for someone passionate about technology and committed to delivering exceptional user experiences. As part of the first wave of hires, you’ll help shape the culture, processes, and service standards of a fast-paced, growing support organization. You’ll be hands-on in troubleshooting, resolving technical issues, and ensuring seamless IT support for our global workforce. Expectations Teamwork & Attitude: Maintain a positive, collaborative approach to tasks. Be willing to tackle any issue, learn new skills, and grow daily within a supportive team environment. About The Role We’re looking for a skilled and service-oriented Corporate IT Help Desk Agent to join our growing IT team. In this role, you'll be the first line of support for a global workforce—helping resolve technical issues, improving the user experience, and ensuring our teams stay productive and connected. You’ll troubleshoot and support a wide range of tools and platforms, including GSuite, Zoom (including Zoom Rooms), Freshservice, Mac and Windows devices, Slack, GDrive, and more. You'll also work closely with infrastructure and security teams as needed to support broader IT operations across cloud platforms like AWS and VMware. Key Responsibilities Provide Tier 1 and Tier 2 technical support to global end users via Freshservice ticketing system, chat, and Zoom Ticket Management: Prioritize, resolve, and document tickets, ensuring accurate reporting and timely followups. Troubleshoot hardware, software, and connectivity issues on macOS, Windows, and peripheral devices Support GSuite tools (Gmail, Drive, Calendar, Meet, etc.), Assist with onboarding and offboarding processes, including device provisioning and account access Maintain accurate documentation of issues, fixes, and user requests Support internal collaboration and productivity tools - Slack and Zoom—including remote support of Zoom Rooms Escalate complex issues to appropriate teams (infra, security, etc.) when needed Work with IT team on process improvements, knowledge base updates, and special projects Participate in global on-call rotations and provide support across multiple time zones as needed Tools & Technologies You'll Support Productivity & Collaboration: GSuite, Slack, Zoom, Zoom Rooms, GDrive ITSM & Monitoring: Freshservice, FireHydrant Operating Systems: macOS, Windows Endpoint Management Tools: such as Jamf (macOS), Microsoft Intune (Windows), WorkspaceOne and Automox for device provisioning, policy enforcement, and patch management. Directory & Identity Management: Active Directory (AD) for user account management, authentication, and group policy administration Qualifications 2+ years of experience in a Help Desk, IT Support, or similar role Working knowledge of ITIL principles, including incident and request management, to support efficient and structured IT service delivery. Strong problem-solving skills and a customer-first mindset Working knowledge of macOS and Windows support Experience with enterprise tools such as GSuite, Zoom, Slack, and Freshservice Excellent communication and collaboration skills—especially in a remote or global team environment Ability to multitask, prioritize, and adapt in a fast-paced environment Added Advantage Experience supporting Zoom Room hardware Basic scripting or automation experience IT certifications (CompTIA, Microsoft, Google, etc.) Understanding of network fundamentals Familiarity with ticketing systems, such as Freshservice or similar platforms.Familiarity with cloud platforms (AWS), virtualization (VMware, vCenter), and incident management tools (FireHydrant) is a plus. Show more Show less

Harness is a high-growth company that is disrupting the software delivery market. Our mission is to enable the 30 million software developers in the world to deliver code to their users reliably, efficiently, securely and quickly, increasing customers’ pace of innovation while improving the developer experience. We offer solutions for every step of the software delivery lifecycle to build, test, secure, deploy and manage reliability, feature flags and cloud costs. The Harness Software Delivery Platform includes modules for CI, CD, Cloud Cost Management, Feature Flags, Service Reliability Management, Security Testing Orchestration, Chaos Engineering, Software Engineering Insights and continues to expand at an incredibly fast pace. Harness is led by technologist and entrepreneur Jyoti Bansal, who founded AppDynamics and sold it to Cisco for $3.7B. We’re backed with $425M in venture financing from top-tier VC and strategic firms, including J.P. Morgan, Capital One Ventures, Citi Ventures, ServiceNow, Splunk Ventures, Norwest Venture Partners, Adage Capital Partners, Balyasny Asset Management, Gaingels, Harmonic Growth Partners, Menlo Ventures, IVP, Unusual Ventures, GV (formerly Google Ventures), Alkeon Capital, Battery Ventures, Sorenson Capital, Thomvest Ventures and Silicon Valley Bank. Position Summary Harness is seeking an IT Support Manager for their Bangalore, India location. In this role, you will lead a team of highly-collaborative and results-oriented individuals tasked with delivering global IT services across the company. This is an in office role. Success in this role hinges on strong technical skills, outstanding customer service capabilities, and the capability to effectively manage a team. Key Responsibilities Manage and scale an IT Support Team to support company needs as a distributed global company. Provide support, administration, maintenance and optimization of key functional areas across applications and services. Audit IT systems, devices, other workspace applications and ensure security of data, network access and IT systems. Manage the full lifecycle of supplying, setting up, implementing endpoint security, and delivery of laptops to our employees in India. Responsible for the Asset Management program for End User Services / End User Service Delivery. Customer service management. Translate ‘lessons learnt’ into continual service improvement. Produce proactive reports, trending analysis, service level reporting, and SLA compliance. Be an escalation point and hold regular 1:1's with direct reports. Provide internal users with technical support and troubleshooting for hardware, software, and network issues. Manage user accounts and access, including onboarding, offboarding, and access management, ensuring compliance with company policies and procedures. Assist with onboarding and offboarding processes, including new hire orientation and equipment procurement. Resolve IT tickets, documenting incidents, service requests, and troubleshooting steps in a timely manner; providing excellent customer service and escalating issues to senior team members or other departments as needed. Provide hardware and software support for desktops, laptops, conference room equipment, and other systems in the corporate IT environment. Create and maintain user-facing documentation, training materials, and knowledge base articles to reduce support tickets and improve user self-service capabilities. Collaborate with the IT team on bi-weekly sprints, managing and assigning tasks, monitoring tasks through completion. Provide clear and concise communication for regular updates and information on system issues, root cause and resolutions with management, peers and stakeholders. Lead and manage key IT projects and initiatives, owning project planning and providing technical expertise, implementation, and testing. Follow and improve established procedures and protocol, and maintain documentation related to asset tracking, systems environments, and processes. Collaborate with other departments to provide support and guidance on upcoming initiatives as needed. Maintain a security-first mentality and comply with company IT security policies and procedures. Stay updated with the latest IT trends and technologies, and proactively contribute to process improvements and optimization. Perform other IT-related duties as assigned by the Head of IT or other team members. Participate in on-call rotation for after-hours support, as required. Manage vendor relationships and purchasing. Qualifications Minimum of 7 years of experience in enterprise IT applications, with at least 3+ years in a leadership role managing support teams. Ability to motivate and lead a team in a fast-paced environment. Strong technical skills in hardware, software, and network troubleshooting. Experience with user account management, access control, and onboarding/offboarding processes. Proficient in using IT ticketing systems and project management tools. Excellent communication and interpersonal skills, with the ability to collaborate effectively through external resources and communicate with both technical and non-technical stakeholders. Strong documentation and organizational skills. Knowledge of IT security best practices and compliance requirements is a plus, but not required. Experience with office buildouts and managing vendors. Strong experience with Okta, Jamf, Meraki, Google Workspace, and Slack. Experience with Asset Panda, Manage Engine Endpoint Central, Carbon Black, Mimecast, FreshService, and LastPass is preferred but not required. Harness In The News Harness Grabs a $150m Line of Credit Welcome Split! SF Business Times - 2024 - 100 Fastest-Growing Private Companies in the Bay Area Forbes - 2024 America's Best Startup Employers SF Business Times - 2024 Fastest Growing Private Companies Awards Fast Co - 2024 100 Best Workplaces for Innovators All qualified applicants will receive consideration for employment without regard to race, color, religion, sex or national origin. Note on Fraudulent Recruiting/Offers We have become aware that there may be fraudulent recruiting attempts being made by people posing as representatives of Harness. These scams may involve fake job postings, unsolicited emails, or messages claiming to be from our recruiters or hiring managers. Please note, we do not ask for sensitive or financial information via chat, text, or social media, and any email communications will come from the domain @harness.io. Additionally, Harness will never ask for any payment, fee to be paid, or purchases to be made by a job applicant. All applicants are encouraged to apply directly to our open jobs via our website. Interviews are generally conducted via Zoom video conference unless the candidate requests other accommodations. If you believe that you have been the target of an interview/offer scam by someone posing as a representative of Harness, please do not provide any personal or financial information and contact us immediately at security@harness.io. You can also find additional information about this type of scam and report any fraudulent employment offers via the Federal Trade Commission’s website (https://consumer.ftc.gov/articles/job-scams), or you can contact your local law enforcement agency. Show more Show less