The ideal candidate brings deep experience with one or more leading customer support platforms such as Freshdesk, Zendesk, Salesforce Service Cloud, ServiceNow Customer Service Management (CSM), or similar enterprise service management solutions, along with… As a Manager-equivalent Individual Contributor, this role provides architectural leadership while remaining hands-on in solution design, platform configuration, integrations, automation, and complex technical problem-solving.
This role serves as the Solution Architect and strategic technical owner for the Customer Support technology ecosystem.
The architect will partner closely with Customer Support Operations, Customer Experience (CX), Product, Engineering, and IT teams to design scalable, secure…
Own the architecture and technical roadmap for Customer Support applications and related integrations.
Design scalable solutions across Freshdesk, knowledge management, chat, messaging, telephony, CRM, and enterprise applications.
Proven experience designing and implementing enterprise customer support solutions.
Hands-on experience with Freshdesk is highly preferred.
Experience with enterprise integrations, APIs, middleware, and workflow automation.
Experience implementing AI-enabled customer support capabilities is a plus.
Experience: Senior-level · 7–12 years · Job type: Full-time
More open roles like this one
Bengaluru, KA, IndiaIndia & South Asia
Canberra, AUST CAPITAL TERR, AustraliaAsia-Pacific
Sydney, NSW, AustraliaAsia-Pacific
Lead - Business Systems Services · Freshworks
Don't have an account? Already have an account?