Lead - Customer Support

Job description

Device42 is looking for a highly experienced Lead - Customer Support to join our Product Support team as a senior technical escalation resource for our growing customer base. The Lead - Customer Support will work with customers, handling complex, high-impact issues that require deep networking, systems, and infrastructure expertise. You will independently own and resolve the most difficult technical problems, mentor junior support engineers, and partner closely with Engineering and Product on defect resolution and long-term fixes. A positive attitude, strong customer service instincts, and expert-level troubleshooting skills are required. You will be looked to as the technical authority on our product and on the customer environments it supports — networks, virtualisation, and cloud infrastructure alike. Job Requirements Bachelor's degree in an IT-related field or equivalent work experience 7–12 years of direct customer support, network engineering, or systems administration experience, with significant time spent in a senior/escalation-tier (L3) capacity Deep, hands-on knowledge of datacenter operations, including physical and virtual infrastructure Expert-level networking knowledge is required — this is a core, non-negotiable requirement for the role Strong working knowledge of SNMP, VMware, and Virtual Desktop Infrastructure (VDI) Working knowledge of AWS cloud services and how cloud infrastructure is discovered and represented in a CMDB Main Responsibilities Take ownership of the customer issues escalated from L1/L2, seeing problems through to full resolution Research, diagnose, troubleshoot, and identify solutions for system and network issues Perform in-depth analysis of customer network architecture (routing, VLANs, firewalls, ACLs, NAT) to isolate root causes of discovery and connectivity failures Follow standard procedures for escalating unresolved issues to the appropriate internal teams, while acting as the escalation point for those below you Respond to partner and customer inquiries through email and telephone, including complex technical discussions with customer network/infrastructure teams Oversee and follow up on open customer issues, ensuring timely and complete resolution. Develop customer relationships through professional, dependable, and accurate interactions Reply to customer mission-critical issues outside business hours as needed. Ability to independently read, interpret, and troubleshoot against customer network diagrams and architecture documentation Experience diagnosing issues at the packet level (e.g., packet captures/traceroutes) to isolate connectivity and discovery failures Comfortable acting as the technical authority in customer-facing network architecture discussions Inform the development team of client functionality requests or software change requests, backed by technical root-cause context. Participate in an on-call support rotation, which could include weekends and holidays Author troubleshooting guides and knowledge base content, and mentor L1/L2 engineers on networking, SNMP, virtualisation, and cloud fundamentals Willing to work in rotational shifts, including the US time zone. Proven ability to diagnose complex, multi-layered technical issues spanning network, systems, and application layers Strong analytical and root-cause analysis skills Experience with ticketing systems and SLA-driven, escalation-tier support environments Technical Skills: Expert-level, hands-on knowledge of TCP/IP networking, subnetting, routing protocols (OSPF, BGP), VLANs, and switching/routing architecture Deep, demonstrated experience troubleshooting complex network architectures across LAN/WAN, data center, multi-site, and hybrid cloud environments Strong command of firewall rules, ACLs, NAT, and segmentation, and how they impact device discovery and connectivity Lead network engineering and systems administration troubleshooting for customer environments, including SNMP polling, discovery configuration, and credential/access issues Support customer VMware and VDI environment discovery, including hosts, clusters, VMs, and datastores Support discovery and inventory of AWS cloud resources (EC2, VPC, networking constructs) within customer environments SNMP - Expert working knowledge of SNMP v1/v2c/v3 protocols, MIBs, and OID structures Advanced ability to troubleshoot SNMP community strings, authentication/encryption (SNMPv3), credential issues, and polling failures at scale Experience with Windows and Linux server configuration, including remote access protocols (WMI, SSH, WinRM) Hands-on experience with VMware vSphere/vCenter environments, including hosts, clusters, VMs, and datastores Familiarity with Virtual Desktop Infrastructure (VDI) platforms (e.g., Citrix, VMware Horizon) and how they integrate with discovery/CMDB tools Working knowledge of core AWS services relevant to infrastructure discovery: EC2, VPC, Subnets, Security Groups, IAM, and Route 53 Understanding of how cloud-native networking constructs (VPC peering, NAT gateways, load balancers) affect discovery and asset mapping Familiarity with AWS CLI/console for troubleshooting connectivity and permission issues impacting discovery jobs Experience with Device42 or similar CMDB/ITAM discovery tools (e.g., ServiceNow Discovery, Freshservice, BMC Helix Discovery) strongly preferred 7–12 years of direct customer support, network engineering, or systems administration experience, with significant time spent in a senior/escalation-tier (L3) capacity Excellent verbal and written communication skills, with the ability to explain complex technical concepts to varied audiences Strong customer-first mindset with a focus on timely resolution and clear communication Ability to work independently while collaborating cross-functionally with Engineering, Product, and Customer Success teams Comfortable managing multiple priorities and mentoring junior engineers in a fast-paced support environment At Freshworks, we have fostered an environment that enables everyone to find their true potential, purpose, and passion, welcoming colleagues of all backgrounds, genders, sexual orientations, religions, and ethnicities. We are committed to providing equal opportunity and believe that diversity in the workplace creates a more vibrant, richer environment that boosts the goals of our employees, communities, and business. Fresh vision. Real impact. Come build it with us. Organizations everywhere struggle under the crushing costs and complexities of “solutions” that promise to simplify their lives. To create a 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. Freshworks Inc. builds uncomplicated service software that delivers exceptional employee and customer experiences. Our people-first approach to AI eliminates friction, helping businesses reduce complexity, lower cost-to-serve, and deliver faster, more human support through enterprise-grade yet easy-to-use CX and IT solutions. Nearly 75,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks to power their Employee Experience (EX) and Customer Experience (CX) operations. Fresh vision. Real impact. Come build it with us.