Level 2 Customer Support Technician responsible for troubleshooting complex technical issues, managing ticket queues, and providing training and guidance to Level 1 staff.
Responsibilities
Efficiently manage and prioritize a high-volume ticket workstream primarily via case work
Actively review support queues for additional cases to resolve
Take on escalations from the Level 1 team and collaborate with internal departments
Manage and monitor the Tier 2 case queue
Work autonomously and manage your own workload effectively
Provide technical support and enablement for European customers of Rocketlane, diagnosing and resolving product and integration issues, and contributing to product feedback and knowledge base creation.
Responsibilities
Receive and triage incoming cases across email, phone, and web
Diagnose and resolve product, configuration, and integration issues
Troubleshoot API and webhook issues
Escalate critical issues to Product Support and Engineering
Deliver a consistent, responsive customer experience
Senior post-sale leadership role within the EPC Cleanroom Delivery team, providing strategic and technical thought leadership to portfolio and sector leaders.
Own the customer’s path from first conversation to real value, shaping solutions during pre‑sales, leading onboarding and implementation, and turning learnings into product input.
Compensation
The salary range for this position is $140,000 to $165,000 annually, reflecting progression within the role based on demonstrated growth and impact.
Account Executive, Enterprise (Manufacturing vertical) responsible for expanding Freshworks’ footprint within manufacturing organizations through consultative sales of ITSM and EX solutions.
Compensation
The annual base salary range for this position is $105,000 — $150,000 USD + Variable Compensation (where applicable)
Responsibilities
Develop tailored ITSM and EX strategies for manufacturing organizations
Collaborate with diverse decision-makers and C-level executives
Build, maintain, and execute a robust sales pipeline
Create and present compelling value propositions
Partner with Marketing, Solutions Engineers, and Customer Success teams
Requirements
Nice to have: prior experience selling to manufacturing organizations
Technical owner of enterprise business applications, ensuring systems are secure, reliable, integrated, and optimized to support organizational operations.
The Enterprise Applications Administrator serves as the technical owner of enterprise business applications, ensuring systems are secure, reliable, integrated, and optimized to support organizational operations.
Administer, configure, maintain, and optimize enterprise applications, including CRM, ERP, productivity, and other cloud-based business systems
Manage application security, user access, system configurations, integrations, data integrity, and system performance
Partner with business stakeholders to understand functional requirements, provide technical expertise, and configure, implement, and optimize enterprise applications
Troubleshoot complex application issues, coordinate vendor support, and resolve system incidents
Plan, test, document, and implement application upgrades, enhancements, integrations, and system changes
Requirements
Bachelor’s degree in information technology, Computer Science, Information Systems, Business Administration, or a related field
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