Independently analyzes complex business and operational problems where solutions are not readily apparent, requiring evaluation of multiple business options, process trade-offs, and operational constraints. Translates complex global support requirements into clearly defined functional specifications and business configurations. Accountable for the end-to-end alignment of business processes to enterprise systems, including requirement scoping, mapping, testing, configuration verification, and post-implementation functional support.

Brings hands-on proficiency in the practical application and integration of AI tools, leveraging power user prompt engineering, notification wrappers, and existing vendor algorithms to introduce operational efficiencies and inject smart workflow automation into document summarization and support routing.

Applies seasoned professional judgment and broad analytical systems knowledge to enforce standard software architecture, focusing on core CRM and CMDB platforms to prioritize vanilla application configurations over heavy custom development and code modifications. Proactively identifies opportunities to improve system performance, reliability, and efficiency through targeted configuration enhancements and out-of-the-box automation, particularly within evolving and changing infrastructure. Operates with minimal supervision, following established architectural standards and policies, while determining appropriate methods and techniques to achieve desired business outcomes.

Given that QAD’s Support organization operates in a 24×7 global environment, this role requires flexibility in scheduling. The position is primarily aligned to early AMS core business hours, with regular overlap required to support APAC and EMEA teams. Occasional adjustments to work hours may be necessary to support critical incidents, releases, or time-sensitive initiatives. This flexibility is essential to ensuring continuity of service and effective support for QAD’s global customer base.

1. Adapt functional configurations and system alignments to newer software versions by executing, testing, and implementing appropriate out-of-the-box platform parameters.. 

Impact you can create

Escalations are defining moments in the enterprise lifecycle. In this high-visibility role, you won't just manage crises—you will be the strategic anchor that turns high-pressure, ambiguous technical failures into opportunities for trust-building and systemic improvement. Operating across a matrixed global organization, your learning agility and cross-functional leadership will directly protect revenue, influence product roadmaps, and safeguard the Freshworks brand. By joining us, you will:

• Turn Crisis into Customer Loyalty: Act as the ultimate single point of accountability, transforming chaotic, multi-stakeholder escalations into highly coordinated journeys toward full system stabilization.

• Bridge the Enterprise Ecosystem: Shatter operational silos by commanding cross-functional "situation rooms" that unite Support, Customer Success, Product, and Engineering under a singular mission.

• Protect Revenue & Executive Confidence: Serve as a trusted advisor to C-level executives globally, providing transparent, high-empathy communication that de-escalates tension when significant revenue is at risk.

• Fuel a Culture of Continuous Learning: Ensure that no crisis is wasted. By championing meticulous post-mortems, you will translate reactive fire-fighting into proactive product updates and operational blueprints.

R&R (Roles & Responsibilities)

• Cross-Functional Crisis Orchestration: Lead the end-to-end lifecycle of high-severity and executive-level escalations, rapidly aligning engineering, product, and customer-facing teams to establish ownership, action plans, and success criteria.

• Situation Room Leadership: Facilitate highly focused, high-stakes internal and external alignment calls, maintaining operational momentum and cross-functional accountability under intense pressure.

• Executive-Ready Communication: Synthesize highly complex technical anomalies into concise, business-impact language, delivering regular strategic briefings to senior internal and external stakeholders.

• Holistic Customer Advocacy: Represent the voice of the enterprise client internally, balancing deep operational empathy with clear, transparent, and realistic expectation setting.

• Root Cause & Prevention Architecture: Conduct post-incident reviews (PIRs) and partner closely with Product and Engineering to diagnose systemic vulnerabilities, track corrective actions, and continuously update escalation playbooks.

• Performance Insights: Monitor and report on core escalation metrics, contributing to executive dashboards that inform strategic resourcing and risk management.