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.

About the role
 

As a People Tech Technician L2, you will be a key member of our newly transformed People Technology team, focusing on functional troubleshooting, configuration enhancement, and workflow optimization across our global platforms. This role sits within our People Tech Scale squad, where our mission is to shift from reactive support to a disciplined engineering culture.

This role is not just about maintenance; it’s about technical partnership. You will be a self-directed, established team member who delivers reliably across both tickets and optimization projects from a regional to global scope. You will own medium-sized initiatives aimed at systematically eliminating manual workarounds, tracking core goals beyond daily ticket queues to stabilize our system-of-record connective tissue across Workday, SmartRecruiters, Absorb, and Visier.
 

Why you should join us

• Impact at Scale: You’ll contribute to a mission-driven organization, building a high-quality platform that the wider business trusts completely and that gives Wise a real advantage in how it supports its people.

• Modern Automation Culture: Work with an advanced toolkit with the autonomy to streamline employee journeys, maintain robust platform health, and actively reduce technical debt.

• Engineering Culture: We apply engineering principles to People Tech. You’ll be part of a team that values rigorous peer design validation, peer documentation reviews, and scalable system logic.

• Growth & Ownership: We follow a clear technician leveling framework, providing you with a transparent path for career progression, continuous learning budgets, and long-term project ownership without becoming a blocker.

What You’ll Do (Responsibilities)

• Complex Issue Resolution: Handle advanced support tickets in our queue, acting as an established technical resource for troubleshooting complex, niche, or undocumented application bugs and implementing long-term functional fixes.

• Projects & Workflow Optimization: Initiate and deliver on platform improvement projects globally, focusing on streamlining applicant workflows, optimizing learning management paths, and reducing manual intervention.

• Integration & Pipeline Support: Assist in monitoring technical data pipelines, checking integration sync health between tools, and identifying root causes in data flow exceptions.

• Queue Health & Unplanned Work: Monitor incoming requests and identify tasks requiring a "big lift" (more than 4 hours), seamlessly transitioning them to the Jira Software board to protect team capacity.

• Documentation & Knowledge Sharing: Help maintain runbooks and regularly update internal wikis, ensuring absolute accuracy of technical setup parameters and creating articles for system configurations.

• Mentorship & Training: Play an active role in training, onboarding, and mentoring L1 technicians, conducting sessions on complex system issues to reduce single points of failure.