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.

We are seeking an experienced and motivated Senior MEP (Mechanical, Electrical, and Plumbing) Design Engineer to join our dynamic team. The ideal candidate will have a strong background in either mechanical or electrical engineering, with a proven track record of delivering high-quality building design solutions across a variety of sectors. This role is ideal for someone who thrives in a collaborative environment, enjoys solving complex engineering challenges, and is looking to advance their career with impactful projects in France.

Key Responsibilities

• Lead and manage the design of mechanical or electrical systems for building projects, including commercial buildings, healthcare facilities, industrial buildings (factories, logistics centers, etc.).
• Develop and review design documentation, technical specifications, and construction drawings in compliance with French and international codes and standards.
• Coordinate with multidisciplinary teams (architects, structural engineers, other MEP engineers, contractors) to ensure integrated and efficient project delivery.
• Liaise with clients to understand requirements, present design solutions, and provide technical guidance throughout the project lifecycle.

• To receive all the goods strictly as per the specifications.
• Ensure that the goods are received with all the necessary documents.
• Adhere to the policies & Standard operating procedures of the company.
• Ensure to update the Receiving Team Leader with all the necessary information about the goods received.
• Ensure HACCP procedures are followed and clear records are kept at all times.
• To coordinate all the functions of the team within the department.
• Any matter which may effect the interests of the hotel should be brought to the attention of the Management.

Associate Support Specialist, Chennai

The Associate Support Specialist will serve as the first point of contact for IT support within the organization. This role involves providing Level 1 technical assistance to end-users, resolving incidents, and fulfilling service requests in alignment with agreed Service Level Agreements (SLAs). The ideal candidate should possess strong troubleshooting skills, customer service orientation, and the ability to work in a fast-paced environment.

Responsibilities

• Act as the initial point of contact for IT-related issues via phone, email, chat, or ticketing system.
• Diagnose and resolve Level 1 technical issues related to hardware, software, operating systems (Windows, MacOS), and mobile platforms (iOS, Android).
• Handle password resets, account unlocks, and basic user account administration.
• Install, configure, and manage software on end-user systems.
• Provide support for VPN, remote access, and basic network connectivity issues.
• Document all incidents and service requests accurately in the ITSM tool (ServiceNow).
• Escalate unresolved issues to Level 2/3 support teams following defined escalation procedures.
• Maintain high standards of customer communication and ensure timely updates on ticket status.
• Contribute to knowledge base articles and FAQs for common issues.
• Ensure compliance with ITIL practices and organizational policies.
• Respond promptly to requests for assistance and confirm completion.
• Follow standard operating procedures, adhere to company policies, and respect ground rules.