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.

At Freshworks, we build uncomplicated service software that delivers exceptional customer and employee experiences. Our enterprise-grade solutions are powerful, yet easy to use, and quick to deliver results. Our people-first approach to AI eliminates friction, making employees more effective and organizations more productive. Over 72,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks' customer experience (CX) and employee experience (EX) software to fuel customer loyalty and service efficiency. And, over 4,500 Freshworks employees make this possible, all around the world.

Fresh vision. Real impact. Come build it with us.

Job Description

As a Senior NOC Engineer, you will play a vital role in ensuring the health, stability, and uptime of our production systems. This is a hands-on, operational role requiring a deep understanding of system administration, networking, and incident response. You'll act as the first line of defense during outages and performance issues, with responsibility for real-time monitoring, troubleshooting, and driving incident resolution in a 24/7 environment. If you enjoy working with infrastructure at scale and thrive in fast-paced environments, this is the role for you.

Roles & Responsibilities

• Monitor production systems and applications to ensure consistent uptime, performance, and availability
• Respond to and manage incidents, alerts, and outages in real time, coordinating appropriate responses
• Conduct root cause analysis (RCA) and implement corrective and preventive actions
• Troubleshoot system, application, and network issues escalated by monitoring systems or support teams
• Participate in 24/7 shift rotations, including weekends and holidays, to ensure continuous support
• Collaborate with engineering and product teams to improve observability and monitoring frameworks
• Develop and update SOPs, runbooks, and internal knowledge bases to ensure process consistency
• Maintain compliance with internal security, audit, and operational standards
• Recommend and implement automation and monitoring improvements to increase efficiency and reduce incident frequency

Engage in post-incident reviews and help drive blameless postmortems and process improvement initiatives

Qualifications

• 3+ years of hands-on experience in Linux/Unix systems administration and network troubleshooting
• Solid grasp of internet and network protocols: DNS, DHCP, TCP/IP, NTP, SMTP, VPNs, HTTPS, TLS, IPSec
• Experience monitoring and managing applications like Apache, Tomcat, MySQL
• Proficient in scripting using Shell, Python, or Ruby for automation
• Experience with monitoring/logging tools such as Nagios, Datadog, New Relic, ELK, Splunk, or Sumo Logic
• Familiarity with incident management platforms like PagerDuty, JIRA, or ServiceNow
• Basic knowledge of web technologies including HTML, CSS, JavaScript, and backend fundamentals
• Experience with public cloud platforms (preferably AWS)
• Hands-on experience with Docker and Kubernetes
• Working knowledge of CI/CD pipelines and tools like Jenkins
• Familiarity with Infrastructure-as-Code using Terraform
• Excellent communication skills and ability to work with cross-functional teams including DevOps, SRE, and Security

Skills Inventory

• Production Monitoring: Real-time infrastructure and application monitoring for uptime and performance
• Incident Response: Timely identification, escalation, and resolution of production issues
• Root Cause Analysis: Investigation and documentation of service-impacting events
• Linux/Unix Administration: Deep expertise in managing server environments
• Networking Fundamentals: Strong understanding of protocols like DNS, DHCP, TCP/IP, VPN
• Scripting & Automation: Writing scripts in Shell/Python/Ruby to automate tasks
• Monitoring & Logging Tools: Hands-on use of tools like Datadog, ELK, Nagios, Splunk
• Cloud Infrastructure: Working with AWS or equivalent public cloud platforms
• Containers & Orchestration: Knowledge of Docker and Kubernetes
• CI/CD & DevOps: Familiarity with Jenkins and deployment pipelines
• Infrastructure as Code: Basic experience using Terraform
• Collaboration: Strong coordination with SRE, Security, and Engineering teams
• Compliance & Documentation: Creating SOPs, playbooks, and ensuring adherence to policies

Additional Information

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.