At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion or ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and business.
Freshworks makes it fast and easy for businesses to delight their customers and employees. More than 75,000 companies use Freshworks SaaS to enable a better customer experience (CX, CRM) and employee experience (ITSM, HRSM). Headquartered in San Mateo, California, Freshworks has a dedicated global team operating from 13 locations to serve our customers throughout the world.
Freshworks has received numerous accolades ranking #16 on the prestigious Forbes Cloud 100 and #22 on the Battery Ventures/Glassdoor Best Places to Work lists. IT at Freshworks is creating a Global OneIT culture - where we want people, who want to work with users across the globe and make them successful.
Job Description
Key Responsibilities
Platform Ownership & Security
- Own the end-to-end administration, health, and optimization of the Google Workspace enterprise environment.
- Create, configure, and maintain advanced security and compliance policies, including Data Loss Prevention (DLP) and complex content compliance rules.
- Manage enterprise endpoint security, including Mobile Device Management (MDM) and Mobile Application Management (MAM) for company-owned and BYOD devices.
- Oversee Chrome Enterprise capabilities, including Chrome Browser Cloud Management, extension deployment, and browser profile security.
- Manage enterprise email security protocols (SPF, DKIM, DMARC, and MX records) to ensure deliverability and prevent spoofing.
Escalation & Leadership
- Act as the final L3 technical escalation point for high-priority or complex collaboration tool issues.
- Guide, mentor, and support L1/L2 IT Helpdesk teams to foster a culture of continuous learning.
- Maintain comprehensive, up-to-date SOPs, runbooks, and knowledge base articles.
Automation, AI & Ecosystem
- Identify operational bottlenecks and drive process improvements by writing and deploying Google Apps Script to automate manual tasks.
- Leverage AI tools (Google AI Studio, Vertex AI) and create custom Google Gems to enhance IT operations and user productivity.
- Administer and maintain our secondary collaboration platforms: Slack and Zoom.
- Manage Google Cloud Platform (GCP) elements related to the workspace, specifically configuring Service Accounts and utilizing BigQuery for log analysis.
Required Skills & Experience
- Experience: 6–10 years in IT Operations, with a minimum of 5 years dedicated, hands-on Google Workspace enterprise administration.
- Certification (Good to-Have): Active Google Workspace Administrator Certification.
- Automation (Must-Have): Proven hands-on experience using Google Apps Script to automate workflows, streamline user lifecycles, and perform administrative cleanups.
- Security & Endpoints: Experience managing DLP rules, MAM/MDM device policies, and Chrome Browser Cloud Management.
- Troubleshooting: Proven track record of handling L3 escalations, monitoring system logs, and leading incident management in a fast-paced enterprise environment.
- Identity & Cloud: Strong grasp of SSO/SAML integrations, access controls, and basic Azure concepts (Azure AD / Entra ID).
- GCP Fundamentals: Practical experience creating Service Accounts in GCP and querying/analyzing logs (BigQuery preferred).
- SaaS Administration: Hands-on experience administering Slack and Zoom at an enterprise level.
- Communication: Excellent documentation skills and the ability to clearly explain complex technical concepts to non-technical stakeholders.
Qualifications
- Proficiency in Python, Go lang or using GAM (Google Workspace Manager) / GAMADV-XTD3 for advanced bulk operations.
- Previous experience executing tenant migrations or domain consolidations during Mergers & Acquisitions.
- Hands-on experience building out specific workflows or agents using modern AI integration tools.
Key Competencies
- Extreme Ownership: You take accountability for the platform's uptime, security, and efficiency.
- Servant Leadership: You enjoy elevating the skills of the L1/L2 teams around you.
- Problem-Solving Mindset: You rely on logs and data to find root causes and permanently automate the solution.
- Cross-Functional Collaboration: Ability to work seamlessly with HR, Security, and Engineering teams.
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.