Lead Solution Engineer

Lead Solution Engineer - ITSM Tool Implementation (Freshworks)

**About the Job**

We are looking for a highly skilled and client-focused Lead Solution Engineer to join our ITSM practice. In this role, you will lead the design, configuration, and implementation of Freshworks ITSM solutions, working closely with clients to deliver scalable, high-impact outcomes.

Key Responsibilities

• Lead end-to-end solution design, configuration, and implementation of Freshworks ITSM platforms (Freshservice & Freshdesk)
• Engage with clients to gather business requirements and translate them into robust, scalable ITSM solutions
• Provide technical leadership to the solution engineering team, ensuring adherence to best practices and delivery excellence
• Drive seamless integrations of ITSM solutions with CRM, ERP, and cloud platforms
• Conduct client workshops, product demonstrations, and training sessions to drive adoption and value realization
• Own solution documentation, including design, configuration, and deployment artefacts
• Collaborate with project managers and architects to align solutions with overall delivery strategy
• Mentor and coach junior engineers while fostering a culture of continuous improvement.

Required Qualifications

• Bachelor’s or Master’s degree in Computer Science, Engineering, or a related field
• 4-6 years of experience in ITSM solution engineering, including at least 3 years in a technical/leadership role
• Strong hands-on expertise in Freshworks ITSM (Freshservice and/or Freshdesk), or solid experience with ServiceNow, Jira Service Management, or BMC Remedy
• Solid understanding of ITIL processes and frameworks
• Proven experience with API integrations, middleware, and enterprise connectors
• Excellent communication, stakeholder management, and leadership skills
• Willingness to travel on short-term assignments within India and internationally

Preferred Qualifications

• ITIL Foundation or higher certification / Freshworks product certifications
• Experience working with cloud platforms (AWS, Azure, or GCP)
• Comfort working across global time zones (US/European hours)