About Exsead Group

We are an Australian-owned and operated technology consulting and solutions provider dedicated to helping organisations unlock greater value from their technology investments. We help organisations empower employees, elevate customer experiences, and optimise business performance through innovative technology, automation, and digital transformation solutions.

About this Position The Senior Solutions Engineer is responsible for technical leadership in customer engagements; in implementing IT solutions using Freshworks, Microsoft, other partner products and related technology systems, in providing Managed Service support, and in supporting pre-sales function. The Senior Solutions Engineer is end-to-end solutions-focused, from requirements gathering through to implementation and customer value-realisation following implementation.

Key Responsibilities

- Act as internal Subject Matter Expert (SME) for partner products, obtaining and maintaining deep technical knowledge.
- Act as the technical lead for implementation projects and customer engagements.
- Work closely with customers to identify their business needs, pain points, and goals.
- Translate business requirements into quality, tailored technical solutions that include process, software and hardware considerations in their design.
- Facilitate workshops, working sessions, and solution walkthroughs with stakeholders.
- Conduct demonstrations and training sessions to educate customers on product features and functions.
- Provide guidance on IT Service Management (ITSM) and Enterprise Service Management (ESM) platforms and processes.
- Provide guidance on CX (eg. CRM,



Customer Support Software, Contact Centre Solutions and other technologies) platforms and processes.
- Set-up, configure and customise product platforms to align with customer requirements and industry best practices.
- Implement IT solutions using partner products and related technology systems, including integrations to enterprise systems.
- Maintain up-to-date solution documentation, configuration details, implementation and handover guides.
- Manage end-to-end delivery of projects following Exsead project methodology, ensuring outcomes are met on time, within scope, and within budget.

Essential Requirements

- 5+ years’ experience as a technical engineer for IT system/software projects - working with SAAS products, ITSM / ESM, and/or CRM solutions would be advantageous.
- Demonstrated hands-on experience delivering Freshworks, Microsoft, other partner products and/or related technology systems implementation projects.
- Strong understanding of IT Service Management (ITSM), Enterprise Service Management (ESM) and related business processes.
- In-depth knowledge of software and hardware systems.
- Strong stakeholder management and communication skills, working across technical teams, business teams, customers and vendors/partners.
- Ability to communicate complex technical ideas in a clear and practical way.

Desirable Requirements

- Freshworks Certification(s), or other ITSM, ESM or CRM product related Certification(s).
- ITIL v4 (or v5) Foundation or Managing Skilled.
- Microsoft 365 Certification(s).

If this sounds like you, please click 'Easy Apply’ now.

📌 Senior Solutions Engineer (India)
🏢 Exsead Group
📍 India