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
Robust 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)

📌 Lead Solution Engineer Karaikudi
🏢 RCK Techiees
📍 Karaikudi