Lead Solution Engineer

RCK Techiees Pvt. Ltd.; Sivagangai; On-site; INR 2,400,000 - 3,600,000; Full time

Job summary

RCK Techiees Pvt. Ltd. seeks a Lead Solution Engineer to design, configure, and implement Freshworks ITSM solutions (Freshservice and Freshdesk) for enterprise clients. You will translate business needs into scalable ITSM architectures and mentor a growing team of engineers.

The role requires strong API integration skills, ITIL knowledge, and the ability to work across time zones. Travel within India and internationally on short assignments is expected.

Qualifications

• 4–6 years of ITSM solution engineering experience, with at least 3 years in a technical/leadership role.
• Hands-on expertise in Freshworks ITSM (Freshservice/Freshdesk) or ServiceNow/Jira Service Management/BMC Remedy.
• Strong ITIL knowledge and experience with API integrations and enterprise connectors.
• Excellent communication, stakeholder management, and leadership abilities.

Responsibilities

• Lead end-to-end solution design, configuration, and implementation of Freshworks ITSM platforms (Freshservice & Freshdesk).
• Translate client requirements into robust, scalable ITSM solutions.
• Provide technical leadership to the solution engineering team and ensure delivery excellence.

Skills

Solution design

Leadership

Client engagement

Stakeholder management

Education

Bachelors or Masters in CS/Engineering

Tools

Freshworks ITSM

ServiceNow

Jira Service Management

BMC Remedy

Job description

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)