Senior Implementation Engineer

: Senior Implementation Engineer

Role Overview

The Senior Implementation Engineer is responsible for supporting the configuration,

implementation, and integration of customer solutions based on technical requirements. This

role involves working closely with internal teams and clients to deliver efficient, scalable

implementations, primarily leveraging API-based configurations and out-of-the-box (OOTB)

capabilities within the Freshworks suite of products

Key Responsibilities

Review and understand technical and functional documentation to configure solutions

as per defined requirements

Implement and maintain API-based configurations and integrations

Utilize Freshworks suite of products for OOTB development and customization

Use tools such as Postman and other API testing tools for validation and

troubleshooting

Assist in configuring automation, workflows, and ticket routing logic

Leverage AI tools to improve configuration efficiency, testing, and documentation

Communicate effectively with clients, demonstrating empathy and a clear

understanding of their issues

Support issue resolution, testing, and post-implementation validation

Collaborate with senior engineers and cross-functional teams to ensure successful

delivery

Maintain clear documentation of configurations and changes

Required Skills & Qualifications

Basic understanding of REST APIs, HTTP methods, and JSON

Hands-on experience with Postman or similar API tools

Familiarity with the Freshworks suite (Freshdesk, Freshservice, etc.)

Ability to configure systems based on technical documentation

Strong communication skills with a customer-focused mindset

Analytical and problem-solving abilities

Willingness to learn and adapt to new technologies and tools

Preferred Skills

• Exposure to automation, workflows, and ticketing system