Senior Freshdesk Developer – Job Description
Position Overview
We are seeking a Freshdesk Developer to design, configure, and enhance our customer support environment using the Freshdesk platform. The ideal candidate will have experience customizing workflows, building integrations, and supporting ITSM processes.
Responsibilities
- Configure and customize Freshdesk ticketing workflows, automations, and SLAs
- Develop custom apps using Freshworks Developer Platform (FDK)
- Build integrations using Freshdesk REST APIs
- Create custom ticket forms, fields, and business rules
- Implement automation rules and event-based workflows
- Configure email templates, portals, and knowledge base
- Create dashboards and reporting for support teams
- Troubleshoot and optimize Freshdesk environment
- Maintain technical documentation
Required Skills
- Hands-on experience with Freshdesk / Freshworks platform
- Experience with Freshdesk APIs and integrations
- Knowledge of JavaScript, HTML, CSS
- Experience with REST APIs and Webhooks
- Workflow automation experience
- Strong troubleshooting skills
Qualifications
- Bachelor's degree in Computer Science, IT, or related field
- 3 plus years of Freshdesk / Freshworks development experience
- Experience building or working with CMDB (Configuration Management Database)
- Understanding of ITSM processes and ticket lifecycle
- Experience with helpdesk or ticketing platforms
Preferred Skills
- Experience with Freshservice
- ITIL knowledge or certification
- Integration experience with ServiceNow, Jira, or SAP
- Node.js experience
