Senior Implementation Engineer

Job Description: 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