Job Description

Job Title:  Senior Implementation Engineer  

Location:  Perungudi,  Chennai (Office-based role) ,


Job Type:  Full-time 

Job summary:  


Job Description:


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  


  • Clear understanding of REST APIs, HTTP methods, and JSON 
  • Hands-on experience with Postman or similar API tools 
  • knowledge of  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  


  • Strong knowledge about automation, workflows, and ticketing systems 
  • Strong understanding of AI-assisted tools or platforms 
  • Experience working in SaaS-based environments 
  • Knowledge of integrations between third-party systems 


Key Attributes  


  • Detail-oriented and methodical approach to implementation 
  • Proactive learner with a strong sense of ownership 
  • Ability to balance technical tasks with client communication 


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