Solution Engineer - ITSM

Key Responsibilities

• Partner with Sales teams throughout the customer lifecycle to support new business, expansion, and renewal opportunities.
• Conduct discovery sessions to understand customer business objectives, operational challenges, technical requirements, and success criteria.
• Deliver compelling product demonstrations of SolarWinds Service Desk and Web Help Desk tailored to customer use cases and business outcomes.
• Design and support proof-of-concept (POC) and trial engagements, enabling customers to validate solution value through guided evaluation.
• Serve as a trusted advisor on IT Service Management best practices, workflows, automation, service delivery, and operational maturity.
• Develop technical strategies and solution recommendations that align with customer business goals.
• Respond to technical questions, RFPs, RFIs, security questionnaires, and competitive evaluations.
• Collaborate with Product Management, Engineering, Customer Success, and Support teams to advocate for customer requirements and improve product offerings.
• Maintain awareness of industry trends, market developments, competitive positioning, and emerging technologies within ITSM and Enterprise Service Management.
• Support enablement initiatives, internal training, partner activities, and field marketing programs as needed.
• Provide feedback to internal stakeholders on customer requirements, market opportunities, and competitive dynamics.

Required Qualifications

• Bachelor's degree in Information Technology, Computer Science, Business, or equivalent practical experience.
• 3+ years of experience in Solution Engineering, Sales Engineering, Solutions Consulting, IT Operations, IT Service Management, or a related technical customer-facing role.
• Experience with IT Service Management (ITSM), service desk operations, or enterprise software solutions.
• Strong presentation and demonstration skills with the ability to communicate effectively with both technical and business audiences.
• Excellent discovery, problem-solving, and consultative selling skills.
• Ability to translate business requirements into technical solutions and business outcomes.
• Strong written and verbal communication skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Willingness to travel as required.

Preferred Qualifications

• Experience with ITSM platforms such as SolarWinds Service Desk, ServiceNow, Jira Service Management, Freshservice, ManageEngine, BMC, Ivanti/Cherwell, or similar solutions.
• Knowledge of ITIL frameworks and service management best practices.
• ITIL certification preferred.
• Experience with SaaS platforms, cloud technologies, APIs, integrations, and workflow automation.
• Experience supporting enterprise software sales cycles and proof-of-concept engagements.
• Familiarity with identity management, asset management, enterprise workflows, and service delivery operations.

Key Competencies

Success Measures