Solution Engineer - ITSM

 

ITSM serves as a trusted technical advisor and partner to the sales organization, helping prospective and existing customers evaluate and adopt SolarWinds IT Service Management solutions, including SolarWinds Service Desk (SWSD) and Web Help Desk (WHD). This role combines technical expertise, business acumen, and strong communication skills to demonstrate how SolarWinds solutions address customer challenges and deliver measurable business value.

The Solution Engineer partners closely with Account Executives, Customer Success, Product Management, and other cross-functional teams to drive revenue growth, support customer success, and provide market feedback. Success in this role requires a consultative approach, the ability to understand customer business objectives, and the technical skills to architect and demonstrate effective solutions.

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

• Customer Focus
• Technical Discovery
• Consultative Selling
• Technical Storytelling
• Demonstration Excellence
• Business Acumen
• Problem Solving
• Collaboration
• Communication
• Adaptability
• Strategic Thinking
• Relationship Building

Success Measures

Success in this role will be measured through contribution to sales outcomes, customer satisfaction, technical excellence, cross-functional collaboration, and the ability to drive successful customer evaluations and business value realization.