Lead - Solution Engineer
Freshworks
Chennai, , IndiaPosted 1 month ago
Skill Required
related fieldEngineeringdesigningbuildingwrittendesignCloudDesign PatternsAPIsRAGGenerative AIAIFulltime
Key highlights
- 5–8 years of experience in pre-sales/solution engineering, technical consulting, or a similar customer-facing technical role
- Night Shift role only; prior North America Market experience is a must
- Familiarity with ITSM products and market is a must
- Hands-on AI agent/copilot building experience (e.g., Agent Studio or equivalent) is strongly preferred
- Diversity and equal opportunity commitment: Freshworks welcomes colleagues of all backgrounds, genders, sexual orientations, religions, and ethnicities
Role overview
Freshworks is hiring a passionate and technically skilled Solution Engineer to be part of their SMBC Sales Support team for Freshservice. The role involves solving complex customer problems, designing tailored solutions including AI-driven use cases built on Freddy AI and Agent Studio, and delivering impactful demonstrations of the Freshworks platform. It suits individuals with strong pre-sales experience who thrive on customer interaction, solutioning, and collaborating with internal teams to drive business outcomes, and who are genuinely curious about applying AI to real customer problems.
Responsibilities
- Engage with SMB and mid-market customers to understand their business and technical challenges
- Conduct discovery sessions, architect solutions, and deliver tailored product demonstrations and Proofs of Concept (POCs)
- Address technical objections and ensure alignment with customer needs
- Understand and clearly explain core AI/LLM concepts (prompting, agents, model context/tooling) to both technical and business audiences without over-selling or over-simplifying
- Position Freddy AI Copilot, Freddy AI Agent, and Agent Studio within customer discovery, tying AI capabilities to concrete outcomes (ticket deflection, resolution time, agent productivity) rather than generic AI messaging
- Build and configure simple AI agents and automated workflows in Agent Studio (or comparable agent-builder tools) to bring AI use cases to life in demos and POCs
- Field technical AI questions on integration, data handling, and governance, looping in specialists for deeper architecture discussions when needed
- Participate in gathering requirements and scoping complex engagements
- Create technical documentation including solution proposals, SoWs, and RFP/RFI responses
- Evaluate opportunities from a technical feasibility standpoint and proactively mitigate risks
- Collaborate closely with Sales, Product, Engineering, and Implementation teams
- Align technical strategies with sales initiatives to accelerate deal closures
- Continuously improve pre-sales tools, processes, and enablement assets
- Articulate the value and capabilities of the Freshworks platform to both technical and business audiences
- Represent Freshworks at customer meetings, events, and forums as a trusted technical advisor
- Keep abreast of product developments and industry trends to provide relevant, up-to-date guidance
Requirements
- 5–8 years of experience in pre-sales/solution engineering, technical consulting, or a similar customer-facing technical role
- Strong background in SaaS, cloud technologies, APIs, and enterprise software environments
- Proven experience designing and delivering technical demonstrations and POCs
- Ability to work with mid-market and enterprise customers, understand their pain points, and craft effective solutions
- Excellent communication and presentation skills, both written and verbal
- Bachelor's degree in Computer Science, Engineering, or related field (or equivalent experience)
- Familiarity with ITSM products and market is a must
- Solid conceptual understanding of AI/LLM technology — prompting, RAG, agentic workflows, and how AI features are typically integrated into SaaS products
- Ability to credibly position and sell AI value to both business and technical stakeholders, including addressing common AI concerns (accuracy, data privacy, change management)
- This is a Night Shift role only
- Prior North America Market experience is a must
Nice to have
- Hands-on experience configuring or building AI agents/copilots (e.g., Agent Studio, similar low-code agent builders, or LLM APIs)
Additional details
- Organizations everywhere struggle under the crushing costs and complexities of "solutions" that promise to simplify their lives — to create a better experience for their customers and employees, and to help them grow
- Software is a choice that can make or break a business, creating better or worse experiences and propelling or throttling growth; business software has become a blocker instead of ways to get work done
- Freshworks builds uncomplicated service software that delivers exceptional customer and employee experiences; their enterprise-grade solutions are powerful, yet easy to use, and quick to deliver results
- Freshworks' people-first approach to AI eliminates friction, making employees more effective and organizations more productive
- Over 72,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks' customer experience (CX) and employee experience (EX) software to fuel customer loyalty and service efficiency
- Over 4,500 Freshworks employees make this possible, all around the world
- Fresh vision. Real impact. Come build it with us
- Key Skills: Pre-sales consulting & technical storytelling; Solution architecture & demo delivery; API, integrations, SaaS product understanding; Discovery, qualification & objection handling; RFP/RFI response and technical documentation; Stakeholder collaboration (Sales/Product/Engineering); Strong communication & relationship-building; AI/LLM concepts (prompting, RAG, agentic workflows) & positioning; Hands-on AI agent/copilot building (Agent Studio or equivalent)
- At Freshworks, they have fostered an environment that enables everyone to find their true potential, purpose, and passion, welcoming colleagues of all backgrounds, genders, sexual orientations, religions, and ethnicities
- Freshworks is committed to providing equal opportunity and believes that diversity in the workplace creates a more vibrant, richer environment that boosts the goals of their employees, communities, and business