Senior Solution Engineer (CX-NA)
Freshworks
Chennai, , IndiaPosted 28 days ago
Skill Required
Generative AIWireframingEngineeringJavaScriptanalyticalUnreal EnginebuildingwrittenPythonAPIsAIMachine LearningFulltime
Key highlights
- Required experience: 4 to 7 years in Solution Engineering, Technical Pre-Sales, or relevant technical customer-facing roles within enterprise software/SaaS
- Required education: Bachelor's degree in Computer Science, Information Technology, Engineering, or equivalent practical experience
- Market exposure required: Demonstrated experience supporting SMB and Mid-Market customers with deep understanding of service, support, and CRM strategies
- Key responsibility focus: Pre-Sales Execution & Deal Support, Strategic Sales Partnership & Resource Management, AI & Continuous Innovation
- Notable requirement: Flexibility to work across different global shifts as required by regional business needs
Role overview
Freshworks builds uncomplicated service software that delivers exceptional customer and employee experiences, with over 72,000 companies trusting their CX and EX solutions. With a people-first approach to AI and over 4,500 employees worldwide, Freshworks seeks talent to help fuel customer loyalty and service efficiency. This role supports mid-market and SMB segments by acting as a strategic business partner to Sales Management, aligning technical resources with revenue goals.
Responsibilities
- Act as a strategic business partner to Sales Management, aligning technical resources directly with product revenue goals across the mid-market and SMB segments.
- Evangelize a refreshing user experience on the platform by translating complex customer pain points into tailored, high-value technical solutions.
- Leverage AI-driven workflows and best practices to streamline deal qualification, proof-of-concept (POC) delivery, and RFP responses.
- Bridge the gap between Sales, Support, and Implementation teams to ensure seamless deal handoffs, high retention, and operational alignment.
- Lead discovery calls, requirement-gathering sessions, and technical scope definitions for active deals.
- Build and deliver compelling, value-driven product demonstrations and custom Proof of Concepts (POCs).
- Manage end-to-end response processes for RFPs, RFIs, and technical compliance documentation.
- Construct wireframes and solution blueprints to solve critical SMB and mid-market business problems.
- Manage pre-sales resource allocation and operational effectiveness within the assigned region.
- Provide continuous advice and counsel to sales leadership regarding the deployment of technical assets.
- Internally qualify sales opportunities based on technical feasibility, architecture requirements, and competitive dynamics.
- Embed AI capabilities, automated workflows, and generative AI features into customer solutions and value stories.
- Stay ahead of industry trends as a lifelong learner, continuously upgrading technical and domain expertise.
Requirements
- 4 to 7 years of hands-on experience in Solution Engineering, Technical Pre-Sales, or relevant technical customer-facing roles within enterprise software/SaaS.
- Demonstrated experience supporting SMB and Mid-Market customers, with a deep understanding of service, support, and CRM strategies.
- Bachelor's degree in Computer Science, Information Technology, Engineering, or equivalent practical experience.
- Strong technical sales aptitude with a proven ability to articulate business and technical value to diverse audiences (from admins to C-suite).
- Expertise in wireframing, technical documentation, and pre-sales compliance standards.
- Practical understanding of AI/ML concepts, Generative AI tools, and how to apply them to optimize pre-sales workflows and customer solutions.
- Excellent organizational, analytical, and problem-solving skills.
- Proven track record of navigating and influencing matrixed, multi-office, and cross-functional teams.
- Outstanding verbal and written communication skills with strong interpersonal presence.
- Flexibility to work across different global shifts as required by regional business needs.
Nice to have
- Hands-on coding / scripting exposure (e.g., JavaScript, Python, REST APIs, webhooks) is a strong plus for building custom integrations and advanced POCs.
Additional details
- Organizations everywhere struggle under the crushing costs and complexities of 'solutions' that promise to simplify their lives — software is a choice that can make or break a business.
- At Freshworks, enterprise-grade solutions are powerful, yet easy to use, and quick to deliver results; their 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.
- At Freshworks, the environment 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.
- Tagline: Fresh vision. Real impact. Come build it with us.