Lead - Solution Engineer
Freshworks9 days ago
Chennai, IndiaSenior / Staff+
H1B Sponsor
Responsibilities
- Engage SMB and mid-market customers to understand business and technical challenges.
- Conduct discovery sessions, architect tailored solutions, and deliver product demonstrations and proofs of concept.
- Explain AI and LLM concepts, including prompting, agents, model context, and tooling, to technical and business audiences.
- Position Freddy AI Copilot, Freddy AI Agent, and Agent Studio against concrete customer outcomes.
- Build and configure simple AI agents and automated workflows for demonstrations and POCs.
- Address technical questions about AI integrations, data handling, and governance, involving specialists when needed.
- Gather requirements, scope complex engagements, and create solution proposals, statements of work, and RFP/RFI responses.
- Evaluate technical feasibility, mitigate risks, and collaborate with Sales, Product, Engineering, and Implementation teams.
- Represent Freshworks as a trusted technical advisor and improve pre-sales tools, processes, and enablement assets.
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 proofs of concept.
- Ability to work with mid-market and enterprise customers and craft solutions for their pain points.
- Bachelor’s degree in Computer Science, Engineering, or a related field, or equivalent experience.
- Familiarity with ITSM products and the ITSM market.
- Conceptual understanding of AI/LLM technology, including prompting, RAG, agentic workflows, and AI integration into SaaS products.
- Hands-on experience configuring or building AI agents or copilots is strongly preferred.
- Ability to position AI value and address concerns about accuracy, data privacy, and change management.
- Strong written, verbal, communication, presentation, and relationship-building skills.
- Prior North America market experience is required.
- Availability for a night-shift role is required.
Benefits
- Night-shift work arrangement.
- Equal-opportunity workplace committed to diversity and inclusion.
Categories
Solutions Engineering
About Freshworks
Freshworks Inc. (NASDAQ: FRSH) is the AI-powered, unified service operations platform that is fast to deploy, intuitive to use, and enables every employee to be more productive. We give agile enterprises the depth they need to operate at scale, without the operational drag of legacy platforms. Domain-specific AI built for IT, HR, finance and every business team on a decade of real service context. Trusted by Seagate, New Balance, Nucor Corp, Sony Music Entertainment, McLaren Racing, and agile enterprises everywhere.