Lead - Solution Engineer
Freshworks2 months ago
Chennai, IndiaSenior / Staff+
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 builds cloud-based customer and employee service software for IT, support, and business teams, including Freshdesk, Freshservice, and AI assistants (Freddy). It sells via subscription to organizations from SMBs to enterprises; notable customers include Sony Music Entertainment, New Balance, and Seagate. Founded in 2010 and headquartered in San Mateo, California, Freshworks is publicly traded on Nasdaq under the ticker FRSH.