Lead - Solution Engineer

8+ years in Solutions Engineering, Sales Engineering, Solution Consulting, or Technical Presales, ideally within ITSM, ITOM, ITAM, or broader enterprise SaaS.

Strong AI fundamentals. You deeply understand how LLMs and agents work in production: context engineering, memory, RAG, tool use, structured outputs, and the failure modes that actually show up at scale. You've worked with agentic frameworks (LangGraph, LlamaIndex, Google ADK, or equivalent) and with both open and closed source models.

Hands-on experience deploying or configuring AI/LLM-based solutions in a customer-facing context — this can be conversational AI/copilots, RAG-based knowledge assistants, or agentic workflow automation; deep AI/ML research experience is required.

Hands on expectations around building internal agents and automations. For example, creating agents that can interact with multiple internal systems, collect and consolidate information from different sources, reason across that context, and provide actionable recommendations or trigger downstream workflows.

A track record of selling and positioning AI or automation value to both business stakeholders (ROI, productivity, risk) and technical stakeholders (architecture, security, integration). Experience building production-grade machine learning deployments on AWS, Azure, or GCP

Experience running competitive deals and building honest, differentiated positioning rather than one-size-fits-all pitches.

Comfort operating across the full deal lifecycle — from discovery and demo through proof-of-value and into implementation handoff.

Excellent executive presence and communication skills; able to flex a technical AI conversation up to a CIO/CX-leader audience or down to a hands-on admin audience in the same week.

Freshservice, Freshdesk, or comparable ITSM/CX platform experience (ServiceNow, SysAid, Zendesk, Jira Service Management) is a strong plus.

Prior experience with Freddy AI, Agent Studio, or Freshworks products specifically.

Experience with ITAM/discovery tooling (e.g., Device42) and how it feeds AI-driven automation.

Exposure to AI governance conversations (data residency, model risk, responsible AI) in regulated industries.

A builder's instinct — you'd rather stand up a working demo than a slide.

At Freshworks, we 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. We are committed to providing equal opportunity and believe that diversity in the workplace creates a more vibrant, richer environment that boosts the goals of our employees, communities, and business. Fresh vision. Real impact. Come build it with us.