Lead - Solution Engineer

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.

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; hands-on experience configuring or building AI agents/copilots (e.g., Agent Studio, similar low-code agent builders, or LLM APIs) is strongly preferred.

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