Lead - Solution Engineer

AI Solutioning & Positioning:

• Understand and clearly explain core AI/LLM concepts (prompting, agents, model context/tooling) to both technical and business audiences without over-selling or over-simplifying.
• Position Freddy AI Copilot, Freddy AI Agent, and Agent Studio within customer discovery, tying AI capabilities to concrete outcomes (ticket deflection, resolution time, agent productivity) rather than generic AI messaging.
• Build and configure simple AI agents and automated workflows in Agent Studio (or comparable agent-builder tools) to bring AI use cases to life in demos and POCs.
• Field technical AI questions on integration, data handling, and governance, looping in specialists for deeper architecture discussions when needed.

Solution Design & Documentation:

• Participate in gathering requirements and scoping complex engagements.
• Create technical documentation including solution proposals, SoWs, and RFP/RFI responses.
• Evaluate opportunities from a technical feasibility standpoint and proactively mitigate risks.

Collaboration & Execution:

• Collaborate closely with Sales, Product, Engineering, and Implementation teams.
• Align technical strategies with sales initiatives to accelerate deal closures.
• Continuously improve pre-sales tools, processes, and enablement assets.

Customer Advocacy & Product Evangelism:

• 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

Key Skills:

• Pre-sales consulting & technical storytelling
• Solution architecture & demo delivery
• API, integrations, SaaS product understanding
• Discovery, qualification & objection handling
• RFP/RFI response and technical documentation
• Stakeholder collaboration (Sales/Product/Engineering)
• Strong communication & relationship-building
• AI/LLM concepts (prompting, RAG, agentic workflows) & positioning
• Hands-on AI agent/copilot building (Agent Studio or equivalent)

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.