Lead – Solution Engineer

About Freshworks & Role Overview
Freshworks builds uncomplicated, enterprise-grade CX and EX software trusted by over 72,000 companies globally.

Located in Bengaluru, Karnataka, the Lead – Solution Engineer joins the SMBC Sales Support team for Freshservice. Working in a night shift supporting the North American market, this role drives pre-sales engagements, architects tailored ITSM solutions, configures AI agents via Freddy AI & Agent Studio, and delivers technical demonstrations to accelerate sales closures.

Key Responsibilities & Deliverables
Pre-Sales & Customer Solutioning: Conduct discovery sessions, architect custom solutions, and deliver targeted product demos and Proofs of Concept (POCs) for SMB/Mid-Market accounts.
AI Solutioning & Positioning: Configure AI agents/copilots in Agent Studio (or low-code builders); explain core AI/LLM concepts (prompting, RAG, agentic workflows) and tie AI capabilities to concrete business outcomes (resolution time, ticket deflection).
Technical Documentation & Feasibility: Draft technical proposals, Statements of Work (SoWs), and RFP/RFI responses while evaluating technical feasibility and mitigating deal risks.
Collaboration & Advocacy: Partner with Sales, Product, and Engineering to align technical strategy with sales targets, address technical objections, and represent Freshworks as a trusted technical advisor.

Qualifications & Skills
Experience & Background
Experience: 5 to 8 years in pre-sales engineering, technical consulting, or customer-facing solution architecture in SaaS/Cloud environments.
Domain Focus: Mandatory experience in ITSM products and previous experience supporting the North America Market.
Education: Bachelor’s degree in Computer Science, Engineering, or a related technical field (or equivalent practical experience).
Key Technical Competencies
Technical Stack: Deep understanding of SaaS architecture, APIs, integrations, and ITSM frameworks.
AI & Automation: Conceptual and hands-on understanding of AI/LLM technologies (prompting, RAG, agentic workflows) and experience with low-code agent builders (Agent Studio, Copilots, or LLM APIs).
Pre-Sales Skills: RFP/RFI responses, technical storytelling, objection handling, POC delivery, and stakeholder management.

Role Details
Location: Bengaluru, Karnataka, India
Work Shift: Night Shift Only (US/North America Market)
Employment Type: Full-time