Lead - Solution Engineer

Freshworks makes it fast and easy for businesses to delight their customers and employees. We do
this by taking a fresh approach to building and delivering software that is affordable, quick to
implement, and designed for the end user. Headquartered in San Mateo, California, Freshworks has
a global team operating from 13 global locations to serve more than 65,000 companies -- from
startups to public companies – that rely on Freshworks software-as-a-service to enable a better
customer experience (CRM, CX) and employee experience (ITSM).

Freshworks’ cloud-based software suite includes Freshdesk (omni-channel customer
support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT
service desk), Freshchat (AI-powered bots), supported by Neo, our underlying platform of shared
services.

We are looking for a passionate and technically skilled Lead - Solution Engineer to be part of our Field Sales Support team. You will be instrumental in solving complex customer problems, designing tailored solutions, and delivering impactful demonstrations of the Freshworks platform. This role suits individuals with strong pre-sales experience who thrive on customer interaction, solutioning, and collaborating with internal teams to drive business outcomes.

Pre-Sales Engagement & Customer Solutions:

• Engage with SMB, mid-market, and enterprise customers to understand their business and technical challenges.
• Conduct discovery sessions, architect solutions, and deliver tailored product demonstrations and Proofs of Concept (POCs).
• Address technical objections and ensure alignment with customer needs.

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.

• 3–7 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 Freshworks products is a strong plus.

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

At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business.