Opportunity at
FreshworksLead - Solution Engineer
This on-site Lead Solution Engineer position is based in Bengaluru and sits in Freshworks' SMBC Sales Support group, which handles Freshservice. The engineer builds custom solutions…
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About This Role
This on-site Lead Solution Engineer position is based in Bengaluru and sits in Freshworks' SMBC Sales Support group, which handles Freshservice. The engineer builds custom solutions for customer challenges, including AI-driven scenarios powered by Freddy AI with Agent Studio, and gives polished product demonstrations. Strong pre-sales ability and a liking for customer dialogue are central, as is a sincere interest in applying AI to practical problems. The work runs on…
Job Description
This on-site Lead Solution Engineer position is based in Bengaluru and sits in Freshworks' SMBC Sales Support group, which handles Freshservice. The engineer builds custom solutions for customer challenges, including AI-driven scenarios powered by Freddy AI with Agent Studio, and gives polished product demonstrations. Strong pre-sales ability and a liking for customer dialogue are central, as is a sincere interest in applying AI to practical problems. The work runs on a night shift only.
Engagement starts with SMB and mid-market prospects, to grasp their operations and tech needs. From there the engineer conducts discovery, shapes architecture, and runs demos and proofs of concept, clearing technical objections as they arise. The engineer also explains AI and LLM concepts, including prompting, agents and model context, to technical and business listeners without oversimplifying. Freddy AI Copilot and Freddy AI Agent, together with Agent Studio, are framed around ticket deflection, resolution speed and agent productivity, and the engineer assembles simple agents and workflows in Agent Studio or similar tools. Writing proposals, SoWs and RFP or RFI answers is part of the role, and collaboration across Sales, Product, Engineering and Implementation groups helps move deals forward.
Five to eight years of pre-sales, solution engineering or technical consulting, plus a strong grounding in SaaS, cloud, APIs and enterprise software, is needed. A bachelor's in computing, engineering or a related area, or equivalent experience, is expected, and familiarity with the ITSM market is essential. Working knowledge of RAG, agentic workflows and AI in SaaS is valuable, and experience in the North America market beforehand is required. The listing does not show salary details.
Responsibilities
- Engage SMB and mid-market customers to learn about operational and technical challenges
- Lead discovery sessions, design architectures and deliver tailored demos and POCs
- Handle technical objections and keep solutions aligned with customer needs
- Explain AI and LLM concepts to technical and business audiences
- Position Freddy AI Copilot and Freddy AI Agent alongside Agent Studio around measurable outcomes
- Assemble basic AI agents and automated flows inside Agent Studio or similar tools
- Answer technical AI questions about integrations, data handling and governance, involving specialists when required
- Draft proposals, statements of work and RFP/RFI replies
- Coordinate across Sales, Product, Engineering and Implementation to accelerate deal closures
- Refine pre-sales tooling, workflows and enablement materials
Requirements
- Five to eight years in presales, solutions engineering, technical consulting or a comparable customer-facing role
- Solid footing in SaaS, cloud, APIs and enterprise software
- Track record building and presenting technical demos and POCs
- Comfort serving mid-market and enterprise buyers and crafting workable solutions
- Excellent written and verbal communication and presentation skills
- A bachelor's in computing, engineering or a related area, or equivalent experience
- Familiarity with the ITSM products and market
- Working understanding of prompting, RAG, agentic workflows and AI integration in SaaS
- Ability to sell AI value while addressing accuracy, data privacy and change management concerns
- Prior North America market experience
- Night shift availability only
Qualifications
- Practical know-how in creating AI agents or copilots using Agent Studio, similar low-code builders or LLM APIs
Core Skills
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Where is the job located?
The listing is for Bengaluru and is on-site. The role is a night shift position only.
What is the salary?
The posting does not specify a salary.
What experience is required?
The posting asks for five to eight years of pre-sales or solution engineering experience, prior North America market experience and familiarity with ITSM products.
How do I apply?
The posting does not describe an application process.
Sample Interview Questions
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