Opportunity at
FreshworksLead - Solution Engineer
Freshworks is looking for a Solution Engineer to join its SMBC Sales Support team focused on Freshservice. The person untangles complicated customer challenges, designs tailored answers,…
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About This Role
Freshworks is looking for a Solution Engineer to join its SMBC Sales Support team focused on Freshservice. The person untangles complicated customer challenges, designs tailored answers, including AI scenarios on Freddy AI together with Agent Studio, and runs strong product demos. The ideal candidate has a solid pre-sales background, enjoys working with customers, and wants to apply AI to genuine problems rather than only talk about it. This is an…
Job Description
Freshworks is looking for a Solution Engineer to join its SMBC Sales Support team focused on Freshservice. The person untangles complicated customer challenges, designs tailored answers, including AI scenarios on Freddy AI together with Agent Studio, and runs strong product demos. The ideal candidate has a solid pre-sales background, enjoys working with customers, and wants to apply AI to genuine problems rather than only talk about it. This is an on-site, night shift role.
Typical duties include reaching out to SMB and mid-market accounts to grasp their operations and technical needs, leading discovery calls, designing architectures, and delivering demonstrations and proof-of-concept builds. The engineer explains AI and LLM fundamentals such as prompting, agents and model context without overselling, positions Freddy AI Copilot and Freddy AI Agent alongside Agent Studio around outcomes like ticket deflection and shorter resolution times, builds straightforward agents and automated flows for demos, and answers questions on integrations, data handling and governance. Writing solution proposals, statements of work and RFP or RFI replies is part of the job, as is coordinating across Sales, Product, Engineering and Implementation.
Applicants need five to eight years in pre-sales, solution engineering or technical consulting, a background in SaaS, cloud, APIs and enterprise software, and a bachelor's degree or equivalent practical experience. Familiarity with the ITSM market is required. Hands-on AI agent or copilot building, through Agent Studio, low-code tools or LLM APIs, is a real plus. Experience in the North America market beforehand is mandatory. No salary is shown in the posting.
Responsibilities
- Engage SMB and mid-market customers to understand business and technical challenges
- Lead discovery calls, shape architectures and give customized demos and POCs
- Address technical objections and align solutions with customer needs
- Explain AI and LLM concepts clearly to technical and business audiences
- Position Freddy AI Copilot and Freddy AI Agent alongside Agent Studio around concrete outcomes
- Put together basic AI agents and automated flows for demos and POCs
- Respond to AI technical questions about integrations, data handling and governance
- Draft proposals, statements of work and RFP/RFI replies
- Assess technical feasibility of opportunities and reduce risk early
- Coordinate across Sales, Product, Engineering and Implementation to speed closes
Requirements
- Five to eight years in presales work, solutions engineering, technical consulting or a comparable 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 customers and grasping their pain points
- Excellent written and verbal communication and presentation skills
- A bachelor's degree or equivalent practical experience
- Familiarity with the ITSM products and market
- Working understanding of prompting, RAG, agent workflows and how AI features fit in SaaS offerings
- Ability to position AI value, including addressing accuracy, data privacy and change management concerns
- Experience in the North America market
- Availability for night shift work 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 posting does not specify a city. It is listed as an on-site role on a night shift.
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 and prior North America market experience.
How do I apply?
The posting does not describe an application process.
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