Lead - Solution Engineer
Core
Lead Solution Engineer for Freshworks' SMBC Sales Support team, focusing on solving complex customer problems, designing tailored AI-driven solutions using Freddy AI and Agent Studio, and delivering impactful product demonstrations.
Role type
Senior IC Solution Engineer (Pre-Sales)
Builds
Tailored product demonstrations, Proofs of Concept (POCs), and AI-driven use cases for SMB and mid-market customers.
Domain
SaaS, ITSM, AI/LLM (Agents, RAG, Prompting)
Deliverable
product features
Required skills
Pre-sales consulting, solution architecture, API/integration knowledge, discovery & qualification, RFP/RFI response, stakeholder collaboration, AI/LLM concepts (prompting, RAG, agentic workflows), hands-on AI agent building
Preferred skills
Experience with ITSM products, North America market experience, ability to position AI value to business and technical stakeholders
Technologies
Freshservice, Freddy AI, Agent Studio, LLM APIs
Responsibilities
Engage with customers to understand challenges, architect solutions, deliver demos/POCs, explain AI/LLM concepts, build/configure AI agents, create technical documentation, collaborate with Sales/Product/Engineering teams
Seniority
Senior, hands-on IC
