Lead - Solution Engineer
Core
Lead AI Solution Engineer specializing in presales for AI-driven ITSM solutions (Freddy AI Copilot, Agent Studio, MCP Gateway), architecting demos and proving AI value to SMB and Commercial customers.
Role type
Senior IC AI Solution Engineer (Presales)
Builds
AI-driven ITSM solutions, custom agentic workflows, and reusable demo assets for Freshservice customers.
Domain
Enterprise SaaS, IT Service Management (ITSM), Artificial Intelligence (LLMs, Agents, RAG)
Deliverable
production ML models | product features
Required skills
AI/LLM fundamentals (context engineering, RAG, tool use), agentic frameworks (LangGraph, LlamaIndex, Google ADK), cloud deployment (AWS/Azure/GCP), competitive positioning, technical discovery, executive communication
Preferred skills
ITSM platform experience (ServiceNow, SysAid, Zendesk), AI governance, ITAM tooling
Technologies
Freddy AI, Agent Studio, MCP Gateway, LangGraph, LlamaIndex, Google ADK, AWS, Azure, GCP
Responsibilities
Design and deliver tailored AI proofs-of-concept and demos; lead technical discovery for AI use cases; partner with Account Executives on SMB and Commercial deals; build reusable AI demo environments and reference architectures; mentor other SEs on AI positioning; represent customer feedback to Product.
Seniority
Senior, hands-on IC