Lead - Solution Engineer

Freshworks
Bengaluru
Workplace: OnsiteFull timeFunction: Administration & Executive AssistanceExperience: 8+ yearsSkills: ["Executive communication","Stakeholder management","Mentoring","Objection handling","Customer-focused problem solving"]

Own the technical narrative for Freddy AI across strategic and competitive SMB/commercial deals, partnering with Account Executives and core Solution Engineers. Architect, configure, and demo AI proofs-of-concept in Agent Studio, connecting Freshservice to customer data via MCP Gateway and APIs. Lead AI-focused discovery (e.g., ticket deflection, agent assist, workflow automation), quantify impact, support security/architecture reviews, and bridge presales to implementation handoff while enabling the broader SE org with reusable demo assets and positioning.

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FursaFursa
Freshworks
Freshworks
1 day ago

Lead - Solution Engineer

✓ Verified Job

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Source: Company careers pageValidated by: Fursa AI
Last checked: 22 hours agoStatus: Live
Reposted: similar role first listed 1 month ago

Job Summary

Own the technical narrative for Freddy AI across strategic and competitive SMB/commercial deals, partnering with Account Executives and core Solution Engineers. Architect, configure, and demo AI proofs-of-concept in Agent Studio, connecting Freshservice to customer data via MCP Gateway and APIs. Lead AI-focused discovery (e.g., ticket deflection, agent assist, workflow automation), quantify impact, support security/architecture reviews, and bridge presales to implementation handoff while enabling the broader SE org with reusable demo assets and positioning.
Location: Bengaluru
Workplace: Onsite
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Mid level

Key Responsibilities

  • •Own the AI/Freddy technical narrative for strategic and competitive deals, positioning Freddy AI Copilot, Freddy AI Agent, Agent Studio, and MCP Gateway against prospect workflows.
  • •Design and deliver tailored AI proofs-of-concept and demos, configuring agentic workflows and automations in Agent Studio and integrating via MCP Gateway and APIs.
  • •Lead AI-focused technical discovery for use cases like ticket deflection, agent-assist, workflow automation, and knowledge management, quantifying expected impact with customers.
  • •Support end-to-end deal-winning activities including RFP/RFI responses, executive briefings, proof-of-value engagements, and security/architecture reviews for AI components.
  • •Bridge presales to delivery by working with Professional Services and Customer Success to scope and de-risk AI implementations; create reusable AI demo assets and mentor other SEs.

Key Requirements

  • •8+ years in Solutions Engineering, Sales Engineering, Solution Consulting, or Technical Presales, ideally in ITSM/ITOM/ITAM or enterprise SaaS.
  • •Strong AI fundamentals, including how LLMs and agents work in production (context engineering, memory, RAG, tool use, structured outputs, and failure modes).
  • •Hands-on experience deploying or configuring AI/LLM-based solutions in customer-facing contexts (conversational copilots, RAG knowledge assistants, or agentic workflow automation).
  • •Hands-on ability to build internal agents and automations that interact with multiple systems, consolidate information, and trigger downstream workflows.
  • •Track record positioning and selling AI/automation value to business and technical stakeholders, including production-grade ML deployments on AWS, Azure, or GCP.
Experience:8+ yearsEnterprise SaaSITSMITOMITAM
Skills:Executive communicationStakeholder managementMentoringObjection handlingCustomer-focused problem solving
Languages:English
Tech Stack:FreshserviceFreddy AI CopilotFreddy AI AgentAgent StudioMCP GatewayAPIsLangGraphLlamaIndexGoogle ADKLLMsAgentsRAGStructured outputsAWSAzureGCPDevice42

Company Brief

Freshworks
Provides cloud-based customer engagement, CRM and ITSM software (Freshdesk, Freshservice, Freshsales) that helps businesses manage customer and employee experiences through SaaS products and AI-driven tools.
Industry: Enterprise Software
Company Size: Enterprise (1,001+ employees)
Revenue: USD 500M to 1B
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Mateo, United States
Founded: 2010
Glassdoor
Glassdoor: 3.5
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