Lead - Solution Engineer

Freshworks
Chennai
Workplace: OnsiteFull timeFunction: Administration & Executive AssistanceExperience: 8+ yearsSkills: ["Executive communication","Technical communication","Objection handling","Mentoring","Deal lifecycle management"]

Own the AI technical narrative across competitive and strategic Freshservice deals, positioning Freddy AI Copilot, Freddy AI Agent, Agent Studio, and MCP Gateway based on real prospect workflows. Design tailored AI PoCs and demos using agentic workflows, custom skills, automations, and MCP/API integrations. Lead AI-specific discovery, quantify business impact, support end-to-end deal-winning activities, and bridge presales to delivery by coordinating with Professional Services and Customer Success.

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Freshworks
Freshworks
2 days ago

Lead - Solution Engineer

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Source: Company careers pageValidated by: Fursa AI
Last checked: 3 hours agoStatus: Live
Reposted: similar role first listed 1 month ago

Job Summary

Own the AI technical narrative across competitive and strategic Freshservice deals, positioning Freddy AI Copilot, Freddy AI Agent, Agent Studio, and MCP Gateway based on real prospect workflows. Design tailored AI PoCs and demos using agentic workflows, custom skills, automations, and MCP/API integrations. Lead AI-specific discovery, quantify business impact, support end-to-end deal-winning activities, and bridge presales to delivery by coordinating with Professional Services and Customer Success.
Location: Chennai
Workplace: Onsite
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Mid level

Key Responsibilities

  • •Own the technical narrative for Freddy AI across strategic and competitive deals, positioning AI offerings against how prospects work today.
  • •Design and deliver tailored AI proofs-of-concept and demos using Agent Studio and MCP Gateway/API integrations to connect Freshservice with customer data and tools.
  • •Lead technical discovery for AI use cases (ticket deflection, agent assist, workflow automation, knowledge management) and quantify expected impact with the customer.
  • •Partner with Account Executives and core Solution Engineers as the AI overlay specialist on SMB, Commercial, and competitive pursuits, supporting end-to-end deal-winning activities including RFP/RFI and briefings.
  • •Bridge presales to delivery by working with Professional Services and Customer Success to scope and de-risk AI implementations; maintain reusable demo environments and ROI models while feeding customer feedback to Product.

Key Requirements

  • •8+ years in Solutions Engineering, Sales Engineering, Solution Consulting, or Technical Presales, ideally within ITSM/ITOM/ITAM or broader 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/configuring AI/LLM-based customer solutions such as copilots, RAG knowledge assistants, or agentic workflow automation.
  • •Ability to build internal agents/automations that interact with multiple systems, consolidate information, reason across context, and trigger downstream workflows.
  • •Experience building production-grade ML deployments on AWS, Azure, or GCP and positioning AI/automation value to business and technical stakeholders.
Experience:8+ yearsEnterprise SaaSITSMITOMITAM
Skills:Executive communicationTechnical communicationObjection handlingMentoringDeal lifecycle management
Languages:English
Tech Stack:LLMsAgentsRAGLangGraphLlamaIndexGoogle ADKAWSAzureGCPAPIAgent StudioMCP GatewayFreddy AI CopilotFreddy AI AgentStructured outputs

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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