Lead - Solution Engineer

About Freshworks

Freshworks creates straightforward service software designed to improve experiences for customers and employees. Its enterprise-ready products are built to be powerful without being hard to use, helping businesses get results quickly. The company’s AI-led approach is centered on reducing friction so teams can work more effectively and organizations can be more productive. More than 72,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, use Freshworks’ CX and EX software to improve loyalty and service efficiency. Freshworks has a global workforce of over 4,500 employees.

Role overview

Freshworks is seeking a proactive Lead Solutions Engineer to join its Pre-Sales organization. In this position, you will act as the technical specialist supporting the sales team on new business opportunities and advising strategic prospects and accounts. The role calls for someone who can communicate product value clearly, design practical technology solutions, and guide both business and technical stakeholders through the sales journey.

Key responsibilities

• Partner with regional sales teams to help turn prospects into paying customers.
• Create and present tailored technical demonstrations for meetings, webinars, and customer events, using narratives that match the audience.
• Communicate Freshworks’ value through whiteboard sessions, slide decks, proof-of-concept work, and RFP response materials.
• Answer functional and technical questions from customers, analyze complex workflows, and study how Freshworks integrates with customer infrastructure.
• Gather, evaluate, and communicate customer needs back to the central product management team.
• Represent the brand strongly and promote the company’s products and services to prospects, current customers, potential customers, and partners.
• Work closely with internal teams such as sales, product management, and client services to carry out the sales strategy.
• Enable sales teams through training on the Freshworks product suite, technical capabilities, and new features.

Qualifications

• Native-level written and spoken English is required; additional European language skills are a plus.
• At least 5 years of relevant experience in technical solution engineering, ideally within ITIL/ITSM, SaaS, or software product environments.
• Hands-on exposure to SaaS or technology product organizations, along with experience in ITSM/ITIL methods and cloud infrastructure, is important.
• Strong ability to communicate with senior customer stakeholders, including CxO-level leaders, as well as internal teams.
• Background in managing complex sales cycles across mid-market and enterprise accounts.
• Excellent communication, listening, presentation, and demonstration skills, with a customer-first and solution-oriented mindset.
• Highly motivated with a strong sense of urgency and a focus on execution.
• Comfortable working in a fast-paced, high-energy team environment.

Additional information

Freshworks is committed to building an inclusive workplace where people from all backgrounds, genders, sexual orientations, religions, and ethnicities can thrive. The company values equal opportunity and believes diversity strengthens its teams, communities, and business outcomes.