Lead Solution Engineer

About Freshworks

Freshworks creates simple, enterprise-ready service software designed to improve experiences for customers and employees. Its products are built to be powerful without being complicated, helping teams move faster and work more effectively. The company serves more than 72,000 businesses worldwide, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, and is supported by a global team of over 4,500 employees.

Role Overview

Freshworks is seeking a driven Lead Solutions Engineer to join its pre-sales organization. In this role, you will act as the main technical specialist supporting sales teams on new opportunities, while also advising some of the company’s most important prospects and customers. You will shape solution approaches, explain the business value of Freshworks products, and guide stakeholders through the sales process.

This position suits someone with a background in technical pre-sales for SaaS or software companies, particularly in customer engagement/support, ITSM/ITIL, and cloud-based environments. A strong interest in product demonstrations, discovery conversations, and trusted-advisor style customer engagement is essential.

Responsibilities

• Partner with regional sales teams to help turn prospects into paying customers.
• Design and present tailored technical product demos for meetings, webinars, and customer events, using stories that connect with the audience.
• Communicate product value through whiteboard sessions, slide presentations, proof-of-concept work, and RFP response documents.
• Answer customer functional and technical questions, and analyze complex workflows and how Freshworks integrates with customer infrastructure.
• Gather customer input and share it with central product management teams.
• Represent Freshworks confidently and promote its products and services to prospects, existing customers, and partners.
• Work closely with internal teams such as sales, product management, and client services to execute the sales strategy.
• Enable sales teams by training them on the product suite, technical details, and new features.

Requirements

• Excellent written and spoken English at a native level; additional European language skills are a plus.
• At least 5 years of relevant experience in technical solution engineering, ideally within ITIL/ITSM, SaaS, or a software product environment.
• Strong background with SaaS or technology products, plus hands-on familiarity with ITSM/ITIL practices and cloud infrastructure.
• Proven ability to communicate effectively with senior stakeholders, including C-level executives, as well as internal teams.
• Experience handling complex sales cycles across mid-market and enterprise accounts.
• Strong presentation, demonstration, listening, and communication skills, along with a customer-first and solution-oriented mindset.
• High drive, strong execution focus, and a sense of urgency.
• Comfort working in a fast-paced, energetic team setting.

Additional Information

Freshworks says it fosters an inclusive workplace where people of all backgrounds, genders, sexual orientations, religions, and ethnicities can thrive. The company is committed to equal opportunity and believes diversity strengthens both the organization and the communities it serves.