Lead - Solution Engineer

We are seeking a highly skilled and experienced Lead Solution Engineer to act as a senior technical expert and mentor within our Field Sales support team. In this role, you will be instrumental in tackling complex customer challenges, designing innovative solutions, and delivering compelling demonstrations of the Freshworks platform. As a technical pillar for the team, you will guide and support other Solution Engineers, champion best practices, and partner closely with sales management to drive revenue growth by ensuring technical success across mid-market and enterprise customer engagements.

Key Responsibilities:

• Technical Leadership & Mentorship:

  • Serve as a senior technical resource and subject matter expert for the Solution Engineering team and broader sales organization.

  • Mentor, coach, and provide guidance to other Solution Engineers on technical best practices, solution design, and demonstration skills.

  • Lead by example in complex deal support, setting a high bar for technical excellence.

• Advanced Pre-Sales Engagement:

  • Work closely with our SMB, mid-market & enterprise customers to deeply understand their critical business problems and technical requirements.

  • Lead and conduct advanced discovery calls, architect sophisticated solutions, and deliver compelling, tailored product demonstrations and Proofs of Concept (POCs) for strategic and complex deals.

  • Expertly handle complex technical inquiries and objections from customers.

• Solution Design & Delivery:

  • Drive user requirement gathering, in-depth analysis, and scope definition for complex projects.

  • Oversee and contribute to the creation of high-quality pre-sales documentation, including technical proposals, SoWs, wireframes, and RFP/RFI responses, ensuring technical accuracy and alignment with customer needs.

  • Internally qualify sales opportunities from a technical feasibility and solution-fit perspective, identifying potential risks and mitigation strategies.

• Collaboration & Strategy:

  • Partner with sales management, providing expert advice on the effective use and deployment of technical resources for key opportunities.

  • Maintain close alignment and foster strong working relationships with Sales, Product Management, Engineering, Customer Support, and Implementation teams to ensure seamless customer experiences and provide valuable field feedback.

  • Contribute to the continuous improvement of pre-sales processes, tools, and knowledge sharing.

• Product Evangelism & Continuous Learning:

  • Articulate the advanced value and technical capabilities of Freshworks solutions to a variety of audiences, from highly technical C-suite executives.

  • Evangelize the refreshing user experience and innovative capabilities of the Freshworks platform.

  • Be a lifelong learner, continuously developing your own skills and staying at the forefront of Freshworks product developments and relevant industry technologies.

• 7-10 years of work experience, with a minimum of 3-5 years in a dedicated Solution Engineering / Pre-Sales role, preferably with some experience in a lead or mentorship capacity.

• Significant hands-on experience in technology sales/pre-sales with a demonstrated deep aptitude for technology at both business and technical levels.

• Proven ability to design, develop, and deliver compelling technical demonstrations and Proofs of Concept (POCs).

• Extensive expertise supporting mid-market and enterprise customers, understanding their unique challenges and creating effective service/support strategies.

• Strong organizational, analytical, and problem-solving skills, with the ability to manage complex technical engagements.

• Outstanding interpersonal skills, with a proven record of successfully building collaboration with both technical and non-technical stakeholders.

• Exceptional written and verbal communication skills, with the ability to articulate complex technical concepts clearly and persuasively.

• Successful track record of working and influencing within matrixed organizations.

• Deep understanding of SaaS business models, enterprise software, and specific domains like CRM, Customer Support (CX), or ITSM is highly desirable.

• Bachelor’s degree in Computer Science, Engineering, Information Technology, or a related field, or equivalent practical experience.

• Experience with the Freshworks product suite is a strong advantage.

1. Technical Leadership & Mentorship: Guiding, coaching, and upskilling other Solution Engineers.

2. Advanced Solution Architecture & Design: Designing complex, multi-product solutions.

3. Expert Product Demonstration & POC Delivery: Crafting and delivering tailored, high-impact technical presentations.

4. Deep Technical Acumen: Expertise in SaaS, cloud platforms, APIs, integrations, and relevant Freshworks products.

5. Complex Problem-Solving: Analyzing intricate customer challenges and devising effective solutions.

6. Requirements Elicitation & Analysis: Advanced skills in understanding and documenting nuanced customer needs.

7. RFP/RFI Response Management: Leading or significantly contributing to complex RFP/RFI responses.

8. Communication & Presentation Skills (Advanced): Articulating complex technical details to diverse audiences, including executives.

9. Stakeholder Management: Effectively interacting with and influencing internal (Sales, Product) and external (customer IT, executives) stakeholders.

10. Sales Acumen: Strong understanding of the sales process and the SE's role in driving deals forward.

11. Collaboration & Teamwork: Working effectively within the SE team and cross-functionally.

12. Analytical Skills: Dissecting customer needs and technical issues methodically.

13. Customer Relationship Management: Building trust and rapport with technical counterparts at customer organizations.

14. Freshworks Platform Expertise (Preferred): In-depth knowledge of Freshworks products and their capabilities.

15. Initiative & Proactiveness: Identifying areas for improvement and taking action.

At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business.