Senior Solution Engineer

Organizations everywhere struggle under the crushing costs and complexities of “solutions” that promise to simplify their lives. To create a better experience for their customers and employees. To help them grow. Software is a choice that can make or break a business. Create better or worse experiences. Propel or throttle growth. Business software has become a blocker instead of ways to get work done.There’s another option. Freshworks. With a fresh vision for how the world works.At Freshworks, we build uncomplicated service software that delivers exceptional customer and employee experiences. Our enterprise-grade solutions are powerful, yet easy to use, and quick to deliver results. Our people-first approach to AI eliminates friction, making employees more effective and organizations more productive. Over 72,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks’ customer experience (CX) and employee experience (EX) software to fuel customer loyalty and service efficiency. And, over 4,500 Freshworks employees make this possible, all around the world.Fresh vision. Real impact. Come build it with us.

Role Summary:

We are seeking a skilled and customer-focused Senior Solution Engineer to join our Field Sales Support team. In this role, you will partner closely with Account Executives to understand customer challenges, design impactful solutions, and deliver compelling demonstrations of the Freshworks Employee Experience (EX) suite. You will be instrumental in driving technical success across sales cycles, ensuring customers clearly see the business value and ease of adoption of Freshworks’ unified platform.

Key Responsibilities:

Pre-Sales Engagement:

• Collaborate with SMB and mid-market customers to identify business needs and technical requirements.

• Conduct effective discovery sessions and design tailored solutions leveraging Freshservice, Freshchat, and other EX offerings.

• Deliver high-impact product demonstrations and Proofs of Concept (POCs) aligned with customer goals.

• Address technical inquiries and objections with clarity and confidence.

Solution Design & Delivery:

• Translate customer requirements into solution architectures and configurations that best utilize Freshworks products.

• Prepare technical proposals, SoWs, and RFP/RFI responses ensuring solution accuracy and alignment.

• Evaluate opportunity feasibility, highlight potential risks, and suggest mitigation strategies.

Collaboration & Cross-Functional Partnership:

• Work closely with Sales, Product Management, Engineering, and Customer Success to ensure a seamless customer journey.

• Share field insights and contribute to product enhancements and roadmap discussions.

• Act as a trusted technical advisor, supporting regional field teams and customer engagements.

Product Evangelism & Continuous Learning:

• Articulate the value proposition and technical capabilities of the Freshworks EX platform to diverse audiences — from IT administrators to C-level executives.

• Stay current on Freshworks product updates, integrations, and broader SaaS ecosystem trends.

• Proactively upskill in areas like automation, AI, and ITSM workflows to strengthen consultative selling.

Qualifications & Experience:

• 4–7 years of total experience, with 2–4 years in Solution Engineering / Pre-Sales for SaaS, ITSM, or EX platforms.

• Proven expertise in creating and delivering engaging demos and POCs.

• Strong understanding of SaaS architectures, APIs, integrations, and cloud ecosystems.

• Exposure to Employee Experience (EX), ITSM, or workflow automation solutions preferred.

• Excellent analytical, problem-solving, and presentation skills.

• Strong interpersonal and communication abilities to engage both technical and business stakeholders.

• Bachelor’s degree in Computer Science, Engineering, IT, or related field (or equivalent experience).

• Familiarity with the Freshworks suite (especially Freshservice, Freshchat, or Freshteam) is an advantage.

Key Skills:

• Solution Architecture & Technical Design

• Product Demonstrations & POC Development

• SaaS & Cloud Technologies

• Discovery & Requirement Analysis

• RFP/RFI Response Preparation

• Stakeholder Management & Collaboration

• Communication & Presentation Excellence

• Analytical Thinking & Problem Solving

• Freshworks Product Knowledge (Preferred)

• Understanding of ITSM / EX Domains

At Freshworks, we have fostered an environment that enables everyone to find their true potential, purpose, and passion, welcoming colleagues of all backgrounds, genders, sexual orientations, religions, and ethnicities. We are committed to providing equal opportunity and believe that diversity in the workplace creates a more vibrant, richer environment that boosts the goals of our employees, communities, and business. Fresh vision. Real impact. Come build it with us.