Lead - 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.

Job Description

Overview

We are seeking a highly skilled and experienced
Lead Solution Engineer
to serve as a senior technical expert and mentor within our Field Sales Support team. In this role, you will play a pivotal part in solving complex customer challenges, designing innovative solutions, and delivering compelling demonstrations of the Freshworks platform. As a technical pillar of the team, you'll guide and coach other Solution Engineers, champion best practices, and partner closely with Sales leadership to drive revenue growth and ensure technical success across mid-market and enterprise customer engagements.

Roles & Responsibilities

• Technical Leadership & Mentorship:
  Act as a senior technical resource and subject matter expert for the Solution Engineering team and broader sales organization. Mentor, coach, and support other Solution Engineers on best practices in solution design, discovery, and demonstration delivery. Lead by example on complex deals, setting a high bar for technical excellence and customer engagement.
• Advanced Pre-Sales Engagement:
  Partner with SMB, mid-market, and enterprise customers to deeply understand their business challenges and technical requirements. Lead advanced discovery sessions, architect robust solutions, and deliver tailored product demonstrations and Proofs of Concept (POCs) for strategic and high-value opportunities. Confidently address complex technical inquiries and objections.
• Solution Design & Delivery:
  Drive user requirement gathering, analysis, and scoping for complex deals. Oversee the creation of high-quality pre-sales deliverables including proposals, SoWs, wireframes, and RFP/RFI responses. Evaluate sales opportunities for technical feasibility and solution fit, identifying risks and mitigation strategies.
• Collaboration & Strategy:
  Partner with Sales leadership to optimize technical resource deployment and strategy for key accounts. Build strong cross-functional partnerships with Product Management, Engineering, Customer Support, and Implementation teams to ensure seamless customer experiences and provide field insights. Contribute to improving pre-sales tools, processes, and knowledge sharing.
• Product Evangelism & Continuous Learning:
  Articulate the technical value and business impact of Freshworks solutions to diverse audiences, including C-level executives. Represent and evangelize the Freshworks platform's innovative capabilities and user experience. Stay ahead of product updates, emerging technologies, and industry trends to continuously strengthen technical and sales expertise.

Qualifications

• 6+ years of total experience, with at least 3–5 years in Solution Engineering or Pre-Sales, including experience in a lead or mentorship capacity.
• Proven expertise in technology sales/pre-sales with a deep understanding of both business and technical dimensions.
• Demonstrated ability to design and deliver engaging technical demonstrations and Proofs of Concept (POCs).
• Strong background supporting mid-market and enterprise customers and addressing complex technical and business needs.
• Exceptional organizational, analytical, and problem-solving skills.
• Excellent interpersonal, written, and verbal communication skills with the ability to simplify complex concepts for varied audiences.
• Experience influencing and collaborating within matrixed, cross-functional organizations.
• Strong understanding of SaaS business models, enterprise software, and domains such as CRM, CX, or ITSM.
• Bachelor's degree in Computer Science, Engineering, Information Technology, or equivalent practical experience.
• Experience with the Freshworks product suite is a strong advantage.

Skills Inventory

• Pre-Sales Strategy & Technical Discovery
• Solution Design & Architecture
• SaaS and Cloud Application Expertise
• CRM, CX, and ITSM Domain Knowledge
• Demonstration Delivery & Proofs of Concept (POC) Development
• Technical Storytelling & Stakeholder Communication
• Mentorship & Team Enablement
• Cross-Functional Collaboration (Sales, Product, Engineering)
• RFP/RFI and Proposal Development
• Problem Solving & Analytical Thinking
• Continuous Learning & Product Evangelism

Additional Information

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.