{"id":2363873,"url":"https://alion.io/job/freshworks-lead-solution-engineer-11","title":"Lead - Solution Engineer","company":{"id":788,"name":"Freshworks","domain":"freshworks.com","url":"https://alion.io/company/freshworks","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SmartRecruiters","truth_index":{"grade":"B","score":75,"open_postings":11,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":29,"computed_at":"2026-10-12T06:55:09Z"}},"role":"Solutions","role_family":"Solutions","seniority":"lead","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Chennai, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":24000,"max_usd":53000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":9},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Agentic Workflows","optional":false},{"name":"AI Agents","optional":false},{"name":"Copilot","optional":false},{"name":"ITSM","optional":false},{"name":"LLM","optional":false},{"name":"RAG","optional":false}],"status":"live","first_seen_at":"2026-08-25T09:44:57Z","employer_posted_date":"2026-08-25","last_verified_at":"2026-10-12T20:31:42Z","board_verified":true,"closed_at":null,"days_open":48,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":48},"description":"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.\nThere’s another option. Freshworks. With a fresh vision for how the world works.\nAt 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.\nFresh vision. Real impact. Come build it with us.\n We are looking for a passionate and technically skilled Solution Engineer to be part of our SMBC Sales Support team for Freshservice. You will be instrumental in solving complex customer problems, designing tailored solutions - including AI-driven use cases built on Freddy AI and Agent Studio - and delivering impactful demonstrations of the Freshworks platform. This role suits individuals with strong pre-sales experience who thrive on customer interaction, solutioning, and collaborating with internal teams to drive business outcomes, and who are genuinely curious about applying AI to real customer problems rather than just talking about it.\nPre-Sales Engagement & Customer Solutions:\nEngage with SMB, mid-market customers to understand their business and technical challenges.\nConduct discovery sessions, architect solutions, and deliver tailored product demonstrations and Proofs of Concept (POCs).\nAddress technical objections and ensure alignment with customer needs.\nAI Solutioning & Positioning:\nUnderstand and clearly explain core AI/LLM concepts (prompting, agents, model context/tooling) to both technical and business audiences without over-selling or over-simplifying.\nPosition Freddy AI Copilot, Freddy AI Agent, and Agent Studio within customer discovery, tying AI capabilities to concrete outcomes (ticket deflection, resolution time, agent productivity) rather than generic AI messaging.\nBuild and configure simple AI agents and automated workflows in Agent Studio (or comparable agent-builder tools) to bring AI use cases to life in demos and POCs.\nField technical AI questions on integration, data handling, and governance, looping in specialists for deeper architecture discussions when needed.\nSolution Design & Documentation:\nParticipate in gathering requirements and scoping complex engagements.\nCreate technical documentation including solution proposals, SoWs, and RFP/RFI responses.\nEvaluate opportunities from a technical feasibility standpoint and proactively mitigate risks.\nCollaboration & Execution:\nCollaborate closely with Sales, Product, Engineering, and Implementation teams.\nAlign technical strategies with sales initiatives to accelerate deal closures.\nContinuously improve pre-sales tools, processes, and enablement assets.\nCustomer Advocacy & Product Evangelism:\nArticulate the value and capabilities of the Freshworks platform to both technical and business audiences.\nRepresent Freshworks at customer meetings, events, and forums as a trusted technical advisor.\nKeep abreast of product developments and industry trends to provide relevant, up-to-date guidance.\n 5-8 years of experience in pre-sales/solution engineering, technical consulting, or a similar customer-facing technical role.\nStrong background in SaaS, cloud technologies, APIs, and enterprise software environments.\nProven experience designing and delivering technical demonstrations and POCs.\nAbility to work with mid-market and enterprise customers, understand their pain points, and craft effective solutions.\nExcellent communication and presentation skills, both written and verbal.\nBachelor’s degree in Computer Science, Engineering, or related field (or equivalent experience).\nFamiliarity with ITSM products and market is a must.\nSolid conceptual understanding of AI/LLM technology - prompting, RAG, agentic workflows, and how AI features are typically integrated into SaaS products; hands-on experience configuring or building AI agents/copilots (e.g., Agent Studio, similar low-code agent builders, or LLM APIs) is strongly preferred.\nAbility to credibly position and sell AI value to both business and technical stakeholders, including addressing common AI concerns (accuracy, data privacy, change management).\nThis is a Night Shift role only, prior North America Market experience is a must\nKey Skills:\nPre-sales consulting & technical storytelling\nSolution architecture & demo delivery\nAPI, integrations, SaaS product understanding\nDiscovery, qualification & objection handling\nRFP/RFI response and technical documentation\nStakeholder collaboration (Sales/Product/Engineering)\nStrong communication & relationship-building\nAI/LLM concepts (prompting, RAG, agentic workflows) & positioning\nHands-on AI agent/copilot building (Agent Studio or equivalent)\n 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.","description_format":"text","description_chars":5913,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["CRM Software","IT Service & Asset Management","Customer Support & Help Desk Software"],"lifecycle":[{"event":"open","at":"2026-10-12T16:22:45Z"}],"visa":[],"liveness":{"score":24,"band":"cold","label":"Long shot","p_open":1,"p_active":0.66,"p_room":0.36,"age_days":48,"expected_fill_days":29,"reasons":["conf:2","win:tail","crowd:brand"],"computed_at":"2026-10-12T23:19:22Z"},"pay":null,"html_url":"https://alion.io/job/freshworks-lead-solution-engineer-11","json_url":"https://alion.io/job/freshworks-lead-solution-engineer-11.json","meta":{"generated_at":"2026-10-12T23:19:22Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":38287,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-13T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":788},"rest":"https://alion.io/mcp/rest/get_company?id=788"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Ffreshworks-lead-solution-engineer-11"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Ffreshworks-lead-solution-engineer-11"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Ffreshworks-lead-solution-engineer-11"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/freshworks-lead-solution-engineer-11\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ffreshworks-lead-solution-engineer-11"}]}