Senior Solution Engineer (CX - NA)

Company 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.

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

1. Impact You Can Create

• Drive Revenue Velocity: Act as a strategic business partner to Sales Management, aligning technical resources directly with product revenue goals across the mid-market and SMB segments.

• Elevate Customer Experience: Evangelize a refreshing user experience on the platform by translating complex customer pain points into tailored, high-value technical solutions.

• Modernize Pre-Sales Operations: Leverage AI-driven workflows and best practices to streamline deal qualification, proof-of-concept (POC) delivery, and RFP responses.

• Cross-Functional Synergy: Bridge the gap between Sales, Support, and Implementation teams to ensure seamless deal handoffs, high retention, and operational alignment.

2. Roles & Responsibilities (R&R)

• Pre-Sales Execution & Deal Support:

  • Lead discovery calls, requirement-gathering sessions, and technical scope definitions for active deals.

  • Build and deliver compelling, value-driven product demonstrations and custom Proof of Concepts (POCs).

  • Manage end-to-end response processes for RFPs, RFIs, and technical compliance documentation.

  • Construct wireframes and solution blueprints to solve critical SMB and mid-market business problems.

• Strategic Sales Partnership & Resource Management:

  • Manage pre-sales resource allocation and operational effectiveness within the assigned region.

  • Provide continuous advice and counsel to sales leadership regarding the deployment of technical assets.

  • Internally qualify sales opportunities based on technical feasibility, architecture requirements, and competitive dynamics.

• AI & Continuous Innovation:

  • Embed AI capabilities, automated workflows, and generative AI features into customer solutions and value stories.

  • Stay ahead of industry trends as a lifelong learner, continuously upgrading technical and domain expertise.

Qualifications

3. Skills & Competencies

• Technical & Solutioning Depth:

  • Strong technical sales aptitude with a proven ability to articulate business and technical value to diverse audiences (from admins to C-suite).

  • Expertise in wireframing, technical documentation, and pre-sales compliance standards.

  • Hands-on coding / scripting exposure (e.g., JavaScript, Python, REST APIs, webhooks) is a strong plus for building custom integrations and advanced POCs.

  • AI Familiarity: Practical understanding of AI/ML concepts, Generative AI tools, and how to apply them to optimize pre-sales workflows and customer solutions.

• Collaboration & Operations:

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

  • Proven track record of navigating and influencing matrixed, multi-office, and cross-functional teams.

  • Outstanding verbal and written communication skills with strong interpersonal presence.

  • Flexibility to work across different global shifts as required by regional business needs.

4. Qualifications & Experience

• Experience: 4 to 7 years of hands-on experience in Solution Engineering, Technical Pre-Sales, or relevant technical customer-facing roles within enterprise software/SaaS.

• Market Exposure: Demonstrated experience supporting SMB and Mid-Market customers, with a deep understanding of service, support, and CRM strategies.

• Education: Bachelor’s degree in Computer Science, Information Technology, Engineering, or equivalent practical experience.

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.