Senior Solution Engineer

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.

Job Description

Overview

We're looking for a passionate Senior Solution Engineer to partner with our Sales team and help customers solve their most critical business challenges using the Freshworks suite of products. In this role, you'll design tailored solution narratives, lead impactful product demonstrations, and influence customer decisions through a deep understanding of both technology and business needs. You'll work closely with sales, product, and support teams to deliver exceptional pre-sales experiences that drive customer success and revenue growth.

Roles & Responsibilities

• Act as a trusted technical advisor to customers—understanding their business challenges, mapping requirements, and crafting solutions that demonstrate the value of Freshworks.
• Lead discovery sessions and conduct engaging product demos that are tailored to each customer's use case and industry.
• Collaborate closely with Sales, Support, and Implementation teams to ensure seamless handoffs and consistent customer experience.
• Partner with Sales leadership to align pre-sales resources and activities with product revenue goals.
• Prepare technical documentation, RFP/RFI responses, and proof-of-concept (POC) configurations that address customer needs.
• Conduct requirements gathering, analysis, and solution scoping to ensure proposed solutions are technically sound and feasible.
• Evangelize Freshworks' platform capabilities and best practices to customers and internal teams.
• Continuously improve demo effectiveness and pre-sales processes through feedback, innovation, and knowledge sharing.
• Stay current with product updates, emerging technologies, and competitive landscapes to effectively position Freshworks in customer conversations.
• Be flexible to work with global teams and customers, including US time zones.

Qualifications

• 3–7 years of experience in Solution Engineering, Pre-Sales, or a similar technical consulting role.
• Proven experience in technology sales or customer-facing roles, with a strong understanding of SaaS solutions and business processes.
• Demonstrated ability to design and deliver impactful demos and technical narratives for SMB customers.
• Excellent problem-solving, analytical, and organizational skills.
• Strong written and verbal communication skills, with the ability to simplify complex concepts for non-technical audiences.
• Experience collaborating cross-functionally across Sales, Product, and Support teams.
• Flexible to work in US shifts and manage stakeholders across time zones.

Skills Inventory

• Solution Engineering & Pre-Sales Consulting
• Discovery & Requirements Analysis
• Product Demonstrations & Storytelling
• SaaS Platform Expertise
• RFP/RFI & POC Development
• Cross-Functional Collaboration (Sales, Product, Support)
• Technical Documentation & Process Compliance
• Communication & Stakeholder Management
• Presentation & Customer Engagement
• Continuous Learning & Enablement

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.