Lead Solutions Engineer

About Freshworks

Freshworks revolutionizes how businesses engage through straightforward and powerful service software that enhances customer and employee experiences. Trusted by over 72,000 companies globally, including brands like Bridgestone and Sony Music, Freshworks delivers enterprise-grade, easy-to-use solutions that accelerate growth and productivity with a people-first AI approach.

Role Overview

The Lead Solutions Engineer will be a pivotal technical expert supporting the pre-sales team, consulting with key prospects and accounts, and demonstrating thought leadership. This position requires deep expertise in SaaS product environments, especially within ITSM/ITIL and cloud infrastructure, and a passion for facilitating customer engagement through compelling product demonstrations.

Key Responsibilities

• Partner with regional sales teams to successfully convert prospects into clients.
• Create and present customized product demonstrations tailored to various client meetings, webinars, and events.
• Communicate Freshworks' value proposition effectively using presentations, proof of concept management, and RFP responses.
• Address complex technical and functional inquiries from customers, conducting in-depth workflow and infrastructure analyses.
• Gather and relay diverse customer requirements to the product management team.
• Serve as a brand ambassador promoting Freshworks’ solutions to prospects, existing clients, and partners.
• Collaborate internally with sales, product, and client service teams to implement effective sales strategies.
• Conduct training sessions for sales teams on product features, technical aspects, and new offerings.

Qualifications

• Fluent written and spoken communication skills in English and German; additional European languages are advantageous.
• Minimum of five years’ experience in technical solution engineering within ITIL/ITSM domains or SaaS/software product industries.
• Proven background working in SaaS or technology product organizations, with strong knowledge of ITSM/ITIL methodologies and cloud-based infrastructures.
• Excellent communication skills with senior-level stakeholders, including CxOs.
• Experienced in managing complex sales cycles for Mid-Market and Enterprise customers.
• Strong presentation skills, active listening, client-focused, and solution-oriented mindset.
• Highly motivated with an urgency to execute and a drive to succeed.
• Team player thriving in dynamic, high-energy environments.

Additional Information

Freshworks is dedicated to cultivating an inclusive workplace that embraces diversity across all backgrounds and identities. The company is committed to equal opportunity employment and believes that embracing diversity enriches the workplace culture and drives business success.