Lead - Solution Engineer

📋 Description

• • Own the technical win for our largest Enterprise prospects and customers across North America, serving as the trusted advisor who translates complex business pain into elegant, AI-first solutions on the Freshworks platform.
• • Run deep discovery workshops with C-suite, IT Directors, and Service Desk Managers to surface hidden inefficiencies in ITSM, ITAM, ITOM, and ESM processes—then architect a roadmap that shows exactly how Freshworks will cut MTTR by 40 %, reduce ticket volume by 30 %, and elevate CSAT within 90 days.
• • Build jaw-dropping, story-driven demonstrations that blend live product screens, customer data, and real-world scenarios; you will whiteboard integrations with ServiceNow, SCCM, Jira, and Okta, then spin up a sandbox that proves the art of the possible in under 30 minutes.
• • Partner shoulder-to-shoulder with Account Executives to craft deal strategy, build mutual action plans, and quarterback RFx responses that differentiate on user experience, time-to-value, and total cost of ownership—turning technical validation into signed multi-year contracts.
• • Serve as the voice of the customer back to Product and Engineering, translating field feedback into prioritized feature requests that shape our quarterly roadmap and keep us three steps ahead of ServiceNow, BMC, and Ivanti.
• • Design and deliver custom proof-of-concepts that mirror the customer’s production environment, including data migration scripts, SSO configurations, and custom apps built on the Freshworks developer platform—then run executive read-outs that secure technical sign-off.
• • Evangelize the Freshworks story at industry events, webinars, and customer advisory boards, sharing metrics-driven case studies that showcase how AI-driven agent assist, no-code automations, and consumer-grade UX transform employee experience.
• • Mentor a growing bench of Solution Engineers by leading weekly demo jams, sharing objection-handling playbooks, and running mock discovery calls that level-up the entire team’s win rate.
• • Continuously sharpen your craft through Freshworks University, AWS certifications, and ITIL 4 accreditation—turning every customer interaction into an opportunity to learn something new and teach something valuable.
• • Thrive in a high-growth, fast-paced culture where two-week sprints, weekly pipeline reviews, and daily Slack stand-ups keep everyone aligned on the same ambitious revenue targets.